PROGRAM
Moving Toward An Empowered Customer-Centric Culture
Advanced Career oriented Certificate Program on Customer Service Excellence
November 10-11, The Renaissance, Mumbai
Trusted Mark Secretariat offers following programs to train professionals on retail standards with ISO Experts/ Certification Bodies and Retailers. The program is a blend of online, classroom sessions, interviews and group discussions.
Advanced Certificate Programme:
• Advanced Certificate Program on Customer Service Excellence
• For Retail, Shopping Centre, Audit and Certification Professionals
Conducted by Retail and Shopping Centre Industry Experts and Qualified Trainers on ISO Standards Trainers:
• B.S. Nagesh, Founder, TRUST FOR RETAILERS & RETAIL ASSOCIATES OF INDIA (TRRAIN)
• Yogeshwar Sharma, Executive Director, Select CITYWALK
• Ramesh Koregave Director – Strategy and International Business, Quality Austria Central Asia
• Santush Pandde, CEO, IRF Trusted Mark Org
• Malcolm Stephens, Business & Leadership Coach, Transpower Synergies
• Kapil Malhotra, Founder Director & CEO, Total Solutions Group
Profiles of participants:
Retail & Shopping Centres: Customer Service/ Operations/ Compliance / Legal/ Regulatory/ Corporate Affairs / marketing/ HR professionals
Real Estate Consultants: Trainers, Auditors and Marketing Professionals
Pre-Qualification: 5+ Years Work Experience in Retail, Shopping Centres, Audit, Certification and or Consultancy & Research
Objective of the program:
• How to deliver 360 degree customer centric service ?
• How to assure customers that you value their TRUST ?
• How to understand the relation between customer centric process & success
• How to understanding process and systems that contributes to retail and shopping centre success
Understanding of:
Customer Service Metrics – The New Normal Metrics
Policy & Procedure Manuals – Documentation of new problems and most acceptable solutions.
Audit Processes – Internal and Third Party Audits – Mystery Audit and Certification Body Audit.
Customer Service Standards – Technical Requirements of Trusted Mark Certification – Preparation and the Entire Certification Process.
Deliverables:
Access to the inaugural session of Phygital Retail Convention on 11th Nov.
Master classes on Day 1 and Training Program on Day 2 (includes Networking Breakfast, Lunch and Tea)
1 certificate and Enrolment as Trusted Professional and picture and profile on Trusted website.
Fee:
Candidates joining the two Day Masterclass and Training Program
Rs.15000+GST for participants from IRF Trusted Mark Applicants and Recipients (Retailers and Shopping Centres); Registered Certification Bodies
Rs. 25,000+ GST for others
Special Online Program for Candidates Not Joining Physical 2 Day Program at Renaissance, Mumbai
Candidates desirous to join the program but not willing to attend the two day physical classes can also apply.
Their online study time for them will be 25 hours.
Post taking the exams, they will be required to join an online group discussion with masters and Trusted officials.
Fee:
Candidates joining the Online Program
Rs.10000+GST for participants from IRF Trusted Mark Applicants and Recipients (Retailers and Shopping Centres); Registered Certification Bodies
Rs. 15,000+ GST for others
Study Material:
Links of documents and videos will be shared in advance with registered candidates.
Study hours:
For Candidates Attending the 2 Day Masterclass: Seven hours of focussed attention will be desired to study the material, watch videos and make notes for clarification and discussions during the training program.
For Candidates Opting for Online Program: Twenty Five hours of focussed attention will be desired to study the material, watch videos and make notes for clarification and discussions during the online group discussion.
Examination:
AI based Proctored Timed Online Exam. Each individual will be given a website linkage with a user name and password to enter and attempt examination at their convenient time and submit the answer sheets online. Candidates will be allowed a weeks’ time to take the exam.
Conditions for grant of certificate:
All registered candidates have to participate in the entire program, group discussions and take exams and will be given certificates after successful completion and getting required pass marks as below:
Category 1: 50%
Category 2: 70%
