"WINNING THRU' SERVICE"
TURN YOUR PRODUCTS INTO SERVICES AND YOUR SERVICES INTO THE BEST EXPERIENCES CUSTOMERS CAN BUY.

In today's highly competitive scenario, profit margins are getting smaller. Products compete on features that can be copied/replicated. Today's key differentiator for all companies is now Service, whether you are selling cars or healthcare. Service is the peak of economic value… from trading commodities to selling products ending with marketing service. Your key to opening the potential of your company's future is to transform your company into a Service company. If yours is already a service company, discover how to transform it into the Best Service Company in your industry.

Doing business as a service opens up numerous opportunities to increase your value in the market. But also consider the demands that will be placed on your Organization and Management. Discover how to bring out the best of your company, its leadership and its people to discover just what you are capable of.

Let's discover together how the service industry characteristics are linked to their corresponding products. This linkage forms the service chain. Good business practices keep

(1) Your customers participated in the production and consumption process.
(2) Service partners play key roles in customer's satisfaction or dissatisfaction.

People don't buy products or services … they buy experiences.

Each customer experience is unique and personal. New information technologies allow marketers to communicate the complete experience. Learn to communicate personal experiences by a careful staging of your products and services to get your message across. Reach your customers in such a way that they can take away your messages and make them their own.

"People don't care how much you know unless they know how much you care."
Harish Dhingra

In today's world of shrinking boundaries, the demarcation between 'Product' and 'Service' is disappearing rapidly; consequently, your product is only as good as your service. Without excellence in service, your product is just another product in the assembly line.

The competitive business environment, ought to spell SUCCESS as S-E-R-V-I-C-E. Service, which reveals the human face of an organization or product.

Winning thru Service (WTS) empowers your company with Cutting-Edge-Service values and passion. CEO Harish Dhingra will give you practical solutions to impeccable service delivery and to higher profits.

Companies use SQ PLUS as a continual source of insight to guide their most critical customer relations queries & business technology decisions.

Our Training Program imparts on how to direct and support individuals so they feel good about their role in serving internal and external customers, and are able to weave service into all aspects of the organization.

Our Seminars can shorten the pilot cycle of your Product Strategy Development by transferring knowledge to both your Executive staff and your end-user communities so you can effectively develop solutions that are responsive to your production environment.

"If you think education is expensive, try ignorance."
- Derek Bok President, Harvard University.

OBJECTIVES OF "WTS"

• Identify a series of Key Relationships that determine Profitability in Service Business.
• Help you develop ways to measure and correlate the determinants of profitability in your organization.
• Demonstrate how an understanding of Key Relationships in a service business can change the way you asses Customer needs and Performance against those needs, Design Product and Services, Mobilize People, and Organize Work Relationships and Processes.
• Enhance your awareness of what constitutes Value for Customers and the employees who serve them, and enable you to develop strategies for delivering that value.
• Demonstrate the link between Profitability and Customer Retention through service.
• Understanding of the services and how they differ from the goods.
• Creating value for different Market Segments.
• Provide guidelines for Effective Service Recovery.
• Managing links between Customer Organization and Providers.

MANAGEMENT OUTCOMES

• Identify and measure the key determinants of Profitability in your business and understand the relationships among these determinants.
• Evaluate your organization's performance in the key areas of Employee Satisfaction and Retention, Customer Satisfaction and Retention, Internal and External Service Quality.
• Identify the areas that need improvement; plan actions needed to produce change, and decide where and how to initiate those actions.
• Identify the key elements of a Superior Service Delivery System.
• Developing Service Value System for the organization.
• Understanding Consumer Behavior.
• Creating and delivering value in the service industry.
• Define what Customer Retention means in your organization and understand the economic power of increased retention.
• Devise procedure for handling customer complaints effectively and preventing recurrence of the same.
• Understand how operating, technological, and human resource factors support or inhibit effective service delivery and recovery.

WHY WINNING THRU' SERVICE (W T S)

• When you want an Assured success.
• If you want Higher Profits, Loyal Customers & Repeat Business.
• To know the How's & Why's of developing excellent customer relationships based on Quality service that leads to Business successes.
• If you want to transform your customers 'traditional purchase of products and services to that of "delightful experiences".
• To recognize your need for customizable content in a hassle-free management solution system.
• Our training not only meets that immediate need, but will grow with you as your needs change.
• Because Our Service Excellence team seeks to meet the needs of all management related queries in a form that is flexible, easy-to-use course environment filled with rich content resources.
  

OUTCOMES OF WTS

• Satisfied Employers who have treaded their career path with us.
• Service that successfully meets customers' objectives & performance above expectation Awards in the form of attention and recognition from the industry
• Relationships that extend beyond the delivery of one seminar and training
• Enabling employers to maximize the value of their enterprise content, empowering them to rapidly deploy business critical information wherever, whenever, and however they need it.