Professional System Training (Legal, Finance & Human Resource Management Systems)
1-Month Intensive Track | 6 Days a Week | 140 Hours | PSDF Subsidized
About This Course
The Customer Service & Sales Development Representative (SDR/CSR) master curriculum is a 1-month intensive, 140-hour government-partnered PSDF training program. It is designed to rapidly transform high school graduates and beginner candidates into highly capable dual-role sales development and customer support professionals.
Operating on a structured daily 6-hour block system (~71% practical hands-on labs and ~29% core theory), students spend their morning mastering core theory and content logic, afternoon practicing computer software and typing applications, and evening engaging in live voice tracking, VoIP exchange operations, communication scripts, and peer-to-peer roleplays.
What You Will Learn
Core competencies & practical knowledge
Skills You Will Gain
Course Modules & Syllabus Timeline
5 Modules • Practical Lab Curriculum
Week 1: Foundations of Customer Support & Professional Identity (Days 1–6)
Deconstructing modern customer success models, parent company structures, corporate English, vocal modulation, and baseline greetings audio audits.
- •Day 1: Customer Services in 21st Century Business & Mindset Shifting
- •Day 2: Knowing Parent Company Hierarchy (CEO, COO, SDR, CSR) & Target ICP Needs
- •Day 3: Strategic Small Actions for Retention & Automated Notification Setup
- •Day 4: Functional Corporate English & Colloquial Slang Elimination
- •Day 5: Speech Fundamentals, Vocal Control & Physical 'Telephone Smile'
Record first-week vocal greetings, log student voice parameters against rubric metrics (Clarity, Pacing, Warmth), and audit filler words.
Week 2: Client Behaviors, Problem Solving & Workplace Ethics (Days 7–12)
Mapping client temperaments, executing the L.A.S.T. de-escalation framework, root-cause 5 Whys troubleshooting, and corporate time blocking.
- •Day 7: Consumer Insights & Segmentation of 4 Client Temperaments (Analytical, Driver, Expressive, Amiable)
- •Day 8: Strategic De-Escalation Frameworks & The L.A.S.T. Method
- •Day 9: Systematic Technical Troubleshooting & '5 Whys' Root-Cause Diagnostics
- •Day 10: Consultative Service Architecture & Benefit Positioning Statements
- •Day 11: Corporate Ethics, Data Privacy Verification & Eisenhower Matrix
Live multi-variable conflict scenario testing: instructors deliver rapid-fire complaints while students log handle time, compliance, and script discipline.
Week 3: PowerTalk, Telephone Networks & Written Layouts (Days 13–18)
Shannon-Weaver communication dynamics, VoIP business telephone exchange operations, warm vs cold transfers, and commercial email writing.
- •Day 13: Shannon-Weaver Communication Model & Cognitive Bias Removal
- •Day 14: Operating Business Telephone Exchanges, Softphones & Warm/Cold Transfers
- •Day 15: Webcam Camera Alignment, Non-Verbal Signals & Active Listening Triggers
- •Day 16: Corporate Document Layouts (Block vs Semi-Block) & Technical Inquiries
- •Day 17: Commercial Layouts: Quotations, Invoices, Vouchers & Payment Reminders
Execute live VoIP softphone warm transfers, hold syntax announcements, and high-speed email inbox triaging labs.
Week 4: Business Software, LinkedIn Prospecting & Lead Tracking (Days 19–24)
Windows shortcuts, MS Word Mail Merge database automation, MS Excel logical formulas (SUM, COUNT, IF), and Boolean search syntax.
- •Day 19: Windows Operating System Shortcuts & Corporate File Archival Trees
- •Day 20: MS Word Processing Mastery, Formatting & Mail Merge Automation
- •Day 21: MS Excel Worksheet Optimization, Formulas (SUM, IF, COUNT) & Graphs
- •Day 22: MS PowerPoint Presentation Engineering & Master Slide Pitch Decks
- •Day 23: Relational Databases (MS Access Primary Keys) & Boolean Search Syntax
A 6-hour timed production exam: trainees process raw unstructured business leads in Excel, format Word outlines, compile PowerPoint decks, and present.
Week 5: Comprehensive SDR Digital Execution & Final Capstone (Days 25–30)
LinkedIn landing page optimization, outreach message copywriting, CRM call logging hygiene, and a full 6-hour operational capstone evaluation.
- •Day 25: Digital Outbound Architectures & Market Decision-Maker Prospect Mapping
- •Day 26: LinkedIn Landing Page Optimization & Formula Headline Writing
- •Day 27: Message Writing Frameworks, Value Delivery Hooks & Appointment Scheduling
- •Day 28: Pipeline Data Hygiene, CRM Opportunity Phases & Calendar Callbacks
- •Day 29: Full-Cycle 1-on-1 Capstone Operational Simulation Exam
Full 6-hour operational capstone exam: instructors simulate live business clients across diverse personas while trainees manage inbound lines, update Excel databases, answer written queries, and pitch services.
Tools & Software Taught
Career Outcomes & Job Roles
- Qualify for dual-role SDR and CSR positions at modern software companies and domestic/international contact centers.
- Confidently operate business telephone exchanges, softphones, and CRM lead tracking databases.
- Earn an official joint certificate from Tech Solutions and Punjab Skills Development Fund (PSDF).
- Build a professional LinkedIn lead generation profile and corporate communication portfolio.
Frequently Asked Questions
What are the prerequisites for enrolling in this course?
Basic computer literacy and enthusiasm to learn. No prior advanced background is required.
Are classes conducted in physical workstation labs?
Yes, 100% of practical classes are conducted in our high-spec campus labs in Lahore.
Will I receive an official certificate upon completion?
Yes, graduates receive an official certificate of completion with 85%+ attendance and project defense.
