Indo American Chamber of Commerce (IACC) takes pleasure in inviting you to Workshop on “Client Interfacing Skills” to be held on Saturday, January 29, 2011 between 9.30 a.m. and 1.30 p.m. at Regus Business Centre, Chennai.
The trainer for this program is Ms. Bhavani Janakiram, MMM Training Solutions.
The objective of this program is to enable participants to acquire skills and thought processes that will help them effectively handle challenging clients – interfacing situations. This workshop will cover the following aspects:-
Managing Customer Expectations:
Understanding, customer needs and customer expectations
Managing customer expectations
Managing the perception of customer
The ‘Golden Rules’ of ensuring customer satisfaction
Good Etiquette in customer Service:
Customer Expectations - Handling customer effectively, Understanding customer expectations, Managing customer expectations and keeping customer informed and involved
Essentials of Customer Services- Developing customer service orientation, Essentials of quality customer services
Handling challenging clients- Aggressive/demanding clients, Angry clients, Empathy – understanding the difference between ‘Empathy’ and ‘Sympathy’ and using the right phrases to empathize
The outcome of this training session will have:
Learning to effectively deal with challenging clients situations
Understanding the perspectives of our clients and dealing with them appropriately
Using words and phrases that helps with facing challenging customer situations
Environment of shared learning and open feedback for personal improvement
Training Methodology involves:
Role play situations
Games and Group Activities
Audio and Video Clips
You may kindly send your registrations to Ms. Mahalakshmi by e-mail to firstname.lastname@example.org with the following details:
Registration Fee: (per delegate)
IACC members – Rs. 1500/-
Non-members: Rs. 1800/-
An early bird discount of 10% is applicable on registration fee for those who register on or before January 20, 2011. Please issue a Cheque / DD in favor of ‘Indo-American Chamber of Commerce’ payable at Chennai.
We look forward to your registration at the earliest.
Bhavani Janakiram is a creative, articulate, goal-oriented achiever with excellent organizational, analytical & interpersonal skills; and her 20 years of multi-disciplinary experience enables holistic and effective execution of a multitude of programs.
Bhavani has worked with Companies like Hinduja Hospital, Parinam School, Port Harcourt (Nigeria), Feminist Association for Social Action, Sify.com, Devaki Hospital,Winspire Language World, Paradigm-Shift Outsourcing Solutions, WLC College, Nuveda E-learning
Bhavani’s area of expertise – Accent Neutralization, Client Interfacing Skills, Negotiation Skills, Making Customer Service Work, Written and Spoken Business Communication , Leadership Development, First Time Manager, Spoken English, Call monitoring and coaching, Business Etiquette Conflict Resolution , Team Building, Cross Culture Training (US/UK/Singapore/Japan), Presentation Skills, Personality and Assertiveness, PI & GD skills, Work Life Balance, New Recruits Induction, Sexual Harassment in the Work Place, Personal Effectiveness, Self Defense for women.
Bhavani has conducted training program for companies like TCS, Congruent, Saksoft, E-serve, Scope International, Wipro, ABN-Amro Bank BPO, ITC, BHEL, Vellore Institute of Technology, HCL, Office Tiger, Convansys, Maples ESM, Blue Dart, Cognizant Technologies, Igate, Syntel, Tesco, Shriram epc.