Training Plan on Customer Relations Management

Day : 1 Date : 19th August, 2006

Time Training Module Details Resource

Person
9.30 to 11.00AM Orientation / - Introduction about Warid AK/SI
Introduction - Organogram
- Ground rules for training

11.00 to 11.30 AM Tea / Coffee break

11.30 to 1.00 PM Ambassadors of Warid - Vision AK/SI
- Core value
- Role of Customer Service
1.00 to 2.00 PM Lunch break
2.00 to 3.30 PM Quality Customer - Importance of Customer Service in our AK/SI
Service organization
- Customer Service is Everyone’s
Responsibilities
3.30 to 4.00 PM Tea / Coffee break
4.00 to 5.30 PM How to Offer Better - Ten Commandment for Better AK/SI
Customer Service Customer Service
Exercise -1

5.30 PM End of day 1 Time to go home ☺

Day : 2 Date : 20th August, 2006

Time Training Module Details Resource

Person
9.30 to 11.00AM Winning an Election - What Customer really Wants and Expects AK/SI
- 10 Needs of a Customer
- 5 Questioner for Customer Service
- Important Types of Customers
11.00 to 11.30 AM Tea / Coffee break
11.30 to 1.00 PM “It’s a mixed bag of - Handling the Telephone AK/SI
Chocolates” - Your Best Voice
Proper Telephone - Addressing the Caller
Technique - Answering a Business Call
- How to Sound Great
- Shadowing/ Role Play
1.00 to 2.00 PM Lunch break
2.00 to 3.30 PM Continuing - Proper - Putting the Customer on hold AK/SI
Telephone Technique - Transferring a Call
- Closing the Conversation/
- Work Book
3.30 to 4.00 PM Tea / Coffee break
4.00 to 5.30 PM Continuing - Proper - Monogramming the Call AK/SI
Telephone Technique - Giving the Caller Your Undivided Attention
- Giving Spoken Fed back Signals
- Taking Accurate Messages
- Avoiding Excuses
- Share Experience
5.30 PM End of day 2 Time to go home ☺

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Day : 3 Date : 21st August, 2006

Time Training Module Details Resource

Person
9.30 to 11.00AM Continuing - Proper - How to handle Irate/Angry customer AK/SI
Telephone Technique - That’s just rude
- Effective Listening
- Managing Objection
- Determining Callers Need
- The Art of Negotiation
11.00 to 11.30 AM Tea / Coffee break
11.30 to 1.00 PM Understanding - Five Things you really need to know about AK/SI
Customer Needs your Customer
- Attitude is your Key to Success
- Proactive Customer Service
Work Book
1.00 to 2.00 PM Lunch break
2.00 to 3.30 PM Continuing - How to treat every Caller as a welcome AK/SI
-Understanding guest
Customer Needs - Five Forbidden Phrases
- From Curt to Courteous
- Workbook
3.30 to 4.00 PM Tea / Coffee break
4.00 to 5.30 PM Continuing - Six Cardinal rules of Customer Service AK/SI
-Understanding - Handling Customer Complaints
Customer Needs - Playing mind game
- Workbook

5.30 PM End of day 3 Time to go home ☺

Day : 4 Date : 22nd August,

2006

Time Training Module Details Resource

Person
9.30 to 11.00AM Overview of GSM - GSM, LDI, IVR, WLL, GPRS, EDGE, AK/SI
Technology MMS, Network, MSC, NSS, BSS, IN, SIM,
MSISDN, IMSI, IMEI, etc
11.00 to 11.30 AM Tea / Coffee break
11.30 to 1.00 PM Continuing- Overview - GSM, LDI, IVR, WLL, GPRS, EDGE, AK/SI
of GSM Technology MMS, Network, MSC, NSS, BSS, IN, SIM,
MSISDN, IMSI, IMEI, etc
1.00 to 2.00 PM Lunch break
2.00 to 3.30 PM Continuing- Overview AK/SI
of GSM Technology
3.30 to 4.00 PM Tea / Coffee break
4.00 to 5.30 PM IT System in a Mobile Different IT System used and their utilization AK/SI
Phone Company with common trouble shooting.
5.30 PM End of day 4 Time to go home ☺

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Day : 5 Date : 23rd August, 2006

Time Training Module Details Resource

Person
9.30 to 11.00AM Process / SOP - Explanation of Process AK/SI
- Flow Chart
11.00 to 11.30 AM Tea / Coffee break
11.30 to 1.00 PM Activities/ Game - AK/SI
Continuing- Process / SOP
1.00 to 2.00 PM Lunch break
2.00 to 3.30 PM Continuing- Process / SOP - AK/SI
3.30 to 4.00 PM Tea / Coffee break
4.00 to 5.30 PM Activities/ Game AK/SI
Continuing- Process / SOP
5.30 PM End of day 5 Time to go home ☺

Day : 6 Date : 24th August, 2006

Time Training Module Details Resource

Person
9.30 to 11.00AM Process / SOP - Explanation of Process AK/SI
- Flow Chart
11.00 to11.30AM Tea / Coffee break
11.30 to 1.00 PM Activities/ Game - AK/SI
Continuing- Process / SOP
1.00 to 2.00 PM Lunch break
2.00 to 3.30 PM Continuing- Process / SOP - AK/SI
3.30 to 4.00 PM Tea / Coffee break
4.00 to 5.30 PM Activities/ Game - AK/SI
Continuing- Process / SOP
5.30 PM End of day 6 Time to go home ☺

Day: 7, 8, 9 and 10 Date: 26-27& 28th August, 2006

Time Training Module Details Resource

Person
9.30 to 11.00AM TABS- The CRM System Hands on training on system AK/SI
11.00 to 11.30 AM Tea / Coffee break
11.30 to 1.00 PM TABS- The CRM System Hands on training on system AK/SI
1.00 to 2.00 PM Lunch break
2.00 to 3.30 PM TABS- The CRM System Hands on training on system AK/SI
3.30 to 4.00 PM Tea / Coffee break
4.00 to 5.30 PM TABS- The CRM System Hands on training on system AK/SI
5.30 PM End of day 7 Time to go home ☺

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SI= Shahneela Islam
AK=Azmat Khan

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