TOPIC OF PROJECT:

MANAGING CUSTOMER CONTACT PERSONNEL

SERVICE LEADERSHIP
List of participants in the training Session

1. Noor-ul-Huda MBA-S4B
2. Javeria Javed MBA-S4B
3. Irum Khalid MBA-S4B
4. Hajra Chaudhary MBA-S4B
5. Amna MBA-S4B
6. Meshaim Mussadiq MBA-S4B
7. Rabia Jalil MBA-S4B
8. Khadija Rashid MBA-S4B
9. Ansa Hussain MBA-S4B
10. Fizza Khan MBA-S4B
11. Ammara Ashfaq MBA-S4B
12. Ayesha Pervaiz MBA-S4B
13. Mahnoor Ihsan MBA-S4B
14. Zainab Ihsan MBA-S4B
15. Ali Raza MBA-S4B
16. Ahsan Naeem MBA-S4B
17. Yousaf Rafi MBA-S4B
18. Syed.M.Talha MBA-S4B
19. Hashaam Raza MBA-S4B
20. Ahmad Ali MBA-S4B
21. Azeem MBA-S4B
22. Awais Jameel MBA-S4B
23. Saad Afzal MBA-S4B
24. Shameer Malik MBA-S4B
25. Umair Afzal MBA-S4B
26. Shehraz Saeed MBA-S4B
List of Professional Trainers

Saad ur Rehman

Maaz Ahmad

Sharjeel Anjum

Usman Rana

Nouman Iqbal
 Training Schedule

 Training Session Start

 Our Study
 Introduction of the Company
 Brief Summary of topic
 Activity(What an Employee see in an Organization)
 Six Themes Discussion With the Participants
 Measuring Effectiveness
 Video
 Conclusion
 Feedback
MISSION:
We are committed to growing our business through embracing technology, developing strong
partnerships and by placing the emphasis on providing high levels of customer satisfaction.

Our mission statement is to ensure that we provide the right resources at the right time to maximise our
clients’ business potential. We don’t want to be the biggest but we do want to be the best.

As our business continues to grow we work hard to keep these values at the core of our operation. We are
a company that values individuals and teamwork, where people care about each other and share their
knowledge freely.

We strive for excellence and aim to exceed expectations. We work hard to achieve our goals and we
encourage our staff to be ambitious. We constantly reward and celebrate individual and team success.
Retaining our competitive edge through innovation is central to the way we operate and we are always
looking to improve our business processes and services

VALUES

Our values of honesty, integrity, commitment and delivery are important to us. We are honest and
straightforward in all our dealings with clients, candidates, contractors and our employees.

VISION
Takes a partnership approach to help promote sustainable and economic growth of communities.
1. INTRODUCTION OF THE TOPIC

2. IMPORTANCE OF SERVICE EMPLOYEES

 core part of the service product
 represent the service organization from a customer’s point-of-view
 establish personalized relationships with customers and build loyalty
 service personnel affects the firms’ revenue
 service employees impact operational productivity

3. SIX KEY THEMES OF THE PROJECT

THEME 1: FINANCIAL IMPACT OF HR PRACTICES AND STRATEGIES

ACTIVITY
 THEME 2: MOTIVATING SERVICE EMPLOYEES

 Celebrate small sucess and milestone with standing ovation

 Create a well defined growth path
 Pot luck
 Free food for employees working beyond working hours
 Encourage good health
 E TO E Engagement
 Employee of the week, Employee of the month
 Revenue sharing
 On the spot incentive
 Sponser higher education

THEME 3: TRAINING

THEME 4: EMOTIONAL LABOR BEING EMOTIONAL, SENSITIVE, AND

THOUGHTFUL IS A NATURAL BEHAVIOR FOR SOME SERVICE EMPLOYEES
AND NOT FOR OTHERS

 Don’t belittle its importance.

 Recognize the efforts of others.
 Require fairness.
 Resist bottling up feelings.
 Take care of yourself.
 Look for flexible arrangements.
THEME 5: DEALING WITH RUDE CUSTOMERS
 Stay Calm, Don't React.
 Don't Take It Personally.
 Listen and, If Appropriate, Apologize.
 Stand Firm.
 Solve the Problem
 Dealing With the Aftermath

THEME 6: IMPACT OF TECHNOLOGY

 Creating skilled jobs
 Easy communication
 Improve performance and accuracy
 Increased salaries
 More production creates more jobs
 Increase work profile
VIDEO
FEEDBACK