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
Ø
Understand
the current market environment and its implications
Ø
Understand
the ERM & CRM Concepts, principles and methods as well as their importance
in customer loyalty retention.
Ø
Acquire
skills required for developing individuals and teams in the organisations.
Ø
Effect
customer education and involvement
Contents:
Ø
Service
Differentiation as Business Philosophy
Ø
Thinking
Differently and Service Innovation
Ø
Basic
Concepts of Service Quality Management
Ø
Industry
Analysis and Competitor Intelligence
Ø
Concepts of
CRM, Customer Analytics and CRM Analytics
Ø
Communication
skills
Ø
Managing
customer complaints and dissatisfaction – grievance redressal
Ø
Role and
application of information technology
Indian: Officer In-charge of
various Departments (Claims / Claims Hub), Deputy Manager/ Managers from
BO/DO/RO/HO
Date:
I.
06.07.2023-07.07.2023
II.
16.10.2023-17.10.2023
III.
01.02.2024-02.02.2024