Time Management Training India,Customer Satisfaction Training India,Time Management Training Services,Customer Satisfaction Training Services

Objective
To turn the participants into TRUE BELIEVERS in the concept of "Customer is King."

Basis & Content
What started as a Rs. 9000 mistake by Avinash Narula in 1997 has turned into an enlightening concept of Customer Math. Shortly after he started his advertising business, he tried to save Rs. 9000 instead of trying to satisfy and retain the customer. Being well versed in accounting and finance, he realized that he had made the biggest mistake of his life. He realized that losing a customer is very costly. He became seriously interested in understanding the cost of losing a customer and ended up developing the concept of Customer Math - simple mathematics related to losing and retaining a customer.

You don't jump off a tall building in spite of the fact that no one has told you not to do so. Why? Because you BELIEVE that jumping of the tall building will harm you physically and financially. On the other hand, we ill-treat our customers in spite of the fact that we have been repeatedly told not to do so. There are thousands of books and articles written on the subject. Countless training programs and seminars are conducted everyday. Why is it still that we ill-treat our customers? The answer is simple. We DO NOT BELIEVE that taking care of the customer and retaining them will result in success in our business ventures and careers. If we believed in the concept of "Customer is King," we would not ill-treat the customer. If Avinash Narula was a BELIEVER, he would not have ill-treated his customer in 1997. If Avinash Narula had believed that customer satisfaction and retention was profitable, he would have not ill-treated his customer.

This is where Customer Math comes in. It brings you mathematical proof that will convince you that the customer is the undisputed "King" and that customer satisfaction and retention is the most profitable strategy you can adopt. The mathematics related to customers cannot be equated to what is learnt in schools and colleges. In the lexicon of Customer Math, 1 is not equal to 1. Customer Math formulae like 1=5, 1=3, 1=12, 1=10000, 10%=47%, 1=23, 5%=50%, and 91%=18% will prove to you that you can increase sales, market share and profit even after eliminating your sales and marketing team and doing away with your advertising agency. Find out how achieving higher levels of customer satisfaction can do wonders for your business, career, and soul.

So if you want to succeed in business or chart an exciting professional career, Customer Math will show you the way. For more information about the concept of Customer Math, visit www.customermath.com.

Format
The contents will have an appropriate mix of theory and practice with more emphasis on the later. The training program will be highly interactive, that is, participants will be involved in discussion. The Trainer will use examples from his own experience as a business executive and entrepreneur to illustrate and strengthen understanding of the subject.

Objective
To convince participants to continuously take actions to develop their territories / markets and not just focus on short-term sales.

Theory of pipeline
Avinash Narula's experience suggests that field sales people are always putting out fires, that is, trying to meet monthly targets at the end of the month or achieving targets by pushing dealer's inventory high. Mr. Narula's "Theory of Pipeline" states that a company including its field sales people should continuously work towards building a pipeline of customers which can be classified as either HOT, COLD or WARM. In practice some of the customers will buy immediately, some after a month and some even after a year. Usually, the problem is that a continuous effort is not made to continuously fill the pipeline and fires have to be out at the end of every month. "Theory of Pipeline" includes developing dealer network on a continuous basis so that the benefits of these developments in terms of sales are realised on a continuous basis.

Discussion on the subject will motivate field sales staff to continuously build a pipeline by continuously developing the dealer's resources and abilities as well as monitoring on a regular basis whether the dealer is building a pipeline of his own or not. Dealer's pipeline is ultimately the field sales staff's pipeline. The discussion will also highlight the need to monitor dealer's retail sales and not just wholesale to the dealer.

Format
The contents will have an appropriate mix of theory and practice with more emphasis on the later. The training program will be highly interactive, that is, participants will be involved in discussion. The Trainer will use examples from his own experience as a business executive and entrepreneur to illustrate and strengthen understanding of the subject.

Objective
To convince participants in developing a believable story while making presentations or writing a report.

