Service Reinforcement Training Program (SRTP)



As competition is being intensified & product differentiations have little role to play, the only area where the companies can make a sustainable & impactful differentiation is customer service. Customer service has become a complex & challenging domain across all industries because customers of 21st century are well informed, digitally savvy & less loyal to any brand. However, there are ways to make them delight, brand loyal and lifetime repeat buyer which in turn ensure consistent growth of companies / service providers and stay ahead of competition.

Course Description

SRTP course has been specially designed by keeping the important & dynamic role the service managers and personnel are going to play to keep themselves ahead of the learning curve in order to position their organization/ service function ahead of the competition. The course will make participants understand the basic concepts of service and its effective application which will help them to navigate in service leadership journey.


DateDetailsLearning Outcome
3rd Jul 22 (Sun)

11 am to 1 pm

  • Introduction of Accidental service manager
  • Need & purpose of SRTP
  • Foundation of service marketing
  • Overview of service industry
  • Role of service managers
New approach to service
9th Jul 2022 (Sat)

3 pm to 5 pm

  • Understanding the 4 I s of service,
  • Service Consumer behaviour
  • Service Consumption
  • Customer Satisfaction measurement
Application of 4Is of service.

Strategy to enhance consumer experience

10th Jul 2022 (Sun)

11 am to 1 pm

  • Introduction of 7Ps of service
  •  Understanding value & LTCV
  •  the concept & application of 1st P-Product & 2nd P-Place
Formulating & rolling out of your own flower of service


16th Jul 2022 (Sat)

3 pm to 5 pm

  •  The concept & application of 3rd P-Price, & 4th P-Promotion
Setting the right price for service, Effective Service Communication
17th Jul 2022 (Sun)

11 am to 1 pm

  • The concept & application of 5th  P-Process, & 6th P-Physical Evidence
Bring consistency in service quality & delivery thru right process


23rd Jul 2022 (Sat)

3 pm to 5 pm

  • The concept & application of 7th P-People,
  • Service Employees are important & image maker
People are key for customer success


24th Jul 2022 (Sun)

11 am to 1 pm

7th P-People

  •  Frontline service job is stressful & difficult, how to set the HR practices right
Employee Loyalty drives customer retention
30th Jul 2022 (Sat)

3 pm to 5 pm

  •  Managing customer interface and relationship,
  • Customer Loyalty
Strategy to increase share-of-wallet and share-of-heart,
31st Jul 2022 (Sun)

11 am to 1 pm

  •  Customer complaint handling & service recovery
  •   Service quality management
  • Customer Service Vs Customer Experience
to achieve long term customer retention
1st Aug 2022 (Mon)

9 pm to 11 pm

  • Extra class for clearing doubts- Q&A session
Revision of important concepts


Q: Who should undergo this training program?
A: Any customer service professionals having work experience of minimum 4 years can participate/ Join in the program.
Q: Is this training available off-line or online?
A: This training program is available Online live workshop on virtual platform.
Q: If online, what is the schedule of the program?
A: This is online only & schedule of the program is mentioned in curriculum
Q: What is the training duration?
A: Total training is of 16 hrs, 2 hrs of each session and 8 online classes
Q: Are you going to offer any training material, either hard copy of soft copy form?
A: Yes. If you want to have participant handbook (hard copy) that would be available for an additional cost of Rs. 3000/- . Apart from this, every participant will get a merchandise ‘Welcome Kit’ comprising of a T-shirt, Notebook, and Pen irrespective of the option he/she has chosen.
Q: Is it a pre-recorded training program and will be played on virtual platform?
A: No, it is not a prerecorded, the training would be online and live lecture by instructor.
Q: After completion of training program, will you issue a certificate?
A: Yes, a digital certificate will be issued after completion of training program, however 75% attendance is mandatory to get the same i.e 6 classes out of 8 need to attend.
Q: Can I repeat the program in future, if yes, Need I pay the fee again?
A: You can repeat, 50% fee would be charged.
Q: Is training class recording would be shared with the participants?
A: No recording would be available for participants.
Q: How do I pay the training fee?
A: Training fee can be paid online through www.the3scoach.com website only.
Q: Is training fee is refundable or transferable?
A: No, training fee once paid is not refundable and transferable.
Q: Do you issue the receipt of training fee?
A: Yes, You will get the digital receipt of payment made.
Q: Is your training fee includes GST?
A: No, there is no GST component as the company does not fall under GST rule.
Q: Can a fresher without any work experience can join this program?
A: Yes, fresher can join, but it is not recommended.
Q: Do you assure any job placement or new job offer post completion of training program?
A: No, we only offer training and skill development.

What Will I Learn?

  • Course is specially designed for service managers/ customer care executives
  • Very much suitable for all service personnel irrespective to their industry & position
  • Understanding of various service concepts, theories and practices with its practical application
  • Opportunity for cross industry learning, best practices, & proven strategy for success
  • Solving various complex case studies, group discussion to find the most suitable solution

About the instructors

The instructor is having very rich industry experience for about 30 years. Worked in different industries, organisation, geographical locations, functions etc and was leading a team size of over 200 direct & 5000 indirect employees. Proven track record of formulating and implementing various breakthrough employee centric strategies, initiatives, ideas from conceptualization to delivering the desired outcome in different organization in India and abroad.

  • Automobile Engineering with MBA
  • People & leadership development, Sales Marketing, Product development, Customer Service, P&L management etc
  • Domestic & International markets, Customer Care, Parts Sales & Operation, Vehicle sales, AMC promotion and sales, digitization of customer service, service function P&L management.
  • Worked in the Organisation like Kirloskar Oil Engines Limited, Atul Auto Ltd & Bajaj Auto Ltd, Pune.
  • Visiting Ex-faculty in KIAMS, Pune (Kirloskar Institute of Advance Management Studies) For B2B Marketing and Service Marketing
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Target Audience

  • Customer facing employees, Customer service rep, customer care managers & leaders
  • The participants should have at least 4 years of working experience in any service industries
  • Business man /Self-employed in any service industries or managing dealership