A customer focus puts your customers on the top of your list of priorities. When you put your customers into the heart of your business you make customers part of your service culture. This is one of the core concepts that will be introduced to participants as well as elevating them to become more flexible and inspirational communicators in engaging customers and deliver world class customer care portraying energy, commitment and ending customer interactions leaving customers with a positive lasting impression.
Objectives: By the end of this training course participants will be able to:
• Understand how their role is instrumental in delivering a high performance customer focused environment.
• Realign their thinking about customer complaints and understand the opportunity that exists to develop increased lifetime value from even the most challenging customer situations.
• Clearly understand the attitude, skills and knowledge required to be a professional customer care representative.
• Understand the importance of measuring and benchmarking service and the value of a lost customer.
• Create stronger connections with customer and enhance their personal communication through understanding the basics of customer psychology, rapport building and adapting their communication styles for positive customer interactions.
• Design RIGHT KPI for Customer Service Executives.
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9140345, 9117179 , 01926 673098, 01811 487982, 01847 069208
Rupak Nasrullah Zaidi
Trainer, OD & HR Practitioner, Business & Management Consultant
Mr. Zaidi is Training, Organization Development and HR specialist having more than 17 years’ experience in different industry. He is a Business Process Reengineering Consultant. He is a senior Fellow of Management & Strategy Institute – USA. He has exposure as KPI consultant at home and abroad. He has completed Masters in HRM under the University of Dhaka. He received World Training & Development Leadership Award in 2016. He is Member of KPI Institute Australia. He is a certified Lean Office Professional. He is a Professional International Member of Association for Talent Development [ATD, largest association for training & development worldwide], a member of Certified Professional Trainer Network [CPTN] - Canada & certified Trainer from City & Gild– UK. He is also member of American Management Association (AMA) and Society for Human Resource Management (SHRM) USA. He is also a Management Consultant accredited by Institute of Management Consultant Bangladesh. Mr. Zaidi attended as speakers in International Conferences in Singapore, India and Nepal. He also presented papers in different National and International Conferences. He is also guest faculty for leading Private Universities in Bangladesh.
He has conducted training in different organization on different soft and hard skill. He is an expert trainer in HR, Operational Excellence, Office Kaizen, Office ‘5 S’, Lean Office, Salesmanship, Organization Development, Organizational Leadership, Team Building, Change management, Negotiation, Customer Service and other soft skills. He has also exposures in Management Consulting. He did consultancy for more than 15 organizations regarding their HR & Compliance Audit. He also did management consultancy for organization restructuring and development, HR Auditing, HR Setup. He also runs Assessment Center for different organization. He is an HR Auditor and also a good motivational speaker. He worked on Training with renowned multinational, national, group of companies on different topics.
He has contributed in the HR Development in the country through his research based studies, knowledge sharing sessions, analytical paper preparation, information based module and material preparation and sharing. He is now servicing in Power Grid Company of Bangladesh Ltd. as DGM-HR. He is the Secretary General of Professional Society for Bangladesh [PSB]. He is the fellow member of Bangladesh Society for Human Resources management [BSHRM], member of Worldwide Trainers Forum.
Mr. Zaidi has rendered Consultancy Service for Business Process Reengineering, Setting KPI, designing effective Performance Management System, Running Assessment Centre, Organization Restructuring, HR Audit, Process Development, Competency Mapping for Human Resources, Organization Development, for more than 30 organizations at home and abroad. He is an expert Performance Coach for different functions. He has conducted training in different countries including Singapore, Malaysia, India, Nepal, Bangladesh.