TwinTech Academy Business Management,
Chennai Conducted a Session on Effective Service Delivery on 13th
May 2017.
The
session was very lively and interactive with a good number of participants
contributing to the content of the session with their comments and personal
experiences in their sphere of work.
The
concept of customer service, profit chain and the benefits that would accrue to
the organization when excellent customer care is rendered on were highlighted.
Referrals, Positive word of mouth, standing apart from the competition and
increase in revenues were discussed.
Videos
were shown on handling different types of customers such as an angry customer, impatient
customer and Passive customer.
Further
a couple of short videos on bad customer service were screened and the
participants were asked to comment on the deficiencies that they observed on
the delivery of service. The golden rules of customer service were discussed.
It was felt by all the participants that given the intensity of the competition
prevailing in the health care sector, in addition to quality of care, the
service levels are very important to drive patient footfall and if there are
inadequacies in this area it will clearly reflect on the growth of the
hospital.
All
the participants were very happy with the quality of the session. The
facilitator of the session asked the participants about their impressions on
the session as they were his customers. All the participants gave an excellent
feedback on the session and opined that they were delighted customers at the
end of the session.
The
session was conducted by highly qualified and experience professionals like Mr
Murali Subramanian, professor of healthcare marketing, Indian Institute of
Knowledge Management (IIKM) and Visiting Management faculty to many B Schools
and he also faculty for TwinTech Academy programs.
Mr A. Mahalingam, Managing Director of
TwinTech Academy took this opportunity to wish the participants for their
cooperation and successful completion of this session
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