Past events

Training on "Service Excellence – the Competitive Edge: Hi-Tech or Hi-Touch"

Custommerce Service Excellence Foundation organised a one-day training program titled "Service Excellence - the Competitive Edge: Hi-Tech or Hi-Touch" on 20th April 2012 at the Taj Coromandel Hotel, Chennai. The program was conducted by Prof. Ramesh Venkateswaran, Chairman of Custommerce Service Excellence Foundation and a visiting faculty at IIM, Bangalore. He is a former director of the SDM Institute for Management Development, Mysore. Ramesh has over 17 years of experience in the corporate sector and 20 years as a management consultant and trainer.

Forty-five participants from companies like Toyota Kirloskar Motor, Royal Enfield, TVS Logistics, Murugappa Group, Titan, Servion Global Solutions and Fenner attended the program.

The program covered the different topics like customer's buying behavior, importance of intangibles during customer interaction, need for empowering customer facing staff, customer rage, complaint management and customer delight.

There was a high level of participation as well as sharing of service experiences by the participants. The program was received well by the participants, with most rating it 'Excellent' or 'Very Good'.


Technology is an enabler for desired customer experiences

Yes No

in publications

Low level of customer satisfaction should be of concern

Only 5.1 per cent of respondents in a nationwide survey recalled a great service experience, whether travelling by public transport or in a bank...



A service opportunity missed?
Tuesday, 12 Nov, 2013 12:00 PM

Service Evasion
Wednesday, 24 Jul, 2013 09:00 AM

The expectation dry-up?
Thursday, 04 Jul, 2013 07:00 PM