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A one-day Management Development Program (MDP) on 'Managing Difficult Customers' was held on June 21, 2019, at SDMIMD, Mysore. The program was designed for executives and managers who manage customers and academicians in the area of marketing.
The resource persons were Dr Mousumi Sengupta, Professor of Organizational Behaviour & Human Resource Management and Dr Sugant, Professor - Marketing. The sessions were planned to discuss the tools such as emotional intelligence in dealing with the customers, steps involved in complaint handling, relationship management, customer value and tools & strategies for service recovery. The sessions were driven through activities and exercises.
Earlier, Dr H. Gayathri, Deputy Director & Professor-Marketing, SDMIMD, inaugurated the program and opined that 'Customer is always right' and social media plays important role in reaching the customer and managing them. Dr Sunil MV, Coordinator, introduced the resource persons and presented the theme of the programme.