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: [email protected] Website: www.igifsi.com
