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P170
SERVICE DIFFERENTIATION & RELATIONSHIP MANAGEMENT (LIFE) Background In
a competitive environment, acquiring a new customer is costlier than
retaining an existing one. With competition becoming intense, customer
loyalty has assumed utmost importance. With this objective of increasing
of customer loyalty, the role played by the personnel of the organisation
is critical. It is therefore, imperative to manage the relationships with
the people within the organisation who, in turn, will play a critical role
in building strong relationship with the external customers and help build
their loyalty. Objectives At the end of the
programme, the participants would be able to Understand the
current market environment and its implications Understand the
ERM & CRM Concepts, principles and methods as well as their importance in
customer loyalty retention. Acquire skills
required for developing individuals and teams in the organisations. Effect customer
education and involvement Contents Service
Differentiation as Business Philosophy Thinking
Differently Basic Concepts
of Service Quality Management Industry
Analysis and Competitor Intelligence Bench Marking of
services Quality
Assessment tool-Six Sigma and Customer Sensitivity Leadership for
total quality management Concepts of ERM
& CRM Customer
Orientation in the Life Insurance Industry Knowledge
Management in the Organisation Managing
customer complaints and dissatisfaction grievance redressal International
Insurance Practice Case Studies and
Group Work Business Ethics Implication of
R.I. Act Participants
Profile Officers
in the cadre of Administrative Officers and Asst. Divisional Managers of
Life Insurance Corporation of India and their equivalent from other life
insurance companies Duration:
1 Week Date: I) 14.05.2007 19.05.2007 |
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