It is for enhancing marketing and customer service knowledge to staff working in the private corporate and government offices. This course is deliverable to various sectors and participants from any kind of field. In this era where economies are expanding and gaining the most importance, competition becomes fierce. What can businesses and other service providers do to keep up their game. Through this training, participants are enlightened on what marketing and customer service is and the benefits it brings.
General Objective:
To provide training to the participants on customer service and marketing skills.
Target audience
Bank Employees
Government Officers
Hospital Staff
Private employees
LEARNING OUTCOMES:
Introduction on the basic marketing and customer service knowledge.
Improve participants skills on marketing and customer service.
Introduce participants to the latest marketing strategies
Upgrade the skills required for customer service representative
Develop a sense of team work.
Will let the participants experience real-life cases for both marketing and customer service.
INSTRUCTIONAL METHODS:
Classroom lectures, Experiential exercises, peer to peer learning, team work and flexible conten
INSTRUCTIONAL RESOURCES REQUIRED:
Theory
Training Manual
Participant’s workbook
PowerPoint slides
Projectors
Practical
Internet access
Smart phone
Laptop
Course Content:
1. Marketing
Introduction of marketing
Purpose of marketing
Types of marketing
Real life examples of benefit of good marketing strategy
21st century marketing strategy
Challenges of marketing strategy
Future trends on marketing
Practical project on marketing
2. Customer Service
Introduction
Importance of customer service training
Types of customers
Skills required for customer service representative
Customer-friendly approach for customer service procedures and processes
Strength of Soft skills, non-verbal communication skills and telephone etiquette required for customer representative
Team work on customer service
Role plays with real-life cases
3. Link between marketing and customer service
What is link between marketing and customer service?
Why marketing and customer service provider should communicate?
How can marketing and customer work together.
Assessment and Certification Details
Trainee Assessment (If any)
Quiz and group work and assessments will be conducted to access students. At least 2 assessments over the course duration.
Training Evaluation:
Training Feedback evaluation shall be carried out at the end of the program. Both the assessment on training contents and resource persons shall be carried out.
Certificate awarded:
Certificate will be awarded upon the completion of course.
Trainer Details
Trainer Qualification and Work experience required:
Masters degree or above
Atleast 5 years
Name of Trainer:
Ms. Seldon. MBA – main resource person
Ms. Ugyen Dema, BSc- Hons – Assistant
Mr. Sherbajit Rai, B.Tech Civil Engineering - Assistant
Trainer: Trainee Ratio
1:20, but with an assistant trainer, it will be 1:10
Development team details
Developed by:
Ms. Seldon. MBA – main resource person
Ms. Ugyen Dema, BSc- Hons – Assistant
Mr. Sherbajit Rai, B.Tech Civil Engineering - Assistant
