Customer Service Management training centre in Bangladesh

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Customer Service Management

  • Date : 09 - 10 March 2018
  • Duration : Day(9:30 AM-5:30 PM)
  • No. of Classes/ Sessions : 2 Days
  • Class Schedule : Friday - Saturday
  • Last Date of Registration : 7 March, 2018
  • Venue : Bdjobs Training, BDBL Building (Level 19), 12 Kawran Bazar C/A, Dhaka 1215.

Introduction

Customer service is important to an organization because it is a significant contact point & competitive differentiator. The main purpose of the customer service is to retain the customer & creating customer loyalty for the organizational goal. Customer Service Representatives are the front liners of every business. They interact with customers on behalf of the organization.

Customer service skills means representatives are professionals, and can communicate effectively. People that have a positive experience with a company's customer service department will likely tell two or three others about their experience, according to Consumer Affairs website. Therefore, quality customer service can be a source of promotion for organizations. Contrarily, 86% of respondents said that they would leave an organization that treated them poorly. Eight out of 10 people say that customer service can influence their choice of brand.

Customer Service Representatives who constantly deal with customers need to possess certain qualities to meet customers expectation. The customers are constantly internalizing their customer service experience & grading customer service during each interaction. Customer service excellence is meeting and exceeding the customers’ expectation for maintaining sustainable positive customer experience and profits for the organization.

When customers see Customer Service Representatives are being proactive, or taking immediate action to ensure their satisfaction, they consider this a positive experience. The research shows that over 90% of customers consider taking ownership as the primary factor in WOW customer experience.

Course Objective:
This training focuses on comprehensive skills and knowledge necessary for maintaining customer service standard within the organization. Course content covers guidelines, processes and tools to develop customer-centric approach for becoming a successful customer service representative.

Training outcome:
After successful completion of the training the participants will be able to:
• Learn the root skills to generate outstanding customer experiences.
• Ensure more consistent positive customer interactions.
• Maintain service standards align with organizational goal.
• Increase loyal customers.
• Create customer centric culture.

Methodology

Interactive Lecture, Video clips, Role Play, Practical exercise, Question and Answer Session.

Contents of Training:

1. Understanding of Customer service & Customer.
• Importance of customer service.
• Type of customers.
• Call Center terminology.

2. Call handling process.
• Components of a Call.
• Call Etiquettes.

3. Dealing with Difficult Behavior/Customer Complaint Handling.
4. The Art and Science of Asking Questions.
5. How to improve listening skill. How to Listen to Customers.
6. Behavioral Skills, Using Positive Words.
7. Written Communication.
8. The Language Of Outstanding Customer Service.
9. Factors Affecting the Quality of Service/ Customer Service Excellence.
10. Communicate effectively with customers.
11. Top Attributes of a Successful CSR /Skills for Customer Service.

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• Customer service representatives.
• Retail sales associates.
• Individuals who want to develop career in Customer service.
• Legal, Accounting, Engineering and other professional occupations.
• Technical support and help desk agents.
Arrangement for Certificate, lunch and two tea-break would be made by the Organizer during the workshop.

Resource Person

Israt Jahan

Customer Service Specialist

Ms. Israt Jahan has more than 19 years of experience in Customer service management in different industries (Telecom, BPO & Bank). She is an expert in Customer Experience Management, BPO project management and compliance management. She has keen knowledge in all aspects of customer service such as Resource management, Service quality, Performance management, Complain management, Call center architecture, Process & Compliance, Cross functional project management, Recruitment process, lead generation, Training etc.

Being an operation & strategy head, for the last 10 years, she managed customer service through various contact channels (Inbound, Outbound, e-mail, SMS, web chat & social media) effectively.

She did project management course ( IGS, Brac University) & awarded Certificate of appreciation as outstanding performer for EPMO strategic Projects ( Robi Contact center outsourcing project) in 2012 ,also for EPMO Projects in Robi in 2011 for executing dedicated GPRS routing skill. She did a good number of cross functional projects successfully in Robi & EBL.


As an ISO certified lead auditor, she successfully managed customer service Audit team for a long period of time. She developed and executed SOPs, SLAs to maintain customer service standard.

She was involved in various researches in Robi as a part of Customer insight management to achieve profound insight in developing strategies that lead to operational excellence, customer loyalty and new customer acquisition.


Ms. Israt Jahan worked in EBL as head of Contact center. Prior to this, she worked in genexinfosys; a leading BPO as GM, Business support & operation. She also worked with Robi Axiata Limited as a manager of Contact center operation & strategy (Resource management).Currently she is working with Nobojatra foundation, a non-profit organization as director of corporate affairs & training.

She received her MSS & BSS Degree from Dhaka University in Sociology. And holds a post graduation diploma in HRM from BIMS.

She has conducted training programs for the new recruits & existing staffs of Contact center in Robi & EBL for the last 15 years. As a freelance trainer, she conducted a training program on ‘Communication Skills and Operational Excellence for Call center Representative’ of Bengal Group of Industries on 12th Feb, 2016. Israt has attended different training programs on Customer service operation, Quality management & Leadership development conducted by local & international experts. She is passionate in developing future leaders in customer service industry.

Interactive Lecture, Video clips, Role Play, Practical exercise, Question and Answer Session.