BUSINESS EXCELLENCE PROCESS

BUSINESS EXCELLENCE CONSULTING

ORGANIZATIONAL DEVELOPMENT

SOFT SKILL ENHANCEMENTS
.... PERSONAL LEADERSHIP
.... ENTREPRENEUR LEADERSHIP
.... COMMUNICATION LEADERSHIP
.... CUSTOMER-CARE LEADERSHIP
.... NEURO LINGUISTIC LEADERSHIP
.... SALES LEADERSHIP
.... ACADEMIC LEADERSHIP
.... INTERVIEWING SKILLS
LEADERSHIP
.... NEGOTIATION AND CONFLICT
MANAGEMENT LEADERSHIP
.... MANAGER'S NLP LEADERSHIP

EMOTIONAL INTELLIGENCE

Customer care is the key to growth. Every organization, which works towards consistent enhancements in customer care services has shown a steady growth. Its brand is a reflection of the quality and the service that the organization offers. Thus the customer care group is a vital link in value adding to the customer’s life.

Customer Care Leadership Programme aims at aligning the support staff with the company mission and the quality statement. It also provides the requisite skills on communication, instant rapport, negotiation, and a consultative approach. This Programme educates the participants in managing and working through the behavioral aspects of the customers.

Customer Care Programme is a highly focused workshop for the organizations wishing to make a name in the market through its effective customer support. These organizations also need people who understand this viewpoint. Ultimately the customer perception about the company is a result of the way individual members transact with them.

The Programme will impart the necessary skills required in client-interaction and provides a win/win consultative approach. This forum will also train the participants on one of the most powerful techniques in NLP called re-framing which is a useful skill in negotiating the most demanding customers.

- - - - - -	DAY 1 [ ALIGNING TO THE COMPANY POLICY ] Discovering personal values and beliefs. Aligning to the company values. Consultative approach to customer care. Transaction analysis in customer care. Win/Win transactions.	- - - - - - - - -	DAY 2 [ CUSTOMER CARE SKILLS ] NLP concepts. Understanding customer filters. Behavioral concepts for customer care. Designing a customer friendly approach. Communication skills. Rapport building techniques. Leading and pacing discussions. Re-framing techniques.
- - - - - - - - -	Improved people care skills. Improved customer interaction. Improved and instant rapport. Improved customer care skills. Understanding of human patterns and dealing through them. Better management of demanding situations. Exposure to NLP communication skills. Alignment with the company customer care policy. A win/win customer care approach.