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Delhi July 08, 2008 | Mumbai July 10, 2008 | Bangalore July 11, 2008 |
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Dr. Janelle Barlow, President TMI US and a prominent Organization Development Guru, was in India between 2nd and 12th July. During her visit, Dr. Barlow led public seminars on Customer Service in Delhi, Mumbai and Bangalore and related events with large business groups such as RPG, in Mumbai and Kolkatta.
On July 7th, TMI India also co-hosted a CEO luncheon meeting with the FICCI Alliance for Consumer Care (FACC), where Dr. Barlow made a presentation on Branded Customer Service in New Delhi. The afternoon was time well spent on exchanging ideas on strengthening the customer relations of organizations, and global benchmarking with Dr. Barlow herself, a global thought leader in Employer Branding and Customer Service.
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The week was eventful with a series of interesting discussions emerging on customer centricity, its practice and impact. The leading corporates of India came together for it and concluded that complete adherence to customer centricity will have a significant impact on the profit margin of organizations. |
Speaking on the occasion, Dr. Barlow said, “For true customer centricity we need to examine how customer complaints are handled. Complaints should not be perceived as an attack, especially if the complaint is delivered in a blaming manner. Effective complaint handling requires capturing instinctive tendencies. If the emotions of the customers are not addressed well, they will always be upset. We must understand the psychological dimensions of complaint handling”.
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