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Friday, October 19, 2007

CII Workshop conducted in Tuticorin

The Confederation of Indian Industry (CII), Madurai Zone, conducted a workshop on ‘Managing customer service and relations’ in Tuticorin City on 18th October, to enhance the skills and capacity of executives at various levels in industrial units.

Delivering the keynote address, M.M. Balasubrahmaniam, Director, Centre for Organisation and Professional Excellence (COPE), Chennai, said that industry people should give utmost care to improve relations with their customers, if they had to widen their business repertoire.

According to him, customer satisfaction and customer retention was important considering that supply of any particular consumer item was seven times the demand after liberalisation and globalisation set foot in the country.

Satisfied customers would become ‘unpaid salesmen’ of a product provided the customer care services were excellent, as they would propagate his good experience to larger sections of the society.

Conversations over telephone with the customers should be carried out carefully since a company executive was forced to rely on the voice alone without the ‘support’ of body language. Listening skills should be developed if any firm wanted to cater to the changing needs of its customers comprehensively.

Mr. Balasubrahmaniam asked the companies to ‘delight’ the customers by providing them with sundry services that gives value addition to the products and customer relations.

R. Ramasubramanian, chairman, CII (Tuticorin district) and R Edwin Samuel , convener (logistics panel), CII (Madurai zone), spoke.

A total of 48 executives representing 16 companies attended.

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