Customer Complaints are Sales Opportunities

Transcription

1 Madras Management Association Konrad Adenauer Stiftung Presents one day workshop on Overview: Customer Complaints are Sales Opportunities Date Wednesday, 21 March 2018 Timing am to 5.00 pm Facilitator Mr Yathiraj Agarwal Profit Engineer and International Trainer Venue Madras Management Association New 240, Pathari Road, (Off Anna Salai) Chennai We all know the importance of acquiring New Customers. At the same time, almost everyone knows that getting a new customer is expensive, but not many people know that it costs 5 to7 times more to get a new customer than to retain an existing customer. So, even though it is important to get new customers, but it is even more important to retain existing customers. Given the above facts, it is surprising to know that very few companies take any proactive action to look for ways and means to retain customers. You may be surprised to know that one of the main reasons why Customers quit doing Business with an Organisation is NOT a faulty product or Service, but poor handling of Complaints. There is a growing awareness of the need for business of all kinds to take much more account of the wants and feelings of their customers. It has become clear that the businesses which can capture and retain customer loyalty will, in the end, win. Today's business environment has become extremely competitive. Product differentiation and Low pricing have lost their competitive edge. The future of most business will depend on Customer Relations. The Customer loyalty depends not only on how you Sell & Service the customer, but even more on how you handle their complaints and grievances. Given this

2 Scenario, a complaint can be your best chance to prove to the customer that you care.

3 Workshop Content Understanding the importance of Customer Retention Making Customer feel at ease Understand Customer Psychology Dealing with Difficult Customers Art & Skills of Listening Being aware of and dealing with Communication Barriers Difference between Bargaining, Negotiation and Persuasion Converting customer to a Raving Fan For Whom: This Program is for people dealing with Customers, especially those people who deal with unsatisfied customers. It is also recommended for people in Sales, be it Tele-marketing or Field Representatives. It will be also highly beneficial to middle level & Senior Level Managers who are responsible in designing the policies related to customer satisfaction. Heads/ Managers of Sales & Marketing, Customer Service Executives, Sales Executives, anyone dealing with Customers on the phone or in the Field. Key Takeaways At the end of the workshop, you will be able to understand and apply: Why Customers complain? Is the Customer always right? The difference between perception and truth Letting the customer be right Vs. Proving your Point. Five attitudes to customer complaints Using Negotiation & Persuasion Techniques Eighteen Rules while dealing with Complaints

4 When and How to reject complaints

5 Facilitator Profile: Yathiraj Agarwal is popularly called Profit Engineer due to his ability to help his Clients increase their Profit in almost every situation. He strongly believes that the Future of India depends on the Success of Business People and the Success of Businesses depends on the Skills of Salespeople. His aim is to help Startups and Entrepreneurs to become more Profitable FASTER. Further, he is also an Expert in helping MSMEs and Startups in increasing their Sales and Improving their Profitability. Yathiraj is an International Trainer specializing in Sales & Negotiation and a Business Coach as well as a Motivator Par Excellence. He is a Professional Sales Person and a highly Successful Businessman with terrific track record of accomplishments. He is one of the most sought after Trainer and an Excellent Motivator, especially in Real Estate, Industrial Selling, MLM/ Network Marketing, Insurance, High Ticket Selling & Direct Sales. He has personally contributed to the Success of more than 200,000 People in India and abroad. Yathiraj was featured on the cover-page of the Popular Tamil Magazine Valar Thozhil for his Expertise in helping people to become an expert in Selling Skills. He has also been facilitated by TNDA (Tamil Nadu Distributors Association), RMP Infotech, Royal India and NI-MSME (National Institute for MSME, Ministry of MSME). Besides other recognitions, recently he was conferred with Magnificent Man Choice Award for Specialization in Profit Engineering by HIBA (Hopewill International Business Academy) in association with Australia India Academy, Melbourne. He specializes in Soft Skills Training including Goal-Getting, Interpersonal Relationship, Teamwork, Communication Skills, Front-line Management Skills, Personality/ Self-Development as well as Dealing with Juniors, Seniors & Colleagues in the Organization. He is also an Expert in Network Marketing and has an Excellent Track record both as a Successful Network Marketing Leader as well as Highly Effective Network Marketing Trainer. Yathiraj Agarwal has a life-long impact on the participants because he is able to improve their Self-esteem & also help them Bring out their Best. His sessions are always lively, energetic & highly inter-active. He can conduct the Programs in English as well as mixed with Hindi, Tamil, Gujarati Kannada and Marathi. Fee Details: Special discounted fee for MMA members Rs.1,800/- per participant (Inclusive of GST 18%) for MMA members. Participation fee Rs.2, GST 18% per participant The fee includes Workshop Kit and Lunch. The cheque/dd to be drawn in favour of Madras Management Association payable at Chennai. Prior registration is necessary. The fee once paid will not be refunded; change in nomination from same organization will be permitted.

6 For Registration kindly send us participants Name, Designation, Organisation, Contact No and id. Look forward to the pleasure of receiving your nominations at the earliest. Thanks & Regards Gp Capt R Vijayakumar, VSM Executive Director Madras Management Association 21/11 3rd Cross Street, Seethammal Extension Teynampet Chennai Tel : / / mma@mmachennai.org Web: FansPage: TwitterPage: