Karachi 8 – 10 May, 2017 | Lahore 24 – 26 April, 2017 | Islamabad 2 – 4 May, 2017

Click Here for Full List of Training Modules Under this Initiative

Click Here for Training Calendar of Wave-1

The program will facilitates in instilling a professional approach to customer service and problem solving in your team leaders and supervisors by providing the customer services knowledge framework and by developing effective personal and team management skills thus enabling them in driving customer loyalty.

Learning Outcomes

  • Appreciate and bring a change in mindset toward a ‘culture of customer service’
  • Develop relationships with customers to inspire loyalty
  • Create greater team focus on customer experience
  • Provide more WOW moments for customers
  • Define stress including its positive & negative aspects
  • Identify and manage stress within teams
  • Manage teams effectively
  • Utilize the decision making process
  • Understand correct English writing skills
  • Communicate effectively with colleagues

Duration:

Each batch will go through a training program that was for 21 hours split over 3 days into multiple sessions.

 Program Outline

  • Why become customer focused?
  • Understanding Customer Service
  • Understanding Customer Experience
  • Developing customer service attitude
  • Creating Customer experience
  • Understanding stress
  • Psychological and physiological impacts of stress
  • Recognizing stress in teams
  • Team stress management
  • Coaching skills for stress management
  • Understanding and managing conflicts
  • Understanding big 5 personality model
  • Implementing the decision making process
  • Communication  concepts & problems
    (Values, Attitudes & Perceptions)
  • Communication process & barriers
  • Non-Verbal Communication
  • Planning & Organizing
  • Writing Mechanics (The C’s)
  • Email etiquettes
  • Grammar, Punctuation & Style
  • Influence of Cultural Variables
  • Transactional Analysis
  • Strategies for delivering speeches
  • Reducing stage fright
  • Improving listening skills

Methodology

  • Role-play simulations of customer facing situations with feedback from the facilitator and peers
  • Group games, video clips

Training Flow

Day 1

Day 2

Day 3

Session-1

  • Why become customer focused?
  • Understanding Customer Service
  • Understanding Customer Experience

Session-2

  • Developing customer service attitude

Session-3

  • Communication Concepts & Problems
    (Values, Attitudes & Perceptions)
  • Process & Barriers
  • Non-Verbal Communication
  • Planning & Organizing
  • Writing Mechanics (The C’s)
Session-1

  • Creating customer experience

Session-2

  • Understanding and managing conflicts
  • Understanding big 5 personality model
  • Implementing the decision making process

Session-3

  • Email etiquettes
  • Grammar, Punctuation & Style
  • Influence of Cultural Variables
  • Writing Exercises
Session-1

  • Understanding stress
  • Psychological and physiological impacts of stress
  • Recognizing stress in teams
  • Team stress management

Session-2

  • Coaching skills for stress management

Session-3

  • Transactional Analysis
  • Strategies for delivering speeches
  • Reducing stage fright
  • Improving listening skills

 

Investment Amount

As the aim of this initiative is to build the capacity of BPO industry of Pakistan, therefore, cost of this course has been highly discounted for PSEB members only (~60% to market value).  Investment amount is PKR 14,290/= per participant, this includes training, program manual, simulations and activities, certificate of participation, lunch and refreshments, business networking.   

Tentative Time Table:

Location

Karachi

Lahore

Islamabad

Date 08-10 May, 2017 24-26 April, 2017 2–4 May, 2017

 

How to Register

Application forms can be downloaded from PIM’s Website (www.pim.com.pk), dully filled application forms for registration along with the course fee should be forwarded to the Program Office, Pakistan Institute of Management, Management House, Shahrah Iran, Clifton, Karachi-75600.

Enquiries on Telephones: (021) 9251718, 9251680 EPABX 9251711-14 Fax Nos: (021) 9251715 & 9251716

E-Mail: pimkhi@pim.com.pk            Web Site: http://www.pim.com.pk 

For course at Lahore and Islamabad applications should be forwarded along with course fee to the Programme Office, Branch Office, Pakistan Institute of Management, Management House, 70-B/2, Gulberg-III, Lahore. Telephones: (042) 9263133 & 9263136  Fax No: (042)9263138   E-Mail: pimlhe@pim.com.pk