Training Plan On Customer Relations Management 15th Aug
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Training Plan on Customer Relations Management Date : 19th August, 2006
Day : 1 Time
Training Module
9.30 to 11.00AM
Orientation / Introduction
Details -
11.00 to 11.30 AM 11.30 to 1.00 PM 1.00 to 2.00 PM 2.00 to 3.30 PM
Ambassadors of Warid
-
Quality Customer Service
-
3.30 to 4.00 PM 4.00 to 5.30 PM
5.30 PM
How to Offer Better Customer Service Exercise -1
-
Training Module
9.30 to 11.00AM
Winning an Election
Details -
-
3.30 to 4.00 PM 4.00 to 5.30 PM
“It’s a mixed bag of Chocolates” Proper Telephone Technique
-
Continuing - Proper Telephone Technique
-
Continuing - Proper Telephone Technique
-
5.30 PM
AK/SI
AK/SI
AK/SI
Date : 20th August, 2006
Time
1.00 to 2.00 PM 2.00 to 3.30 PM
Tea / Coffee break Vision Core value Role of Customer Service Lunch break Importance of Customer Service in our organization Customer Service is Everyone’s Responsibilities Tea / Coffee break Ten Commandment for Better Customer Service
AK/SI
Time to go home ☺
End of day 1
Day : 2
11.00 to 11.30 AM 11.30 to 1.00 PM
Introduction about Warid Organogram Ground rules for training
Resource Person
End of day 2
What Customer really Wants and Expects 10 Needs of a Customer 5 Questioner for Customer Service Important Types of Customers Tea / Coffee break Handling the Telephone Your Best Voice Addressing the Caller Answering a Business Call How to Sound Great Shadowing/ Role Play Lunch break Putting the Customer on hold Transferring a Call Closing the Conversation/ Work Book Tea / Coffee break Monogramming the Call Giving the Caller Your Undivided Attention Giving Spoken Fed back Signals Taking Accurate Messages Avoiding Excuses Share Experience
Resource Person
AK/SI
AK/SI
AK/SI
AK/SI
Time to go home ☺
/var/www/apps/collegelist/repos/collegelist/trunk/collegelist/tmp/scratch7/7948495.doc
Day : 3
Date : 21st August, 2006
Time
Training Module
9.30 to 11.00AM
Continuing - Proper Telephone Technique
Details -
AK/SI
-
How to handle Irate/Angry customer That’s just rude Effective Listening Managing Objection Determining Callers Need The Art of Negotiation Tea / Coffee break Five Things you really need to know about your Customer Attitude is your Key to Success Proactive Customer Service Work Book Lunch break How to treat every Caller as a welcome guest Five Forbidden Phrases From Curt to Courteous Workbook
-
Six Cardinal rules of Customer Service Handling Customer Complaints Playing mind game Workbook
AK/SI
-
11.00 to 11.30 AM 11.30 to 1.00 PM
Understanding Customer Needs
-
1.00 to 2.00 PM 2.00 to 3.30 PM
Continuing -Understanding Customer Needs
-
3.30 to 4.00 PM 4.00 to 5.30 PM
Tea / Coffee break Continuing -Understanding Customer Needs
5.30 PM
End of day 3
Training Module
9.30 to 11.00AM
Overview of GSM Technology
-
Continuing- Overview of GSM Technology
-
3.30 to 4.00 PM 4.00 to 5.30 PM 5.30 PM
AK/SI
Date : 22nd August,
Time
1.00 to 2.00 PM 2.00 to 3.30 PM
AK/SI
Time to go home ☺
Day : 4 2006
11.00 to 11.30 AM 11.30 to 1.00 PM
Resource Person
Details GSM, LDI, IVR, WLL, GPRS, EDGE, MMS, Network, MSC, NSS, BSS, IN, SIM, MSISDN, IMSI, IMEI, etc Tea / Coffee break GSM, LDI, IVR, WLL, GPRS, EDGE, MMS, Network, MSC, NSS, BSS, IN, SIM, MSISDN, IMSI, IMEI, etc Lunch break
Continuing- Overview of GSM Technology IT System in a Mobile Phone Company End of day 4
Resource Person
AK/SI
AK/SI
AK/SI Tea / Coffee break Different IT System used and their utilization with common trouble shooting.