Content
Most people think that what you need to present your ideas is a "gift of gab" and a fancy set of slides. This is far from the truth. Similarly, a large number of people believe that for effective writing you need a extensive vocabulary and in-depth knowledge of the rules of English grammar. No wonder, most people hate writing. Of course, these things help but what is more important is knowing and implementing the 80/20 rule of communicating ideas effectively. It is this 80/20 rule that is the most vital part of your presentation or writing which will convince others to adopt your ideas or buy your products and not the expensive colorful slide presentation you have made. In fact, implementing this 80/20 rule will automatically make your presentation or writing precise, convincing, of optimum length/duration, easily understandable, believable and interesting. You could end up killing a number of birds with just one stone.

This seminar is based on a book titled "80/20 rule of Communicating Your Ideas effectively" by Avinash Narula. Avinash Narula has made a habit of turning self experience into management lessons for others through his books. Review of Avinash's presentation by the chairman of the company he worked for in U.S. in 1989 became the basis of this book. After successfully using the concept himself for a number of years, he has shared this simple concept with participants in his training program with excellent results.

Format
The contents will have an appropriate mix of theory and practice with more emphasis on the later. The training program will be highly interactive, that is, participants will be involved in discussion. The Trainer will use examples from his own experience as a business executive and entrepreneur to illustrate and strengthen understanding of the subject.

Objective
To convince participants that they should always take the right actions to achieve success and not take shortcuts as shortcuts usually involve compromising of ones values.

Content
Seeing a man become rich and famous, we want the same instantly. We see success of others but not the process. We do not see the trials and failures and struggles which this man has encountered in order to gain experience to be where he is. We have no knowledge of the sacrifices he has made. We do not know the heartaches that he may have gone through. We only see the light and joy, and want it instantly. We do not see the long and arduous journey, but only the success. We do not understand the process, but only perceive the result, and want it instantly.

So the question is why do we compromise on our values? Simply because we want :

Instant success
Instant wealth
Instant fame
Instant gratification
Instant stardom
Instant power
Instant CEO
Instant Manager

There is no shortcut to success? We have no choice but to keep on doing the "Right Thing" in the "Right Manner."

Format
The training program will be highly interactive, that is, participants will be involved in discussion. The Trainer will use examples from his own experience as a business executive and entrepreneur to illustrate and strengthen understanding of the subject.

Objective
1. Highlight the importance of both internal and external customer.
2. Make the participants aware of the tremendous importance of his interaction with the customer.
3. Highlight the importance of customer service to all employees.
4. Motivate participants to make every "Moment of Truth" a success.

Content
Another myth is that most of the time organisations tend to think that the concept of "Customer Satisfaction" is only important for the sales & marketing people or those who interact with the customers. This is not true. Everyone in the organisation should understand the importance of the customer (internal & external) because each employee contributes something to the final product or service that the customer ultimately receives. Each employee is responsible for making the "Moment of truth" of another employee a pleasant experience.

What is "Moment of Truth?"
Richard Norman of The Service Management Group developed the concept of "Moment of Truth" which Jan Carlzon of SAS later popularized. A "Moment of Truth" occurs when employee and customer have contact. When this occurs what happens is no longer directly influenced by the company. It is the skill, motivation, and tools employed by the firm's representative and the behavior and expectations of the customer that together result in customer satisfaction or dissatisfaction. The idea has been borrowed from bullfighters who used the term to describe the moment when the bullfighter faces the bull in the ring. In spite of all his training and preparation, a wrong move by the bullfighter or an unanticipated move by the bull can result in a disaster. Similarly, when employees and customers interact, a careless mistake by the employee or an unanticipated request by the customer or client can result in a dissatisfied customer. Crores worth of investment in facilities, infrastructure and product/service can go waste if the interaction between the customer and the employee is not managed effectively. Any mistake at the time of "Moment of Truth," when the employee meets the customer, can be disastrous for business.

Format
The seminar will be highly interactive. The trainer will use examples from his personal experience as well as motivate participants to talk about their experiences also.

Objective
(a) To explain to the participants the true meaning of the word "professional."
(b) To convince the participants to take all actions in the best interest of the company / organization.

