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Communication for Better Customer Service

  • Date : 02 - 03 March 2018
  • Duration : Day(9:30 AM-5:30 PM)
  • No. of Classes/ Sessions : 2 Days
  • Class Schedule : Friday - Saturday
  • Last Date of Registration : 1 March, 2018
  • Venue : Bdjobs Training, BDBL Building (Level 19), 12 Kawran Bazar C/A, Dhaka 1215.

Introduction

This program is designed to improve your team’s communication and customer handling skills.This training will also give your people the skill to communicate in a better manner with the customers, and to create even better customer relationships.

Methodology

Interactive Lecture, PowerPoint Presentation, Question and Answer Session, Group work, Game

Contents of Training:

Day I

Ice breaker: The Harmony Game

1. Developing Emotional Intelligence
• What is emotional intelligence?
• Why is emotional intelligence (EQ) so important?
• IQ vs. EQ vs. PQ vs. SQ
• Characteristics and attributes of Emotional Intelligence
• Developing emotional intelligence through few key skills
• The secret of persuasion (Top 7 tricks to persuade people to do things your way)
• Handling difficult customers, clients, colleagues etc. through EQ techniques.
• Game/Activity:
o The EQ role play

2. The Power of Your Body Language while Facing Customers
• The purpose and objective of your meeting
• Five tricks: Sync, pacing, tone and understanding your team’s mental perception, the eye contact
• Verbal Vs. Non-verbal – being careful
• Video - The Master Body Language
• Games /Activity:
o Role Play: Identifying the body language

3. Dealing with Difficult Customers
• Why are some people difficult in our lives?
• How do we deal with difficult people in our lives?
• Game/Activity:
o The Case Study of a difficult person!
• 3 Magic Sentences that you can use to resolve conflict situations
• 1 Magic Sentence to get you out of any difficult situation
• Video – The Angry Customer!

4. Customer getting the Right Message
• Communicate the message
• Paraphrase
• Listen again
• Clarify the mistakes/misunderstandings
• Game/Activity:
o Role play of Service Provider and Customer

Day II

Ice breaker: Walk, Stop and Dance

1. Communication – Basics to Advance
• What is communication?
• Communication types
• Communication process
• The four ways of communication for effective teams
• Components of communication –verbal, non-verbal and vocal communication
• The importance of body language
• Video – The Blind Man (Change your communication change the world)
• Game/Activity:
o Communication vs. Body Language

2. Listening Skills –importance and impact
• How to improve active listening skills
• The three barriers to active listening
• The four practices that will improve your listening skills
• Listening skill in dealing with difficult people
• Game/Activity:
o The Chinese Whispers Game
• Video – You are more beautiful than you think you are
• Video – The Mother and the Daughter 3. Openness and Trust
• How openness really builds trust (The Four Chair Game)
• The Chicken and Egg Story (Whirlpool Diagram)
• The Three Stooges Game

4. Importance of Feedback
• Do we really give proper feedback?
• Game/Activity:
o The Feedback Game (Draw with or without feedback)
• The Johari Window
• The Experience Cube and giving “I- Message”
• Game/Activity:
o The Experience Cube role play simulation
• Advices – Giving and receiving feedback
• Importance of feedback real life examples – The story of M.S. Dhoni
• Video – You are more beautiful than you think you are
• Video – The Mother and the Daughter

5. The Great Motivational Ending
You can do it if you want to
Game/Activity:
o The Optimist vs. The Pessimist
Game/Activity:
o The Three Picture Game
Game/Activity:
o The Perspective Hand Game
Human beings have tremendous potential, and can achieve anything. All you need to do is ask for it.
Video – Nick Vujici
Video – Shewli Shathi

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(15% VAT is applicable in every purchase.)

Contact

9140345, 9117179 , 01847213994, 01811410862, 01926673095

workshop@bdjobs.com

(1) New Young Professionals, Mid Level Professionals of any organization focusing on customer loyalty, customer retention & after sale service.
(2) Leaders and managers who have responsibility for customer service within an organization
(3) Receptionists, Secretaries, Tele - Marketers, New Recruits, Frontline staff.
Arrangement for Certificate, lunch and two tea-break would be made by the Organizer during the workshop.

Resource Person

G. Sumdany Don

G. Sumdany Don is the Chief Inspirational Officer at Don Sumdany Facilitation & Consultancy. He is a Neuro Linguistic Programming (NLP) Trainer, NLP one-to-one Coach, and Timeline Therapist certified under the American Board of NLP, and trained by global NLP Master Coach, author and trainer from NLP Top Coach Asia (Thailand) Sebastian Leblond.
He has also completed Facilitation and Training Skills with certified Master-trainer Sarah Krasker at the Master Trainer Institute (France). Also trained under global facilitator and brandmarketing guru Trini Amador from BHC Consulting (USA).
For over four years, Don had the privilege to work for Philip Morris International (PMI), a Fortune 500 Company and represented one of the top 10 global brands in the world. Currently he is training up 1200+ full-time employees of Grameenphone, while Chevron, Perfetti, Holcim, Berger, Envoy Group and so on are some of his regular clients. He has trained over 12,000+ people so far.

Don trains people to communicate with the customers effectively, build great teams, and inspire strong leadership among managers. The Class Valedictorian 2008 from ULAB, Don also conducts career build-up workshops at East West University (EWU), and the University of Liberal Arts Bangladesh (ULAB). He has conducted sessions in Dhaka University, JU, IBA JU, NSU, AIUB, BRAC, Manarat, ASA University and several others. He also offers corporate client training sessions for Bdjobs, Prothom-Alo Jobs, Business Express, and for Chartered Accountants in ICAB. Don also has his own live radio show called Donspiration at Colours FM 101.6 and he writes for The Daily Star and has his own weekly column called Level Up with G. Sumdany Don published every Thursday in the SHOUT magazine section.

Interactive Lecture, PowerPoint Presentation, Question and Answer Session, Group work, Game