ATITHI DEVO BHAVA
Objective:
Atithi Devo Bhava workshop is a sequel of our workshop named Gain and Retain. The part 1 focused mostly on the why aspect of customer care and providing skills required for employees who have just joined the front-end role of providing customer care. However, this workshop goes deeper into instilling skills required to the already working professional to upgrade their current skills, mindsets and behavior required for excellent customer care.
Background:
"To be or not to be that is the question". This proverb may sound a bit straight forward and little intimidating as well. But we all know and we all have seen successful businesses getting extinct because they were either not able to differentiate itself from its competitors or because they couldn't understand the changing need of the customers. Nokia, Kodak are few names which comes in our mind immediately.
The bitter truth is in the current era of doing business if we can't create continuous value proposition to our clients by innovating products and by delivering world class services we may always be lagging behind in both business and customer's expectation.
Hence, understanding the above this workshop is set to intervene the latter part of the value proposition, delivering world class services. Through this workshop we shed light on how we can be the first choice of our customer.
Workshop Coverage:
- Redefining customer care.
- Moving to customer experience from customer satisfaction.
- Treating customer as co-producer.
- Understanding why customer complain.
- Complaint Resolution
- Role of Teamwork in delivering customer care.
- Creating Loyal Customers
- Cross Selling and Up Selling
- Customer Follow Through
- Understanding customer psychology
- Handling Angry customer
- How to say no to the customer for decreasing the dissatisfaction.
- Managing Customer Expectations
- Customer Centric Communication process.
- Hospitality Standards in Banking Customer care
- Personal Appearance Standards.
- Welcoming and greeting Standard.
- Standard of using verbal communication.
- Standard of using non-verbal communication.
- Standard of manners/courtesy for customer delight.
Target Audience:
- Staff who have attended the part 1 workshop named "Gain and Retain"
- Supervisors or Senior Assistant employees working with customer at branches.