4 Empathy

4 Social Skills
5 Coaching Session as Learning Opportunities
5 Competencies Valued in the IT-BPM Industry
6 Taking Charge of your learning and Development During your Professional life
6 American Service Expectations
7 European Service Expectations
7 Asian Service Expectations
8 Collaborating in a Global Environment
8 Midterm Milestone
9 Introduction to Vision and Mission of a Service Organization
9 Culture and Values of an Organization
10 What is a Customer Service?
10 Importance of Customers
11 Type of Customer Service Interactions
11 Dealings with Customers
12 Customer Service Principles & Practices
12 Delivering Excellent Customer Service
13 Internal Company Methodology and Standards
13 External Customer Satisfaction measures I
14 External Customer Satisfaction measures II
14 Project Management: Initiation & Planning
15 Project Implementation
15 Project Evaluation and Closure