1.
To Register, Email: register@learningmindsgroup.com; Call: +92-21-35883965
PROGRAM OVERVIEW
Did you know that more than 90% of customers who are unhappy with the service they receive will
never buy from you again? Worse yet, research reveals that more than 95‰ of unhappy
customers never even tell you they were displeased with the treatment they have received—so
you don’t get a second chance to correct your mistakes. Don’t wait until your company has lost
customers to begin making customer service a priority. When you attend this program, your
employees will learn practical, hands-on techniques for living out quality customer service every
day.
PROGRAM OBJECTIVES
The program will help participants in learning:
• How to handle angry customers with diplomacy and tact; and how to keep from being
intimidated by rude, abrasive customers; and how to turn unhappy customers into repeat
customers
• How to master the subtle communication techniques that make the difference between a
positive customer relationship and a tense one
• How to project a professional, friendly image both in face-to-face customer service situations
and on the telephone
• How to work as part of a customer team—serving the internal customer in order to better serve
the external customer
• How to manage several customers who require attention at the same time
PROGRAM FACULTY
With more than seven years of corporate exposure, Sahib Karim has been associated with
organizations like Marriott International, PMCL and Mobilink. At Mobilink he managed Call Center
operations for more than 3 years and his major responsibilities included managing & training
customer service teams and developing employees on different aspects of operations. He has
earned several professional accolades including the prestigious ‘Mobilink Century Club Award’ for
excellence. He is a Certified Lean Six Sigma Professional and Certified Culture of Excellence
Implementer. He has enlightened employees from different organizations on areas of customer
services, call center operations, sales and performance management.
Achieving Breakthrough Service
Oct 08, 2013 | PKR.7,900/- | Marriott Hotel, Karachi | Sahib Karim

2.
To Register, Email: register@learningmindsgroup.com; Call: +92-21-35883965
PROGRAM OUTLINE
Building customer rapport and goodwill
• Which “people skills” make a difference for
customer service and public contact pros
• How to make every customer feel important
• What customers really want—the 3
ingredients for making customers happy
• What words/actions signal a “ready to help”
attitude that makes customers feel good
Handling problems and complaints
• How to turn complaining customers into
lifetime customers
• Recognizing the root sources of most
misunderstandings and customer conflicts
• How to say “no” without arousing
resentment
How to communicate with customers
• What specific words and phrases make
customers trust
• How to avoid the words that trigger
negative, unhappy reactions
• How to avoid most common listening
mistakes people make on the telephone
Dealing with difficult customers
• How to deal with unhappy, irrational, angry
and upset customers
• How to deal with personal verbal attacks
Developing Relationship Management
Skills
• How to be a catalyst for building teamwork,
cooperation and support with associates
• How to work well with the other
departments
• How to increase sales and profitability
through good customer service
• How to wind up every customer transaction
on a positive note
PARTICIPANT MIX
The program is specifically designed for Customer Service representatives , Customer Service and
Sales managers, Sales professionals and anyone in your organization who needs to know how to
turn customer satisfaction into bottom-line results.
PROGRAM INVESTMENT
Program fee per participant is PKR 7,900/-
Avail 10% discount on registering 3 or more delegates from same organization
The program fee covers tuition, program manual, simulations, certificate of participation, lunch,
refreshment and business networking. Payment is due before program commencement.
Cancellation policies are outlined in the information provided to applicants upon admission.
CONNECT WITH US
For more information, please
contact us at:
Learning Minds Group
35-C, 2nd
Floor, Defence
Phase II, Commercial Area
A, Karachi Pakistan
Email: info@learningmindsgroup.com
Phone: +92-21-111-111-LMG
Website: www.learningmindsgroup.com
Facebook: https://www.facebook.com/learningminds
LinkedIn: www.linkedin.com/company/learning-minds-group-lmg-
Achieving Breakthrough Service