Training on Customer Care & Dealing with Complaints training centre in Bangladesh


Training on Customer Care & Dealing with Complaints

  • Date : 19 June - 08 July 2019
  • Duration : Evening(6.30 pm-9.30 pm)
  • No. of Classes/ Sessions : 6 sessions
  • Class Schedule : Monday and Wednesday
  • Total Hours : 18
  • Last Date of Registration : 18 June, 2019
  • Venue : Bdjobs Training, BDBL Building (Level 19), 12 Kawran Bazar C/A, Dhaka 1215.


For businesses that rely upon keeping customers happy, it is important to constantly evaluate and, if necessary, modify any customer service processes and procedures that could lead to customer dissatisfaction. Oftentimes, before businesses change a customer service process, they evaluate several proposals addressing the problem.

Explain the purposes of your initiating new customer care services and show how this will benefit the organization. For example, you might indicate that a change in a certain customer service process will increase customer satisfaction.

While taking care of the customers we must deal professionally of the complaints that we receive from different clients and customers. We need to discuss the problem and address it immediately and properly. For example, a current procedure often requires customers to wait for longer time.

One of the most important issue is the attitude – both of the customer and of the service providers. To ensure the best customer service we have to show the best attitude towards our customers.


Well, in many respects, they are never ending. Although any form of up skilling can improve staff competency or alter employee attitudes, when it concerns customer service representatives, training can deliver extensive advantages to the customer and organisation. Benefits of a well-executed customer service training include:

 Increase motivation and engagement of member staff
 Improve knowledge and skill set
 Boost confidence and morale of the staff
 Increase customer satisfaction
 Deal more professionally with complaints
 Make customers more loyal to your organisation
 Increase turnover and profit of the business
 Improve reputation and brand image


Methods of instruction will include lecturing, discussion, group work, mock complaint dealing sessions and other activities.

Contents of Training:

Who are our guests?
Why customer care?
Importance of keeping guests happy
Dealing with angry customers
What is a complaint?
Reasons of guest complaints
Handling complaints
Making opportunities from complaints
Positive attitudes and gestures Positive Words and Phrase

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Customer care and dealing with complaints course will be of benefit to: New and experienced sales staff Key sales managers Call centre representatives Marketing executives Senior staff who wish to brush up their knowledge and skills for customer care training

Resource Person

Prof. Islam Md. Hashanat, PhD

Prof. Islam Md. Hashanat, a writer, an editor, a consultant, a free-lance trainer and interpreter, a dedicated member of Department of English of Primeasia University is a well-known English teacher as well as tourism activist in Bangladesh. He is an Honours Graduate from the Dhaka University in English Literature, Masters of Arts from Dhaka University in English Language and Linguistics. Later he obtained PhD in English Language.

Teaching awarded by Woolverhamton University, Ireland. He is an ILO Fellow in ESP (Specific English for Hotel and Tourism) trained from Sekolah Tinggi Pariwisata (STP), Bali, Indonesia. Certified on Teaching English as a Foreign Language (CTEFL) from Worldwide Teachers Development Institute (WTDI), Boston, USA, he is an active Global Member of TESOL, USA and also a Reviewer of TESOL since 2016. He is blessed with a rare combination of expertise in Language Training and Tourism and Hospitality Management.

Prof. Islam works as a Consultant, Trainer and Free-lance Interpreter for various International and local Organizations for English language training, tourism development, hotel and resort management, launching theme parks and recreational facilities, international airlines and rent-a-car business, HR and career counselling, catering establishment, office skills management, public speaking and presentation skills, time Management, customer care and many more.

Prof. Dr. Islam Md. Hashanat began his career as an English Trainer and National Counter-part of ILO experts while working in Bangladesh Parjatan Corporation. Later he served both local and international organisations, trained many in corporate sectors, engaged in recruitment, planning, marketing, and setting up many commercial outlets in the tourism, hospitality and other business sectors. In last 29 years, using his empathetic and leadership skills to organisations, he rapidly moved from middle to senior management. He has been actively involved with a good number of clubs and organisations in their development and management as an Advisor, Executive member and Trustee. Prof. Dr. Islam is a Member of Asia Pacific Professional Leaders in Education (APPLE), Co-Founder and Treasurer of Democracy and Social Forum, Founder and Convener of Professional Executive Consultants (PEC) Bangladesh, Executive Committee Member and Tourism Secretary of Bangladesh Cultural Forum, Member of Bangladesh Reading Association (BRA) and Founder Member and Vice-President of Tourism Educator's Association of Bangladesh (TEAB).

Prof. Islam Md. Hashanat is a researcher and writer of a good number of books and articles on language training, environmental issues and on travel, tourism and cultural heritage of Bangladesh. Among many of his publications the most popular books are: Public Speaking and Presentation Techniques, Effective Business Communication, English for Hotel and Tourism, Easy Ways of Speaking English, Speak English Easy, Professional English, Winning CV Writing and Facing Interview (in-print). He has participated in many national and international workshops, seminars and conferences and also presented papers in many countries of the world and spoke as a guest speaker on tourism development and training issues – building a very positive image of Bangladesh internationally.

Prof. Islam was interviewed by Ekushe Television as the only Speaker on a Talk show at Ekusher Dupur, interviewed by BTV as a Consultant on Human Resources and by Digonto TV as career specialist. His interest ranges from travel to photography, from Islamic thinking to literature and from cricket to music. He is keen on teaching English at all levels, on tourism affairs, committed to help develop tourism industry in Bangladesh, committed to develop skilled manpower in tourism field, and has always been advocating for human rights and equality and social justice.

Methods of instruction will include lecturing, discussion, group work, mock complaint dealing sessions and other activities.