Content
Lack of professionalism is what leads to most of the conflicts, delays in decision making and customer dissatisfaction in an organization. But what is "professionalism?" Most people have misconception of what professionalism is. Our definition of professionalism is that "all decisions should be made in the best interest of the organization even if it hurts an individual's personal interests." Our definition suggests that if everybody in an organization was a professional, teamwork would be "automatic." Also, there would be less conflict in an organization. Apart from being motivational, discussion on this topic will generate awareness among the participants that all decisions and actions should be taken in the best interest of the company which is critical for the success of any organization. Automatic teamwork will lead to higher levels of customer satisfaction and effective handling of customers and colleagues (internal customers).

This definition also serves to bring home the point that we need to serve our internal customers properly ignoring the biases, the petty politics and egos. So long as the work to be done or information to be obtained is in the best interest of the company the same should be done leading to higher levels of external and internal customer satisfaction.

Format
The training program will be highly interactive, that is, participants will be involved in discussion. The Trainer will use examples from his own experience as a business executive and entrepreneur to illustrate and strengthen understanding of the subject.

Objective
To convince participants to reduce the reminders that they get from bosses, colleagues, vendors or third parties as reminders are the main cause of time wastage.

Content
According to the experience of our Director, Avinash Narula, "reminders" are the major time wasters in an organization. When external customers and business associates have to give reminders, it reflects poorly on the image of the company and its employees. "Reminders" also waste the time of an individual irrespective of whether he is receiving a reminder or sending a reminder. As such, we will talk with examples about how "reminders" waste everybody's time and reflect poorly on the image of the company. Also, how tremendous amount of time can be saved and image improved just by eliminating and / or reducing the need for sending and receiving reminders.

FormatThe training program will be highly interactive, that is, participants will be involved in discussion. The Trainer will use examples from his own experience as a business executive and entrepreneur to illustrate and strengthen understanding of the subject.

Objective
To explain to the participants the difference between effectiveness and efficiency so that they improve their performance by giving appropriate emphasis to both.

Content
It is important to understand the difference between "effectiveness" and "efficiency." Appropriate emphasis has to be placed on both to improve ones performance. Proper understanding of these words will enable executives to understand the importance of developing an effective strategy to achieve their objectives. Participants will learn that it is not only necessary to work hard but also to work smart. A simple example will be used to explain the concept.

Format
The training program will be highly interactive, that is, participants will be involved in discussion. The Trainer will use examples from his own experience as a business executive and entrepreneur to illustrate and strengthen understanding of the subject.

Objective
To convince participants to focus on benefits of the product or services that they are selling and not on features.

Content
Usually, most of us focus on discussion of features while selling whereas we must focus on converting the "features" into "benefits for the customer." Customer is not buying the features but rather he is buying benefits. This session will be devoted to practicing how to convert features into benefits. Discussion on the subject will assist the participants to improve their selling skills to customers.

Format
The training program will be highly interactive, that is, participants will be involved in discussion. The Trainer will use examples from his own experience as a business executive and entrepreneur to illustrate and strengthen understanding of the subject.

Objective
To explain to the participants how to locate, select and appoint dealers.

Contents
Appointment of the right dealer is very important. It could mean the difference between success and failure in the marketplace. Discussion will highlight the need to properly scan the market for suitable dealers rather than choosing from the options which are easily available. Proper selection and appointment of effective dealers is key to success. Mr. Avinash Narula has had tremendous experience in locating and selecting dealers. The subject will be discussed with examples from Mr. Narula's experience.

Format
The training program will be highly interactive, that is, participants will be involved in discussion. The Trainer will use examples from his own experience as a business executive and entrepreneur to illustrate and strengthen understanding of the subject.

Objective
To explain to the audience the importance of positive attitude.

Content
To be effective, a manager not only needs to have a positive attitude but also needs to have the ability to generate positive attitude amongst his subordinates so that they are motivated to perform to the best of their ability. For internal and external customer satisfaction to take place, employees have to have a positive attitude towards the company, work, colleagues, customers and above all oneself. The areas that will be addressed are as follows:

(i) Importance of positive attitude
(ii) Building a positive attitude
(iii) Motivating yourself and others everyday

Format
The training program will be highly interactive, that is, participants will be involved in discussion. The Trainer will use examples from his own experience as a business executive and entrepreneur to illustrate and strengthen understanding of the subject.

