P588 - CUSTOMER SERVICE EXCELLENCE FOR CLAIMS HUB / CLAIMS HANDLING OFFICER & OTHER OFFICIAL (NON-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 and Service Innovation

  Basic Concepts of Service Quality Management

  Industry Analysis and Competitor Intelligence

  Concepts of CRM, Customer Analytics and CRM Analytics

  Communication skills

  Managing customer complaints and dissatisfaction grievance redressal

  Role and application of information technology

 

 

Participants' Profile:

Indian:  Officer In-charge of various Departments (Claims / Claims Hub), Deputy Manager/ Managers from BO/DO/RO/HO

 Overseas: Managers in-charge of Marketing Department

 

Duration:       2 days

 

Date:              02.06.2022-03.06.2022