Exploring Customer Experience through Net Promoter Score (NPS) training centre in Bangladesh

New
EMI EASY PAY

Exploring Customer Experience through Net Promoter Score (NPS)

  • Date : 08 - 16 February 2019
  • Duration : Evening(6:30 pm-9:30 pm)
  • No. of Classes/ Sessions : 4 sessions
  • Class Schedule : Friday and Saturday
  • Total Hours : 12
  • Last Date of Registration : 7 February, 2019
  • Venue : Bdjobs Training, BDBL Building (Level 19), 12 Kawran Bazar C/A, Dhaka 1215.

Introduction

The program shall be conducted in an immensely practical manner through examples, illustrations, case studies, games, group work, data analysis and Q&A sessions with sharp focus on business results driven competency development. It shall also leverage examples standardized and world class Net Promoter Score framework templates to impart structured, hand-on, practical and implementation driven competencies to theparticipants.

Methodology

Activity based real life demonstration; Games; Related audio-video visuals; Role play; Group Activity

Contents of Training:

Session 01
Introduction
•NPS Framework
•NPS Advantages and Benefits

Customer Segments and Loyalty
•NPS and Customer Profitability
•Key Segment Identification
•Customer Classification

Session 02
Implementation Roadmap
•Roadmap development
•NPS Program management
•Build Buy-in and commitment

Implementation Roadmap
•Data Collection, analysis & reports
•Sampling strategies and responses
•Data control and monitoring

Session 03
Action Planning
•Key driver’s identification
•Goal setting and strategies
•Build differentiated experience
•Learning and culture change

Related Courses

Price 3,000 Tk + VAT
Mr. Zaki Mahmud
  • Saturday, January 19, 2019

SPIN“ Selling Skills is a set of questioning skill ...

Marketing/ Sales
Md. Rabiul Islam
  • 19 Jan - 8 Feb 2019

From credit card transactions and online shopping carts, to ...

Marketing/ Sales
Mr. Zaki Mahmud
  • 21 Jan - 6 Feb 2019

An advanced Sales management training with Reporting ...

Marketing/ Sales
Md. Abul Kalam Azad
  • 22 Jan - 5 Feb 2019

After attending the training program a trainee will be ...

Marketing/ Sales
Customer service professionals

Resource Person

Ridwanul Karim Chowdhury

Certified NLP Practitioner, Professional Trainer & Development Analyst

Ridwanul Karim Chowdhury has been working in different segments of customer service operation for the last 10 years with an excellent portfolio with Leadership Experience. He was a head of training and information management in Grameenphone Ltd. He was responsible for running competence driving program within the organization, he was responsible to lead information value chain, and he is specialized on development activities like coaching, guiding, training need assessment; Setting KPI etc. Previously, he was responsible for ensuring quality of Customer Service. He was the head of stakeholder and campaign management. He has work experience as NPS channel manager. At present He is working as a freelancer Training and HR consultant in different leading consultancy firm in Bangladesh.

Mr. Ridwanul is a post-graduate and he is also HR certified from BIM. He has several professional and certified training records from various local and foreign training institutes. He has certified training on TOT, Operational Management, Time and Stress Management, People Management Skill, Basic Project Management, Presentation Skill, Feedback & Coaching ;Outbound Sales; Mastery on customer service; Leadership Development; Situational leadership; NPS mechanism & techniques; Lean Six Sigma; Vendor management; NLP Training.

As a development consultant; Ridwan is used to perform advanced; specialized and administrative duties in different segment of HR and people development policies in customer service of multinational telecom operator. He has rich experience to run and implement multinational best practice of HR culture like “driving values” effective assessment process named CBI (competency based interview process) and so on. He is specialized on guiding time and stress to ensure work efficiency and effectiveness. He has experience to work with HR cross functional team to develop different policy of customer service.

Apart from this; he has more than 5000 hours of training facilitation experience coverage with 3500+ employees and hundreds of external trainees. He has experience in providing training in Brac-Bank; SGS; Partex Star; bdjobs; businessexpress24; SMG; SIKO-Bangladesh; NAVANA; North South University; DESCO; Genex; Digicon; Merie Stopes; SINGER; Akij Motors and different other organizations and BPOs as an external trainer. He has very sound knowledge of customer service operation.

Activity based real life demonstration; Games; Related audio-video visuals; Role play; Group Activity