Objective
To convince participants that they need to say just 4 words to become leaders and successful.

Content
Avinash Narula believes that every person can be a leader. To become a leader all he has to say the four words, "I will do it." Without saying these words, a person can never achieve anything nor can he become a leader. DhiruBhai Ambani said that lets complete the Jamnagar refinery on time and they did it. Whether you say these words loudly or just say it in your mind, you have to say it to become a leader. A concept developed by Avinash Narula based on his experience.

Format
The training program will be highly interactive, that is, participants will be involved in discussion. The Trainer will use examples from his own experience as a business executive and entrepreneur to illustrate and strengthen understanding of the subject.

Objective
To convince participants to focus on the competition as it is the competition that is the cause of every company's woes.

Objective
To convince participants that they need to say just 4 words to become leaders and successful.

Objective
(a) To explain to the participants the reason why there is conflict in the organization which leads to lack of teamwork.
(b) To convince the participants to become professionals by taking all actions in the best interest of the company / organization which will result in automatic teamwork.

Objective
To convince participants that it is very important for them to understand what business they in so that they are able to define their competitors so as to develop effective comopetitive strategy.

Content
Though Theodore Levitt wrote his famous article titled Marketing Myopia in 1975, I believe the idea behind this article is still very much relevant and I think it will become increasingly more important in the future. According to Levitt, most companies fail because they incorrectly define the business they are in, that is, they define it narrowly in terms of the product rather than the benefits the product or service provides to the customer. Why is it important to understand what business we are in? Well, the answer to this question will assist you in figuring out who your competitors are so that you can establish effective competitive strategies.

Today, fast changing technology is bringing about a discontinuous change, that is, change which has no connection to the past. So where the competition will come from, one doesn't know. Fax machine have become obsolete because of email. Landlines are becoming obsolete because of mobile phones. You can watch movies on demand on your TV or mobile phone. You can take care of your customers all over the world from a single location cost effectively. We do not know where technology is going to take us. It is because of this that I say that it will increasingly become more and more important to define your business in a broad manner based on the benefit that your products of services provide to the end consumer. Exactly, what Levitt suggested in 1975. So before you sit down to develop any strategy, first establish "What business you are in?" and "Who are your competitors?" Remember, to define your business broadly based on the "benefit" it provides to the customer and not on the "product type."

Format
The training program will be highly interactive, that is, participants will be involved in discussion. The Trainer will use examples from his own experience as a business executive and entrepreneur to illustrate and strengthen understanding of the subject.

Objective
To convince participants that it is increasingly becoming important to have working names or names that communicate for their products, services and companies.

Content
The name of the company or brands should communicate something to the customer, that is, they should communicate something about the company or brand to the customer. Avinash Narula will discuss what to keep in mind while selecting a name for your company or brand.

Format
The training program will be highly interactive, that is, participants will be involved in discussion. The Trainer will use examples from his own experience as a business executive and entrepreneur to illustrate and strengthen understanding of the subject.

Objective
To convince participants to identify and understand what the core competence to their company is and how to use it to establish its competityive advantage.

Content
Why do we need to worry about core competence? Well, Avinash Narula thinks that you need to know what your core competence is for a number of reasons :

To make decisions about diversification.
Identify the target market for your business(s).
Suggest to you as to which competencies you should further develop or build to maintain your competitive advantage in the future.
Provides you the basis for understanding the strength of the competitors. For instance, if you just looked at the leaves of a tree or the end products of a company, you will neither be able to assess the strength of the tree or that of the competitor.
Identify potential competitors.

Avinash Narula will explain the concept using Indian examples.

Format
The training program will be highly interactive, that is, participants will be involved in discussion. The Trainer will use examples from his own experience as a business executive and entrepreneur to illustrate and strengthen understanding of the subject.

