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JBS Customer Delight Workshop
To pursue customer delight with enthusiasm, our collective efforts brought about a positive change. JBS arranged a half-day workshop on Customer Delight in 2012 at JBL Karachi. Participants included the KESC project team, resident engineers of the State Bank of Pakistan, Thal Engineering, Warid Telecommunications and KPT. A total of 34 participants attended the workshop. A motivational opening speech was delivered by Zia ul Haque (Director Operations, JBS) followed by a session on Excellence in Customer Services by Ume-Farwa (Customer Relations Executive, JBS). Her presentation covered the following topics:

1. The Importance of verbal and non-verbal communication
2. Telephone etiquette
3. The importance of attitude
4. The importance of physical appearance
5. 3 deadly sins of customer service
6. Customer Services assessment tools

The contents of the workshop were:

1. Understanding the customer
2. Understanding customer services
3. Service profit chain
4. Five elements of quality service
5. Understanding customer delight
6. Practicing complaint handling skills

It was a successful event and received positive feedback from the participants.
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