Objective: To introduce the participants to key elements of Services Marketing with a view to improve the services rendered by the company to its customers

Time Particulars
9.45 am – 10.00 am Registration and Tea/ Coffee
10.00 am – 11.30 am Session I

  • What is Services Marketing – covering background and definition
  • Differences between Goods and Services
  • Role of Services in the Indian Economy
  • What is a Service Encounter and Moment of Truth
11.30 am – 11.45 am Tea Break
11.45 am – 1.15 am Session II

  • Characteristics of Services
1.15 pm – 2.00 pm Lunch Break
2.00 pm – 3.00 pm Session III

  • Customer Expectations of Services
  • Service Gap Model
3.00 pm – 3.15 pm Tea Break
3.15 pm – 5.00 pm Session IV

  • 8Ps of Integrated Services Marketing
  • Case Study on Services Marketing

Trainer Profile: Mr. Sagar Narsian is a Masters in Management Studies (M.M.S) with a specialization in Marketing from the Mumbai University. He has also been certified as a Marketing & Sales [CMS] professional in May 1999 by Certified Marketing Services International [CMSI], USA.
Mr. Narsian has a cumulative 18 years of b2b marketing experience covering management consulting, marketing research, product management, strategic planning and sales. He has a rich blend of cross functional and cross industry exposure having worked in electrical/ electronics, components, specialty chemicals, minerals, internet, networking, E-Commerce and Hosting services. He has been involved in developing new markets and products; his biggest assignment till date was with Satyam Infoway Ltd. as General Manager: E-Commerce where he was responsible for building SIFY’s business in the western region from Rs. 15 million in 1998 – 99 to Rs. 122.5 million in 99-2000 and further to Rs. 3000 million in 2000 – 01.
He has also been a Corporate Trainer and Management Consultant, in the area of Business Development, Sales & Marketing, for organizations such as Mahindra & Mahindra, Syngenta, Bharti, Raymonds, Kirloskar Oil Engines, Nikunj Group, Prudential [UK], McDonalds, Datamatics, SITEL, DHL, AOTS Ghana to name a few.