GoJavas

Customer Interface – The Front Line

A One Day Training Program

A Proposal by

Submitted on 9 December 2015

Customer Service and Customer Interfacing Essentials Program for Front Line Staff

UniTol Training Solutions Pvt. Ltd. submits a proposal for conducting a one day Training Program on
Customer Service and Customer Interfacing Essentials for the Front Line Staff at GoJavas.

Proposed Program Design and Schedule

Time Topic Methodology

09.00-09.15 Welcome and Introduction
09.15-10.15 What a customer wants Interactive session
Importance of Customer Service
10.15-11.00 The different Customer Touch points & Presentation
Preparing for the day

11.00-11.15 Tea Break

11.15-11.45 Pre-visit telephone call Presentation/
-First interaction: Significance Audio
-Greeting and making an appointment
11.45-01.00 The Face to Face Interaction Lecture & Role Play
-The process
-Keeping Transactions simple
-Product delivery
-Cash Transactions
-Product returns
01.00-01.45 Lunch Break
01.45-03.00 The different customers Lecture
-Identifying the different types of customers
-Handling difficult and irate customers
03.00-03.45 Personal appearance and grooming Interactive Session
03.45-04.00 Tea Break
04.00-05.00 The major stress factors and Managing stress Interactive Session

05.00-06.00 Safety Basics Lecture

Cost Estimate

UniTol will facilitate in

- Designing the Training Program

- Identifying appropriate Trainers based on the geography

This one day program will be covered at a cost of Rs. < >for < > participants (The cost is indicative)
About UniTol Training Solutions Pvt. Ltd

UniTol, short for Unique and Total Training Solutions, has been created with the vision to become the
most preferred global end-to-end training solutions partner.

Our Vision is To be the most preferred global end-to-end training solutions partner

UniTol is the go-to company for corporate entities and individuals looking for training process
management and/or facilitation services. The company has leveraged on the vast experience of its core
team in the area of organizational training, business consulting and travel industry.

The founding team members have, over years of multi-disciplinary experience as training providers and
in management of the training function and process, identified the need for a complete solution that ties
together all the elements that comprise of and complete a training process. This finding, along with a long
standing desire to come up with unique solutions and create true intellectual capital, propelled the team to
create UniTol.