PUNE
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
I.
09.06.2025
- 10.06.2025
II.
21.08.2025
- 22.08.2025
III.
03.11.2025
- 04.11.2025