Winning through Service Excellence

Winning through Service Excellence

  • Building Service Excellence is a mandate in any organization.
  • Professionals are able to create differentiation strategies through service. They would be able to better the customer experience and ensure business wins through the service platform.
  • Through the use of exercises, case studies, best practice sharing and role plays on Service Excellence, this program shall engage participants in building Service Excellence frameworks for their own organizations.

Introduction to Service Concepts
  • Customer Service fundamentals, the holistic nature of service

Fundamentals of Customer Service
  • The Service Marketing triangle, Services Marketing Mix, GAP Model of Service

Building Service through Revenue Streams

Touch Points of Communication
  • Building Experience for our Customers

Customer Research and Customer Service
  • Market Research and Customer Expectations
  • Using Research to create effective Service design

Building Customer Relationships
  • Relationship Marketing, Challenges and Strategies

Best Practices in building Service Excellence
  • Indian and Global examples of Companies
  • The Ritz Carlton Case Study

The Proof of the Pudding
  • Holistic organizations and Service Excellence Cultures
  • Building effective Customer Service design in your organization

As a trainer, Rajeev is a task master using velvet gloves! His programmes are extremely well organised. They are highly focused on outcomes and bring out an ability to see multiple dimensions in a situation before taking crucial decisions. Being a people’s person, he sprinkles his programmes with the right values, warmth, enthusiasm and humour that will make you love him.
Srikanth DS
CEO and Managing Director
Les Concierges

    Professionals from all functions who wish to be sensitized to another level of customer centricity to achieve their organizational goals

  • 16 hours
  • 2 days of 8 hours (in-class)
  • 4 sessions of 4 hours (online)
  • Rajeev Chawla, Chief Learning and Operations Officer at Blue Tree, is a post-graduate in management and law
  • 28 years of corporate experience in the field of Sales, Marketing & Operations at senior management positions
  • Engaged as a management and brand consultant, and corporate trainer for executive programmes in the area of leadership and motivation, sales and marketing, negotiation strategies and personal productivity skills
  • Heads the Public Relations & Corporate Communications course at Xavier's Institute of Communication, and visiting faculty at several business schools in the country