AK/SI
Time to go home ☺
/var/www/apps/collegelist/repos/collegelist/trunk/collegelist/tmp/scratch7/7948495.doc
Day : 5
Date : 23rd August, 2006
Time
Training Module
9.30 to 11.00AM
Process / SOP
-
Activities/ Game Continuing- Process / SOP Lunch break Continuing- Process / SOP
-
11.00 to 11.30 AM 11.30 to 1.00 PM 1.00 to 2.00 PM 2.00 to 3.30 PM 3.30 to 4.00 PM 4.00 to 5.30 PM 5.30 PM
Details Explanation of Process Flow Chart Tea / Coffee break
-
AK/SI Tea / Coffee break
Activities/ Game Continuing- Process / SOP
AK/SI
Time to go home ☺
End of day 5
Date : 24th August, 2006
Time
Training Module
9.30 to 11.00AM
Process / SOP
-
Activities/ Game Continuing- Process / SOP
-
Continuing- Process / SOP
-
1.00 to 2.00 PM 2.00 to 3.30 PM 3.30 to 4.00 PM 4.00 to 5.30 PM 5.30 PM
Details Explanation of Process Flow Chart Tea / Coffee break
Resource Person AK/SI AK/SI
Lunch break
AK/SI Tea / Coffee break
Activities/ Game Continuing- Process / SOP End of day 6
Day: 7, 8, 9 and 10 Time
Training Module
9.30 to 11.00AM 11.00 to 11.30 AM 11.30 to 1.00 PM 1.00 to 2.00 PM 2.00 to 3.30 PM 3.30 to 4.00 PM 4.00 to 5.30 PM
TABS- The CRM System
5.30 PM
AK/SI AK/SI
Day : 6
11.00 to11.30AM 11.30 to 1.00 PM
Resource Person
TABS- The CRM System TABS- The CRM System TABS- The CRM System End of day 7
-
AK/SI
Time to go home ☺
Date: 26-27& 28th August, 2006 Details Hands on training on system Tea / Coffee break Hands on training on system Lunch break Hands on training on system Tea / Coffee break Hands on training on system
Resource Person AK/SI AK/SI AK/SI AK/SI
Time to go home ☺
/var/www/apps/collegelist/repos/collegelist/trunk/collegelist/tmp/scratch7/7948495.doc
SI= Shahneela Islam AK=Azmat Khan
/var/www/apps/collegelist/repos/collegelist/trunk/collegelist/tmp/scratch7/7948495.doc
Day : 1 Time
Training Module
9.30 to 11.00AM
Orientation / Introduction
Details -
11.00 to 11.30 AM 11.30 to 1.00 PM 1.00 to 2.00 PM 2.00 to 3.30 PM
Ambassadors of Warid
-
Quality Customer Service
-
3.30 to 4.00 PM 4.00 to 5.30 PM
5.30 PM
How to Offer Better Customer Service Exercise -1
-
Training Module
9.30 to 11.00AM
Winning an Election
Details -
-
3.30 to 4.00 PM 4.00 to 5.30 PM
“It’s a mixed bag of Chocolates” Proper Telephone Technique
-
Continuing - Proper Telephone Technique
-
Continuing - Proper Telephone Technique
-
5.30 PM
AK/SI
AK/SI
AK/SI
Date : 20th August, 2006
Time
1.00 to 2.00 PM 2.00 to 3.30 PM
Tea / Coffee break Vision Core value Role of Customer Service Lunch break Importance of Customer Service in our organization Customer Service is Everyone’s Responsibilities Tea / Coffee break Ten Commandment for Better Customer Service
AK/SI
Time to go home ☺
End of day 1
Day : 2
11.00 to 11.30 AM 11.30 to 1.00 PM
Introduction about Warid Organogram Ground rules for training
Resource Person
End of day 2
What Customer really Wants and Expects 10 Needs of a Customer 5 Questioner for Customer Service Important Types of Customers Tea / Coffee break Handling the Telephone Your Best Voice Addressing the Caller Answering a Business Call How to Sound Great Shadowing/ Role Play Lunch break Putting the Customer on hold Transferring a Call Closing the Conversation/ Work Book Tea / Coffee break Monogramming the Call Giving the Caller Your Undivided Attention Giving Spoken Fed back Signals Taking Accurate Messages Avoiding Excuses Share Experience
Resource Person
AK/SI
AK/SI
AK/SI
AK/SI
Time to go home ☺
/var/www/apps/collegelist/repos/collegelist/trunk/collegelist/tmp/scratch7/7948495.doc
