thanx Mr.Leo Lingham & jayavel,
your suggestions were real helpful. in fact i've included 2 activities from that.
as far as SERVQUAL is concerned, i think it should not be included in this workshop since the workshop is for employees of all departments, so it should be general & not specific on an instrument.
anyways, thanx a lot for your help.
Reena

From India, Mumbai
hey why dont u also organise a role play or work shop where in the employees can use the information u have mentioned in your presentation that way ur also sure that people have been listening and they have understood ur presentation and any mistakes or mis understandings can be corrected. Thus the right Message should definitely get across
hope it goes well
Best of Luck
hey do let me know what u've done k

From India,
hi nats,
i've already included roleplays in my workshop.
the basic events which i've planned are presentation, interactive activities, role plays and case studies.
does anyone know about any videos on this topic which r free to download from net. if so, plzzzzzzzzzzzzzzzzzzzzzz send the links to me.
thanx
Reena

From India, Mumbai
hi its me alisha,
I've to develop a proposal on customer handling in a bank it has to be a 1 day program for all employees of all departments of the organization. could anybody suggest me what all to include in this proposal.
i've already developed the presentation. but the program has to be for 1 day(1rs.) The presentation will last for maximum 1hr.
plz suggest me regarding development of this proposal. any suggestions would be valuable.
thanks
Alisha :o [/quote]

From Pakistan, Karachi
ALISHA,

I am aware , that you have already finished your preparation

for the presentation.

I have few suggestions, as the program is 1 hour,

-make it a question / answer session, as shown below.

-in three minutes, give a course overview

*subject contents

*learning outcomes

-few feedback will be useful.

-to keep the participants active, ask questions.

-best performer gets a small token gift

-for the next 3 months [ every month], hold

a written quiz program, with a number of prizes.

THIS IS NECESSARY, AS FOLLOW UP, OTHERWISE,

ALL WILL BE FORGOTTEN WHEN THEY LEAVE THE

LECTURE.

-GIVE EVERY PARTICIPANT A WRITTEN MATERIAL

NOTES WITH HIGHLIGHTS.

============================================

================================================== =========

WHO ARE YOUR CUSTOMERS

-internal / external customers

---------------------------------------------

customer perceptions

HOW DO YOUR CUSTOMERS PERCEIVE YOUR BANK

--------------------------------------------------------------------

customer expectations

*What is your Customer expectations

-----------------------------------------------------------

real needs of your customers

*What are the critical needs of your customers

------------------------------------------------------

• Defining excellent service

WHAT DO YOU MEAN BY EXCELLENT CUSTOMER SERVICE?

----------------------------------------------------------------------------------

• Trends in customer service

WHAT ARE THE CURRENT TRENDS IN CUSTOMER SERVICE?

----------------------------------------------------------------------------------

* Your banks customer service model.

• What is the model of your customer service

------------------------------------------------------------------

*Your bank's customer service process.

•What is your customer service process ?

--------------------------------------------------------------------------

*Customer service factors

WHAT ARE THE CUSTOMER SERVICE FACTORS?

[reliability/confidence/helpfulness/efficiency/timeliness/completeness

and personal interest]

-------------------------------------------------------------------------------

*Reasons for losing customers

WHY DO WE LOSE OUR CUSTOMERS ?

----------------------------------------------------------------------------------

• Service delivery is important for good customer service

WHY DO YOU THINK SO ?

----------------------------------------------------------------------------

*Customer service professionalism

WHAT DO YOU MEANS BY PROFESSIONALISM?

[competence / confidence/confidentiality/courtesy

---------------------------------------------------------------------------

-listening effectively

*what does this mean?

--------------------------------------------------

-asking questions for clarifications

*why should we ask questions?

---------------------------------------------------

-managing difficult customers

HOW DO WE MANAGE DIFFICULT CUSTOMERS?

-----------------------------------------------------------

-handling complaints

HOW SHOULD WE HANDLE CUSTOMER COMPLAINTS?

-----------------------------------------------------------

-handling conflicts

HOW SHOULD WE HANDLE CONFLICTS WITH CUSTOMERS?

--------------------------------------------------------------------

-customer focus and customer value

*How to create customer focus and customer value

---------------------------------------------------------------------------

-building customer loyalty

HOW CAN WE BUILD / DEVELOP CUSTOMER LOYALTY?

----------------------------------------------------------------------------

-customer satisfaction

*how can we increase your customer satisfaction level?

==========================================

REGARDS

LEO LINGHAM

From India, Mumbai
Hi Alisha, If u want, i can send the proposal which I developed last year on "Customer Service Orientation" for Airtel employees; for which i started this thread.... Regards, Reena
From India, Mumbai

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