Objective
Participants will learn the reasons why products and services fail or succeed so that they can establish more effective marketing strategies for their own products and services.

Content
Avinash Narula will explain with examples why products and services fail or succeed. This will assist participants to develop an effective competitive strategy for their products and services. The analysis of why products and services fail or succeed will incorporate the theoretical aspects of marketing strategy. Participants will get to know why Nirma succeeded or why "Sawal Dus Crore Ka" show failed.

Format
The training program will be highly interactive, that is, participants will be involved in discussion. The Trainer will use examples from his own experience as a business executive and entrepreneur to illustrate and strengthen understanding of the subject.

Objective
To convince participants to focus on customer retention.

Content
Avinash Narula will prove mathematically that even after firing your sales and marketing team as well as your advertising agency, how you can still increase your sales and market share. This is based on Avinash Narula's personal experience and his concept of Customer Math. Participants will also learn customer mathematics.

Format
The training program will be highly interactive, that is, participants will be involved in discussion. The Trainer will use examples from his own experience as a business executive and entrepreneur to illustrate and strengthen understanding of the subject.

Objective
Participants will get to know the 80/20 rule of making effective of writing reports. To convince participants in developing a believable story while writing reports

Content
A large number of people believe that for effective writing you need a extensive vocabulary and in-depth knowledge of the rules of English grammar. No wonder, most people hate writing. Of course, these things help but what is more important is knowing and implementing the 80/20 rule of communicating ideas effectively. It is this 80/20 rule that is the most vital part of your writing which will convince others to adopt your ideas or buy your products and not the expensive. In fact, implementing this 80/20 rule will automatically make your writing precise, convincing, of optimum length/duration, easily understandable, believable and interesting. You could end up killing a number of birds with just one stone.

This seminar is based on a book titled "80/20 rule of Communicating Your Ideas effectively" by Avinash Narula. Avinash Narula has made a habit of turning self experience into management lessons for others through his books. Review of Avinash's presentation by the chairman of the company he worked for in U.S. in 1989 became the basis of this book. After successfully using the concept himself for a number of years, he has shared this simple concept with participants in his training program with excellent results.

Format
The contents will have an appropriate mix of theory and practice with more emphasis on the later. The training program will be highly interactive, that is, participants will be involved in discussion. The Trainer will use examples from his own experience as a business executive and entrepreneur to illustrate and strengthen understanding of the subject.

Objective
Participants will get to know the 80/20 rule of making effective presentation. To convince participants in developing a believable story while making presentations

Content
Most people think that what you need to present your ideas is a "gift of gab" and a fancy set of slides. This is far from the truth. Of course, these things help but what is more important is knowing and implementing the 80/20 rule of communicating ideas effectively. It is this 80/20 rule that is the most vital part of your presentation which will convince others to adopt your ideas or buy your products and not the expensive colorful slide presentation you have made. In fact, implementing this 80/20 rule will automatically make your presentation or writing precise, convincing, of optimum length/duration, easily understandable, believable and interesting. You could end up killing a number of birds with just one stone.

This seminar is based on a book titled "80/20 rule of Communicating Your Ideas effectively" by Avinash Narula. Avinash Narula has made a habit of turning self experience into management lessons for others through his books. Review of Avinash's presentation by the chairman of the company he worked for in U.S. in 1989 became the basis of this book. After successfully using the concept himself for a number of years, he has shared this simple concept with participants in his training program with excellent results.

Format
The contents will have an appropriate mix of theory and practice with more emphasis on the later. The training program will be highly interactive, that is, participants will be involved in discussion. The Trainer will use examples from his own experience as a business executive and entrepreneur to illustrate and strengthen understanding of the subject.

Objective
To convince participants to keep their customers happy and that dissatisfying customers can very costly.

Content
Most of us not fully aware as to what dissatisfied customers can do to our careers and business prospects. Dissatisfied customers can cause serious damage to our bottom line in a number of ways and most of the time we do not even get to know about it. Avinash Narula will explain with examples the damage that dissatisfied customers can cause to you and your business.

