Thesis

1.00 – 2.00 Lunch

2.00 – 3.30 Essentials of Customer Service PA

3.30 – 3.45 Tea Break

3.45 – 5.00 Customer Satisfaction /

Dissatisfaction PA

Saturday

19 July 2008

9.30 – 11.00 am Customer Service- Profit Centre and

Not a Cost centre PA

11.00 – 11.30 Tea Break

11.30 – 1.00 Customer Relationship Management PA

1.00 – 2.00 Lunch

2.00 – 3.00 Feedback PA

3.00 – 4.00 Valedictory PA

RV: Prof. Rohit Verman, ARC: Prof. Anjan Raichaudhuri, CPB: C.P. Bhatta

WEDNESDAY, 16 JULY 2008

On this day only in the evening Registration was scheduled were we were given the course material, course schedule and the rooms check in were done.

THURSDAY, 17 JULY 2008

A welcome note by Prof. Prafulla Agnihotri was given with an Icebreaker session were participants are asked to give there introduction and later on a micro lab session on importance of a consumer was taken on by Prof. Prafulla Agnihotri. The methodology was the classroom discussion and case study. Where we were taught two main Rules which needs to be followed:

1) CUSTOMER IS ALWAYS RIGHT

2) IF THERE IS ANY PROBLEM THEN REFER TO RULE NO. 1

AND IT IS ALL ABOUT MANAGING THE PERCEPTION OF YOUR CUSTOMER

And everyone’s experience and examples were shared.

After the tea break next session was taken by Prof. Rohit Verman on the topic “Understanding Consumers and Behaviour”. The methodology was the classroom discussion and case study. The key points discussed were:

 How do I maintain/ increase my market share/ profitability?

o Understand your own organizational capabilities

o Try to understand the market

 Channels

 Competitors

 Macro environment

o Understand consumers

 Develop appropriate marketing mix

 Views on market process i.e. 5-C Analysis, S-T-P Marketing and 4P’s Marketing Plan in total The Functional view and Marketing views

 In Marketing mix 4P’s is the tool and the 4C’s is the end

 Understanding the consumer...