Content Slide – Table of Content

Service ‘The Brand Client Relationship

1 3 Management
Differentiator”

1. Changing market scenario 1. Types of Clients and different ways to handle

2. Ownership & Accountability them
3. Service as a differentiator 2. Handling Complaints
3. Understanding customers’ expectations

2 Role & Responsibility 4 Achieving Service Excellence

1. Role & Responsibility of the Service Engineers 1. Identifying the reasons of customer dissatisfaction
2. Organization’s Objective 2. Discuss and apply the fundamentals of
3. Grooming & Business Etiquette Service Delivery Process
 Content Slide – Table of Content

5 Managing Time Effectively 6 Communicating Assertively

1. Identifying various time wasters 1. Identifying the ways to be assertive

2. Discuss and apply different ways to manage time 2. Discovering their own style of communication
effectively

7 EHS & Safety

1. Small briefing about safety

2. Points to be taken care before start
3. First-aid training
• Philosophy of service and elements of customer service
• Understanding customer types
• Understanding customer behaviour: how to build rapport
• Understanding customers’ expectations
• Seeing things from the customer’s point of view
• Using empathy for better understanding of client needs
• Seeking customer response
• Being innovative and creative in meeting customer needs
• Handling customer complaints
• Handling unhappy customers
• Handling difficult customers
• Exceeding customer expectations - customer delight