Day : 3
Date : 21st August, 2006
Time
Training Module
9.30 to 11.00AM
Continuing - Proper Telephone Technique
Details -
AK/SI
-
How to handle Irate/Angry customer That’s just rude Effective Listening Managing Objection Determining Callers Need The Art of Negotiation Tea / Coffee break Five Things you really need to know about your Customer Attitude is your Key to Success Proactive Customer Service Work Book Lunch break How to treat every Caller as a welcome guest Five Forbidden Phrases From Curt to Courteous Workbook
-
Six Cardinal rules of Customer Service Handling Customer Complaints Playing mind game Workbook
AK/SI
-
11.00 to 11.30 AM 11.30 to 1.00 PM
Understanding Customer Needs
-
1.00 to 2.00 PM 2.00 to 3.30 PM
Continuing -Understanding Customer Needs
-
3.30 to 4.00 PM 4.00 to 5.30 PM
Tea / Coffee break Continuing -Understanding Customer Needs
5.30 PM
End of day 3
Training Module
9.30 to 11.00AM
Overview of GSM Technology
-
Continuing- Overview of GSM Technology
-
3.30 to 4.00 PM 4.00 to 5.30 PM 5.30 PM
AK/SI
Date : 22nd August,
Time
1.00 to 2.00 PM 2.00 to 3.30 PM
AK/SI
Time to go home ☺
Day : 4 2006
11.00 to 11.30 AM 11.30 to 1.00 PM
Resource Person
Details GSM, LDI, IVR, WLL, GPRS, EDGE, MMS, Network, MSC, NSS, BSS, IN, SIM, MSISDN, IMSI, IMEI, etc Tea / Coffee break GSM, LDI, IVR, WLL, GPRS, EDGE, MMS, Network, MSC, NSS, BSS, IN, SIM, MSISDN, IMSI, IMEI, etc Lunch break
Continuing- Overview of GSM Technology IT System in a Mobile Phone Company End of day 4
Resource Person
AK/SI
AK/SI
AK/SI Tea / Coffee break Different IT System used and their utilization with common trouble shooting.
AK/SI
Time to go home ☺
/var/www/apps/collegelist/repos/collegelist/trunk/collegelist/tmp/scratch7/7948495.doc
Day : 5
Date : 23rd August, 2006
Time
Training Module
9.30 to 11.00AM
Process / SOP
-
Activities/ Game Continuing- Process / SOP Lunch break Continuing- Process / SOP
-
11.00 to 11.30 AM 11.30 to 1.00 PM 1.00 to 2.00 PM 2.00 to 3.30 PM 3.30 to 4.00 PM 4.00 to 5.30 PM 5.30 PM
Details Explanation of Process Flow Chart Tea / Coffee break
-
AK/SI Tea / Coffee break
Activities/ Game Continuing- Process / SOP
AK/SI
Time to go home ☺
End of day 5
Date : 24th August, 2006
Time
Training Module
9.30 to 11.00AM
Process / SOP
-
Activities/ Game Continuing- Process / SOP
-
Continuing- Process / SOP
-
1.00 to 2.00 PM 2.00 to 3.30 PM 3.30 to 4.00 PM 4.00 to 5.30 PM 5.30 PM
Details Explanation of Process Flow Chart Tea / Coffee break
Resource Person AK/SI AK/SI
Lunch break
AK/SI Tea / Coffee break
Activities/ Game Continuing- Process / SOP End of day 6
Day: 7, 8, 9 and 10 Time
Training Module
9.30 to 11.00AM 11.00 to 11.30 AM 11.30 to 1.00 PM 1.00 to 2.00 PM 2.00 to 3.30 PM 3.30 to 4.00 PM 4.00 to 5.30 PM
TABS- The CRM System
5.30 PM
AK/SI AK/SI
Day : 6
11.00 to11.30AM 11.30 to 1.00 PM
Resource Person
TABS- The CRM System TABS- The CRM System TABS- The CRM System End of day 7
-
AK/SI
Time to go home ☺
Date: 26-27& 28th August, 2006 Details Hands on training on system Tea / Coffee break Hands on training on system Lunch break Hands on training on system Tea / Coffee break Hands on training on system
Resource Person AK/SI AK/SI AK/SI AK/SI
Time to go home ☺
/var/www/apps/collegelist/repos/collegelist/trunk/collegelist/tmp/scratch7/7948495.doc
SI= Shahneela Islam AK=Azmat Khan
/var/www/apps/collegelist/repos/collegelist/trunk/collegelist/tmp/scratch7/7948495.doc
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