Format
The training program will be highly interactive, that is, participants will be involved in discussion. The Trainer will use examples from his own experience as a business executive and entrepreneur to illustrate and strengthen understanding of the subject.

Objective
To convince participants that they should keep their customers satisfied as they can boost your career and business prospects.

Content
Satisfied customers can do wonders for your career, business and even your soul. Avinash Narula will explain with examples how satisfied customers can assist you in increasing your business and improving your career prospects. He believes that a customer is like a genie. When you rub it (satisfy him), you just don't know where he will take you.

Format
The training program will be highly interactive, that is, participants will be involved in discussion. The Trainer will use examples from his own experience as a business executive and entrepreneur to illustrate and strengthen understanding of the subject.

Content
If you have difficulty in achieving reasonable growth and profit targets (who doesn't?), you will find the cause of and the solution to this universal problem in the understanding of the Unhappy Customer Stock Exchange. Avinash Narula blames it all on companies exchanging their unhappy customers with the unhappy customers of their competitors. Probably for the first time, you will get to know what customer satisfaction and retention have to do with brand equity and asset value using the concepts of financial and marketing theory. To top it all, the author uses simple math to prove his point. This seminar is based on the book titled Unhappy Customer Stock Exchange by Avinash Narula. Avinash Narula has done an excellent job of elaborating on a very interesting and simple concept of the invisible Unhappy Customer Stock Exchange which he had introduced in his first book on customer satisfaction - Customer Math.

Format
The seminar/training program will be highly interactive, that is, participants will be involved in discussion. The Trainer will use examples from his own experience as a business executive and entrepreneur to illustrate and strengthen understanding of the subject.

Content
Inspite of everybody (including the CEOs) knowing the importance of a customer to their business, still why do companies treat their customers the way they do? Avinash Narula feels that the root cause of the problem is that even though we know about the concept of customer satisfaction, we do not BELIEVE in it. Knowing the concept isn't enough for you to implement it. You have to believe in it. We don't believe in it because we don't see any evidence of the harmful effects of dissatisfying a customer or losing one. The reason why we do not see the cost of customer dissatisfaction is because a dissatisfied customer turns into a customer iceberg. Just like an iceberg, customer iceberg also hides most of the cost of customer dissatisfaction.

In this book, Avinash Narula attempts to make the complete customer iceberg visible so that all of us become BELIEVERS. He will lay bare the extensive damage that customer icebergs cause to businesses so that they are cautioned against creating more customer icebergs. This seminar is based on the book titled Customer Icebergs by Avinash Narula. Avinash Narula.

Format
The seminar/training program will be highly interactive, that is, participants will be involved in discussion. The Trainer will use examples from his own experience as a business executive and entrepreneur to illustrate and strengthen understanding of the subject.

Objective
To convince participants that they need to say just 4 words to become leaders and successful.

Objective
(a) To encourage participants on taking continuous developmental actions to improve performance.
(b) To encourage participants to assess the performance of their subordinates and team members not just on achievement of targets but also on actions taken by them.

Content
Very early in his professional selling experience, Avinash Narula had two interesting experiences (first one in 1975 and the next in 1979), which convinced him that there was no short cut to achieving consistent higher sales. According to him, the key to achieving consistent higher sales is not to focus on targets or depend on clinching the big deal that you have been working on for six months. Now you must be thinking that Avinash must be from Mars where you probably get your salary without achieving targets or where you do not have bosses. Well, this is your opportunity to find out what you should be focusing on to achieve consistent higher sales, not in Mars but in your own territory.

The concept of "Building your pipeline" is based totally on Avinash's experience. He will explain the concept with interesting examples which actually taught Avinash what he should focus on. Throughout his professional career, Avinash has never focused on targets. In fact, you will find out that when he achieved a record breaking sales in 1976 and achieved market leadership for the product he was selling, he was not even aware what his sales numbers were till his boss informed him. So if you would like to automatically achieve your targets, find out what you should focus on.

Format
The seminar/training program will be highly interactive, that is, participants will be involved in discussion. The Trainer will use examples from his own experience as a business executive and entrepreneur to illustrate and strengthen understanding of the subject.