Mastery on Customer Service Excellence training centre in Bangladesh

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Mastery on Customer Service Excellence

Introduction

Do you want to understand customer needs and exceed their expectations? Would you like to improve how you deal with complaints? Can you relate to different generations as well as you could?

This 1 day workshop was created to improve the quality and effectiveness of customer service, by building excellent customer care skill across your workforce.

In today's workplace, we are measured on how we work with our customers, so understanding good practice in customer care will increase your key performance indicators. This workshop will benefit anyone who wants to improve the quality and effectiveness of customer service within their own area of responsibility.

Methodology

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

Contents of Training:

What is Customer Service?
 Definition from different aspects
 Customer Mindset
 Customer manager Mindset
 Role Play to understand Customer Service
 Games

What is the customer’s Expectations
 Discussion on 6 customer expectations
 Detail discussion on soft skill
 Voice Modulation
 Impact for Gesture-Posture on customer interactions
 Techniques to apply empathy
 Audio visuals
 Role Play

Communication Skill
 Discussion on communication series
 Understanding on Effective communication
 Effective communication method
 Johari Window
 How to manage irate (angry) customer
 Role Play

Emotional Intelligence
 Understanding on Emotional Intelligence
 Self-Awareness mechanisms
 Self-Control mechanisms
 Audio visuals

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Arrangement for Certificate, lunch and two tea-break would be made by the Organizer during the workshop.