Zigma Learning Services

Kion Group

Detailed Design Document

Version 1.0
15.09.2015

General Terms
The following contents are exclusive and confidential to and between Zigma Learning
Services and Kion Group. Please do not share this with any other party without prior
written consent of Zigma Learning Services.

Overview
Based on discussions between representatives of Zigma Learning Services and Kion
Group, the following is the detailed design document for the program Customer
Relationship Management

Private and Confidential

Next Steps on Agreement

1. Steps in Delivery
1. The training on Customer Relationship Management is to be conducted with
the following methodology;
Step One

Description

Training Delivery (1 Day)

Methodology

Venue, Date and Time of the Training to be

confirmed and training delivered as per final
design document.

Experiential
learning. Common
elements used
PowerPoint
presentation Videos
Activities (Group
and Individual)
Psychometric
assessments
(optional)

Step Two

Description

Post Training Report

(Remote)

A Post training report will be submitted to

Kion Group within 7 working days of the
training which will include Trainer
observations and recommendation as well as
a feedback analysis report.

3. Design Document
Client Centricity External Clients
Day 1
S.No
.
1/6/2016

Module Topic

Objective
Zigma Learning Services Detailed Design Document
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Private and Confidential

Intro &
Objectives

Introduction
to Customer
Centricity

Ice-breaker, Introduction, Setting and

Managing Expectations

What is Customer Centricity?

Paradigm Shift : From pushing products to

winning customers
Whats in it for you? Whats in it for your
customer?
Identifying cultural changes necessary for
customer focus

Understandin
g ones
Customer

Know your customer

Customer expectations

The Inquiry and Advocacy Model

(O.R.D.E.R)
Customer Service An important
component

The Customer service Excellence Ladder

Choosing customer centric language

Listening

Customer Styles Social Styles Model

Harnessing Inter-personal communication

skills

Having difficult Conversations

Dealing with Difficult customers

Reflections

Question and Answer and Key highlights

S.No

Module Topic

Objective

Session Start

Ice-breaker Session Objectives and Recap

Becoming

Communicati
ng with
Customers
for
collaboration

Day 2

1/6/2016

Behaviors to become Customer centric

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Private and Confidential

Customer-centric

1/6/2016

Establishing
Trust based
Relationships

The Problem
Solving Attitude

The Clinic What

can be done
better?

Feedback and
Closing

Managing Emotions

Importance of Trust based relationships

The Trust Principles

Strategies to Build Trust. Dealing with

negativity

Reactive vs. Proactive

Collaborative problem solving

How to say No Positive Mirroring

Technique

Current situations : Analyzing the Gaps

Dealing with customer complaints : Best

practices

Customer Feedback Mechanism

Customer Relationship Review mechanism

Discussions based on case studies

Reflections, Key Point Highlights, Closing

Zigma Learning Services Detailed Design Document

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