Service Excellence Mindset (Karachi)

INTRODUCTION

Service is the easiest thing to talk and the most difficult to implement in our work culture. But service excellence in most industries is the only differentiating factor over competition. Evolving from customer services, service excellence to service culture is the unfulfilled dream of many organizations. The dream can be manifested.

LEARNING OUTCOMES

• Realize that service whether in person or through technology is the heart and soul of any business.
• Realize that for service excellence one needs to be a self-starter rather than waiting to be told to take action.
• Realize that quality of service needs to be measured, monitored and evaluated to ultimately develop an ongoing culture of service excellence.

PROGRAM CONTENTS

1. What is Service Excellence to you?
2. Real examples of day to day service excellence gone wrong.
3. Link between organization, customer and service.
4. Concept and role of internal customers.
5. The 6 keys to elevate your service
6. Are all customers good or bad?
7. Types of difficult customers and techniques to handle them better.
8. Building service standards and service culture in your organization.
9. Service Champions and Service Standards
10. Do you have service standards in your organization?
11. Satisfied happy customer as the mouthpiece free promoter of your organization.
12. Service challenges in Pakistani environment and ways to overcome them.
13. Your role and commitment to providing and imparting service excellence in your organization.

WHO SHOULD ATTEND

Frontline and back-office staff, business development officers, service quality staff, call center agents.

PROGRAM SCHEDULE

The workshop is one day program (9:00 pm to 4:00 pm).

LEARNING INVESTMENT

Rs 18,000/- learning investment includes; certificate, hands-on training, participant training kit, refreshment, lunch, and business networking.

TRAINER’S PROFILE

Usman Butt is a  IBA Graduate and a diploma holder in banking with double distinctions from IBP-Karachi. He has 24 years of experience with local and foreign banks, bpo, education and consultancy. Out of this experience 18 years have been exclusively with learning and development in different capacities including Head and Executive Director. He is a certified master trainer from reputed forums.

Usman regularly trains and speaks at different platforms and forums both in classroom as well as in webinars. His forums include both the prestigious NIBAF and IBP.

Usman’s workshops are highly engaging and energizing for both technical and professional development. He happily and eagerly shares his 24 year corporate experience in his various workshops.

He also appears as a motivational speaker on various morning shows and FM shows.

He has recently started a training and hr consultancy company-Level Up (People & Learning Solutions) as its founder.