Program on Excellence in After Sales Service

Training Calender

Date & Time
Tuesday, 14 December 2010 - 09.30 a.m. to 5.30 p.m.
(Registration & Breakfast: 9.00 to 9.30 am)

Venue
Hotel Atithi, Nehru Road, Vile Parle (East), Mumbai – 400 099
(Near Domestic Airport)

Conclusion of the sale is not the end but the beginning of a long term relationship with the customer. It is much easier and less costly to retain a customer than to get a new one. Prompt and effective After Sales Service goes a long way in retaining the customer loyalty. A satisfied customer acts as our unpaid salesman and brings in new customers. On the other hand, a dissatisfied customer will drive away many more customers. After sales service can become a powerful tool to promote sales, build brand image and generate profits for the company. This program aims at making this vital business process get the attention it deserves

How “After Sales Service” helps generation of income, sales and profits?

Managing post sales activities – billing, training, terms of use and coverage of warranties/guarantees

Managing complaints – Most valuable feedback

Generating business through effective After Sales Service

Components of excellent service

Measures of service excellence – MTBF (Mean Time Between Failures)

Cost Control

Customer Satisfaction Survey/Questionnaire

Knowledge generation through After Sales Service

Real life Success Stories of ‘After Sales Service’ - IBM, Maruti-Suzuki, Masibus

The program covers theoretical aspects, practical examples, interactive discussions & real life examples

Participation Level :

In general, this programme is useful for following personnel
• Staff engaged in after sales service directly, indirectly or through call centre/ email
• Their leaders and Managers who can make a difference
• Service centre managers & staff of sales support team
• In case of Small & Medium Enterprises, senior management or management representative

Registration Fee :

Rs. 4,500/- plus service tax @ 10.3% totalling to Rs. 4,964/- per participant which includes refreshments, vegetarian lunch & reference material. Overnight stay arrangement, if any needs to be managed by participant. Cheque/Demand draft should be drawn in favour of “SATVAM Consulting Private Limited” payable at Mumbai. Our Income Tax PAN is AAICS5300G & Service Tax Assessee code is AAICS5300GST001
Cancellation policy: Fee once paid is non-refundable or non-adjustable in any manner. However, replacement of the participant is allowed

Nomination :

Send nomination along with the cheque and name/contact numbers/ email ids of the participants at
SATVAM Consulting Private Limited – Corporate Training Section
61, Whispering Palms Shopping Centre, Near Oriental Bank of Commerce,
Lokhandwala Township, Akurli Road, Kandivali (East), Mumbai – 400101
Telephone nos.: 022 – 6698 1100 (6 Lines) / 022- 3256 1496 Fax: 022 – 6698 1105
Email: seminar@satvamindia.com /seminar@satvam.com Website: www.satvam.com
Nomination will be confirmed on first come first serve basis on receipt of cheque/DD.

Faculty profile :

Mr. Suresh Pandit

Helped many companies in achieving excellence in customer service standards

More than four decades of experience in various areas like production, HR & strategy

He is a Management Coach & facilitator and Productivity Advisor. He has helped many organizations in Chemical, Engineering, Pharmaceuticals and Public Utility Services to achieve break-through in productivity, profits and growth

He is a graduate in Electrical Engineering and Humanities. He has completed his postgraduate training in Productivity Sciences, Cybernetics, MBO, MIS, Eastern thought and practices. He has completed his postgraduate training in Germany in Production Management

Conducted numerous programs for various companies

In-house Training Program: If you have more than 8 employees to whom this program is relevant, we will conduct customised training programme for your company’s staff. Please contact to work out further details

Our forthcoming programs: • December 10 – Disciplinary procedure, employees misconduct & grievance procedure
• December 11 – Day to day labour laws for managers
• December 15 – Effective Stores Management to increase profits
• January 7 & 8 – Finance for non finance executives
• January 15 - Time Management for organisational success
• January 17 – Practical issues in TDS
• January 21 & 22 – Two days intensive program on Employee Tax & perquisite rules
For complete training calendar, visit our website www.satvam.com