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The Grid is a visual framework for understanding different behavioral styles which reflect the level of concern for people and production.

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208th Leadership Grid
From 16th-19th February 2009, Mumbai

OfficeWorks Grid
From 9th – 10thJuly 2009, Mumbai

3rd Service Excellence Grid
On 15th July 2009, Mumbai

Snaps of 9^th Annual Convention On Leadership

Snapshots of the 10th Annual Convention on Leadership

CUSTOMER SERVICE - KEY TO SUCCESS

Why Customer Service?

Did you know: 91% of dissatisfied customers never complain at all and simply move their business elsewhere. Overall 88% of customers who complain will continue to do business with a company when a service issue is resolved easily. Very often the only differentiating factor for the customer in making a choice is the service provided.

Products & Services

	Managerial Grid Seminar (4 day Residential Module)
	GridWorks (3 Day Module)
	OfficeWorks (Secretarial) Grid Seminar
	Sales Grid Seminar
	Synergogy Seminar
	Supervisory Grid Seminar
	Customer Service Excellence Seminar

Objective:

To further improve the customer service orientation in your organization and finding out a clear and unique service excellence identity for the organization.

Contents:

	Communication Skills.
	Telephone Etiquette.
	Teamwork skills.
	Questionnaire to find out our attitude towards customer service.
	How customer friendly are we .
	How perceptions influence our interactions.
	Why and how is customer service important.
	Listening the key factor for effective customer service.
	Positive language.
	Understanding who are our customers.
	Developing strategies for legendary service .
	Recognizing ‘Moments of Truth’ and cleaning the ‘Coffee Stains’.
	Finally understanding what customers want and finding out ways of giving what customers want.

Methodology:

	Group exercise /activities.
	Questionnaires.
	Role play.