Integrated “DIFT” Customer Service Excellence Program Customer Service...Customer Service Excellence Program. Who we are: IGI FSI is a Packages Group company, pioneering in emerging

Integrated “DIFT”Customer Service Excellence Program

Who we are:

IGI FSI is a Packages Group company, pioneering in emerging technologies driven Sales, Production and Customer Services interventions, HR solutions and Technical corporate trainings. Equipped with State of the art technology, IGI FSI can become your growth partner anywhere around the world.

De- bottlenecking Customer service process “D”

Incentive Planning (if required) “I”

Mystery Shopper based feedback mechansim “F”

An integrated online Training “T”

Project overview

ObjectiveObjective of this research is to use the datato ascertain the level of Customer Serviceat the branch/outlets as well as to modifythe training program to target specificareas of improvement

Research Sample

10 branches walk In and 10 Telephonic Inquiries

Research Methods

• Mystery Shopping Questionnaire• Model Based on Mckinsey Research

and Ron Kaufmann Service levels

Evaluated Areas

1. Branch/Outlet appearance2. Reception3. Skills evaluation4. Branch/Outlet environment5. Telephonic handling

Scope of Mystery shopper & Methodology

.Investment Required125,000 PKR per person excluding taxesMinimum 10 participants.Maximum 20 survey feeds50% mobilization advance required

187, Ali Institute of Education, First Floor, Main Ferozpur Road Lahore – 54000, Pakistan.Ph: +924235465928-30 Email: info@igifsi.com Website: www.igifsi.com