Customer Service Excellence

IntroductionService economy is the fastest growing economy and the organizations previously positioning them as goods manufacturing companies have to supplement their products with a bunch of pre and post sales services. The service sector makes significant contribution to GDP as well as economic growth in most countries, creating jobs, inputs and public services for the economy. So attaining the service mindset and requisite skillset will help the professionals in their career advancement, and they can contribute in economic advancement of their respective industries and country as well. Achieving Excellence in Customer Service training course is designed to give participants the requisite communication skills, negotiation strategies, and customer service best practices they require to take their organization from good to great. Customer Service training is aimed at those organizations who are looking to improve their customer focus and develop their customer culture by working towards the Customer Service Excellence Standard.

09JULY

ISLAMABAD09th July 2019 | 9:00am - 5:00pm | PSTD, IslamabadWorkshop Investment: PKR 28,500 + GST (Fee per participant)

FOR REGISTRATION DETAILS PLEASE CONTACT

Mobile: +92 321 5359737 | + 92 332 5318168Email: shahzaib.ul.mulk@pstd.com.pk

Objectives:The main objectives of the training are to make the participants capable to demonstrate,1. Building enhance external & internal customer relationships by delivering a consistent superior customer experience2. How to efficiently & successfully resolve queries, supply relevant information & conclude every interaction on a positive note3. How to deal with difficult customers in a professional manner4. How to Listen effectively, ask relevant questions and summarize to respond fully to a customer request5. How to turn customer service disappointment into a positive experience6. Setting Standards of Service Performance 7. Performing Gap Analysis, Current Level of Customer Satisfaction and Where Do We Want to Be? (Desired State of Customer Satisfaction)8. How to develop New services (QFD)9. How to Deal confidently and assertively with difficult people10. Use communication skills effectively and overcome barriers

Impact and outcomes:Organizational Impact

• A shared organizational customer-centric service vision• Enhanced professional image with customer base• Increased customer retention and revenue growth• Improved intra / inter departmental communication and teamwork• A more productive and customer-focused workforce• Improved conflict resolution skills

Personal Impact

• An appreciation for the importance of customer service excellence• Best Practices of world-class customer service providers• Enhanced leadership and communication skills• Increased confidence to work professionally with difficult or upset customers• The insight to adjust your temperament style to become more versatile, adaptable and highly successful• Improved time management and goal setting skills to increase productivity Who should attend this Customer Service Workshop:• Frontline Customer Service Representatives (CSR)• Team Supervisors• Department Managers• Account Managers• Field Service Representatives• Broker Support• Help Desk• Call Centre Agents

He has done his Masters in Business Administration from IBA Karachi back in 1997 and done PhD in Human Resource Management. The focus of his dissertation is about exploring spirituality level in individuals and its consequences on attitudinal and behavioral outcomes. He started his career from a textile concern as a Marketing Manager. He also handled quality management affairs and helped implementation of systems like ISO 9000. He then started consultation of quality management related issues. He has a rich experience as a consultant in the field of organizational development. His areas of expertise are organizational development and restructuring, organizational cultural dynamics, developing HRM system, developing quality management systems and project management.

He has conducted many training sessions in the areas of Positive Thinking, Mindfulness, Spirituality, Workplace Spirituality, Effective Team Building, Effective Decision Making Skills, Project Management, Effective Communication and Professional Skills, HRD, Total Quality Management, and Conflict Management etc. He is an academician as well having a vast experience of research in the area of business management. He has four international publications on his profile. His current area of research is Individual Spirituality, Workplace Spirituality, and their impact on individual as well as organizational performance. He has provided trainings for the following organizations,

Trainer’s profile:

Dr. Fuwad Bashir