There is a debate that rages in halls, at dinner tables and in symposiums across the world:

In the battle of Average Product +Great Service vs Great Product +Average Service

WHO WINS?

In a culture where ‘Customer is king’ is accepted as the only way to do business, the importance of customer satisfaction, retention and expansion can never be understated.

Although it would be ostentatious to say that only customer service will make you choose one brand over the other, it is certainly one of the major influencing factors. With customers spoilt for choice, it is a growing trend for people to move from one brand to another, having been promised a different class of service.

Customer servicing is an important and essential aspect of brand Management. The service sector has been one of the fastest growing industries in recent times, often being the highest contributor to the country’s Gross Domestic Product (GDP). Since the last few decades, it has shown consistent growth and development.

However, at present, most management courses have yet to evolve to understand and cover the intricacies of the service industry. AEGIS Global Academy has paved the way to understanding customer behavior and expectations, and addressing their demands. The institution, one of the leading management institutes in India, has recently introduced the Institute of Customer Experience Management (ICEM).

The course will train and develop customer experience managers. The proposed curriculum includes 65% practical application and 35% theoretical studies. The 15 month course is divided into two parts – 11 months of classroom teaching and 4 months of hands-on training. The AEGIS management is certain that the 4 month internship will help students extensively understand and practice the theories learnt in their lessons.

AEGIS’ ICEM has a large campus spread over 30,000 sq. ft. with 5 state-of-the-art classrooms, with a combined capacity of over 300 students. The campus is completely Wi-Fi enabled and with a fully equipped library with over 15,000 books. Hostel facility is available for both men and women.

This is only the first instance of such a course being developed in India. The ever growing importance of the service industry in India is now being acknowledged with the introduction of this course in efficient services management.