Customer Experience Program

Training people how to behave nicely and friendly with the customer

Kolkata (PRWEB) December 19, 2004 -- Each one of us is a customer. We are constantly buying either a product or a service. With escalating costs and stretched budgers, we are looking for better bargains and value addition. Buy 1 get 1 free always catches our attention. Footfalls at a discount sale exceeds all expectations. But do we actually get what we pay for?

In built in the retail prices are service costs. But is the service provided in our interest or in the interest of the organisation? How many sales and service personnel, waiters and telecallers surprise you with service? Do you remember them or are they faceless? Have you become a hostage to the situation?

launcherZ, A Communications Solutions Company organised a seminar to launch their novel CEP: a Customer Experience Programme to address this issue. The programme aims at making each personnel so highly motivated and skilled that they leave an impact on the customer. The customer feels more than pleased at the interaction, becomes loyal to the brand and the personnel achieve targets. A win-win for both; the customer and the service provider.

Welcoming the invitees on the occasion, Shagufta Hanaphie spoke about launcherz and its year long journey finding customized solutions for communications problems for individuals and groups. Launcherz has been successfully running two courses exprez(for those interested in improving Communication and Conversational Skills) and imprez(for those needing to add a touch of sophistication to their personality).

Sensing the need for training to enhance Customer Service to a memorable experience, launcherz has launched CEP a Customer Experience Programme.

With increased spending power, the customer demands excellent service. Bland and impersonal interaction leads to loss of clientele. Intense competition with each brand trying to outdo each other induces stress on the seller. A simple strategy to win over the customer and make him loyal to a brand is deeply felt by all sellers. Talking in detail about CEP, Shagufta mentioned the eagerness of shop owners, mall managers, eateries, salon-owners, small corporates in enhancing quality of customer interaction. What makes CEP stand apart from other 'customer service trainings is the methodology. The WOW! Method of Working on Weaknesses is what makes CEP different and effective as it allows people from all backgrounds to learn to be effective. Their education or age is no hurdle. Launcherz is conducting a free skill test to evaluate their WOW! skills at their center located at Ground Floor 12/1/9 Manoharpukur Road from December 1 to December 4 for anyone who is interested.

Speaking on the occasion, Rajiv Lodha outlined their field of work. He mentioned that they train individuals & corporates in skilful communication to interact with others and to appreciate others' behavioural styles. We train people in making a WOW first impression and managing it thereafter. A marked behavioural change and increased communication is noticed during and on completion of the program. He also added the The Customer Experience Program of Launcherz is made to make people more presentable and friendly with the customer. The program is for those dealing with the customer directly. The uniqueness of the program is that anybody who has the zeal can join to make himself a WOW! CEP is unique because we WORK ON WEAKNESSES of the individual and then customise the training accordingly. The program can be conducted for a person working in a MNC to a person working in a humble sweet shop. We have already done few training programs with A.N.John Hair Studio, a renowned Salon, Bhuramal Rajmal Surana a reputed Jewellery showroom, NIKE outlet, Gupta Brothers, a sweet shop -- to name a few. We are now contacting corporates, DSAs and many more. We are also in the process of training and placing individual those who want to join the service industry.

Preeta Pradhan spoke about the aim of CEP to enhance Customer Service and take it to higher plane wherein a customer becomes loyal to the brand they promote. CEP packages within it fine aspects of Interpersonal Communication Skills and Soft Skills. The present course is a 12-hour module wherein the participant identifies his/her drawbacks by video-analysis. The session is informative, educative and entertaining. As 12-hours is certainly not enough to bring about behavioural change, the session is followed two months later by a refresher session to evaluate and reassess the change and make further modifications. The sessions are conducted in small groups for effective customisation. The training can be followed by a year-long monitoring for further re-skilling if required.

Similar packages are being designed for fresh graduates, Healthcare Organisations & Educators. Individuals too can attend courses to improve their personality. According to Preeta, launcherZ believes that excellence in both personal and professional lives can be achieved by re-skilling. CEP talks about the customers mind set and motivates each individual to understand their internal WOW. The WOW! technique works on this premise that areas of weaknesses need to be identified and worked upon to become areas of strength. CEP is novel in its concept as it allows all individuals, irrespective of age and education to undergo the training and enhance their skills.
Lubna Huq, launcherz consultant spoke about WOW! methodology which is unique as it does not tamper with the company sales policy and techniques. Speaking on the occasion Raman Bhardwaj of A N John Hair Studio said his staff looked forward to the training sessions and greatly benefited as it increased their effectiveness in customer care.

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