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PM Footprints - Improve Customer Satisfaction by Managing Customer Expectations.
Mr. Johncey George
Director – Software Delivery Center 

6.30 PM to 8.00 PM 

Royal Orchid Central Hotel, 
47/1, Manipal Center,
Dickenson Road, Bangalore 


Profile of Speaker(s):
Mr. Johncey is currently heading the Software Delivery Center for Schneider-Electric in Bangalore.
The division handles several multi-million dollar projects across the globe.
Johncey started his career as a Software Engineer and has handled Project Management for several years. He is a BE(Computer Science) by education and has also completed Executive General Management Program from IIM Bangalore. He has also completed a short program on “Managing and Transforming Professional Services firms” from Harvard Business School.
He is very passionate about Customer Service and has conducted this workshop within Schneider offices in India and in Dubai.

Topic Description:
The presentation will first transfer the audience to the real world and what you (audience) as a customer would be experiencing. For eg. be it in a shopping mall or a hospital. What is your expectation and what are your reactions? How could have they improved your experience?
Can these principles and experiences be applied to our customers, and hence improve the overall Customer Satisfaction?
Expected Take-away:
The audience will have a framework, where they can start relating to their own real life experience when they are customers, to their professional lives when they are servicing their customers. It will trigger a feeling of relating to oneself, when they deal with their customers and get them more focused on their approach to handling customers.