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About The Event

Greetings from CEMA ! ! !

I take this opportunity to share with you our upcoming exclusive 1 Day Workshop on THINK CUSTOMER FIRST scheduled in Mumbai for 23 June & NEGOTIATION SKILLS scheduled in Delhi for 24 June.

Further details of workshop along with Faculty & Registration form is given below the signature.

Introduction: Customer Service is the key to success in any business. Satisfied customers are the best source of advertising and future business. This seminar uses lectures, interactive discussions, group work, and case studies to cover the most important aspects of customer relations. It will help the participants to deal with customers in a professional, competent, and efficient manner.


Participants will learn the most effective strategies for the following:

Ø      Staying calm and confident when pressure is on.

Ø      Dealing or upset with angry internal and external customers.

Ø      Focusing on fixing the problem- not placing the blame.

Ø       Making empathic responses to customer concerns.

Ø      Cumulative frustration and stress that are an inherent part of the support professionals job.

Topics to be covered

  1. What is Customer Service
  • Service Subjects Vs. Money Sources
  1. Awareness
  • Personal Viewpoint 
  • Stereotyping
  • First Impressions
  • Power of Observation
  • Sensory Acuity
  • Seeing v/s Perceiving

 3.  Job Stress

  • Managing Your Stress: Stress Busters
  • Managing Customer Stress
  • Flex Your Mind: Mental Flexibility
  • Meltdown: Dealing with Anger
  • Stressing the Positive  
  1. Communication
  • Verbal and Non Verbal
  • Body Language
  • Building Credibility
  • Assertiveness
  • Influencing Change
  • Listen Closely: Responsive Listening
  • Probing or Questioning
  • Voice Quality
  • Enunciation
  • International Communication
  • Electronic Communication
  • Attention, Please: Keeping the Customer’s Attention
  • Six Degrees of Persuasion: Influencing Through Listening
  • Telephone Etiquette 
  1. Planning
  • Process Flow
  • Categorizing Resources
  • File Management
  • Optimizing Resources
  • Goal Setting
  • Goal Alignment
  • Desk Stress: Organization
  • Delegation
  • Memory Ticklers: Information Recall
  • To-Do Lists
  • Tackling Time Wasters  
  1. Quality
  • Setting the Bar: Service Standards
  • Creativity Quotient
  • Getting the Word Out
  • Like It or Not s
  • Making the Connection  
  1. Teamwork
  • Team Member Trust
  • Group Effectiveness
  • Peer Recognition
  • Rivalry or Revelry: Constructive Competition
  • Team Talent Directory
  • Team Conflict Management
  • Constructive Competition  

Who should attend?

People from Marketing , Sales ,Service and Hospitality sector etc


Best Regards,


Anees Bhatt

Mktg Mngr

Corporate Events Management Associates

Satyam Tower, SF 266,

Paschim Vihar,

New Delhi - 110063

011 - 25253042




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