Skills for great customer service manager training centre in Bangladesh


Skills for great customer service manager

  • Date : Friday, March 29, 2019
  • Duration : Day(9.30 am-5.30 pm)
  • No. of Classes/ Sessions : 1 Day
  • Class Schedule : Friday
  • Last Date of Registration : 28 March, 2019
  • Venue : Bdjobs Training, BDBL Building (Level 19), 12 Kawran Bazar C/A, Dhaka 1215.


Driven by rapid changes in technology, social media, and consumer behavior, customer service expectations continue to increase to a greater extent. Superior customer service experience generates higher customer retention, loyalty and ultimately higher profits.Running a Customer service Center is like running a business. Customer service managers are responsible for delivering high standards of service to the customers by making the most effective and efficient use of staff, technology & resources. They need to use a range of measurements to monitor, analyze and improve the Customer service standard. To meet these responsibilities, the manager must be a combination of expert service provider, coach, trainer, mentor, and motivator. A successful manager must be competent not only in operational skills, but also be proficient in such traditional business disciplines such as strategic planning, fiscal management, organizational design, financial analysis, business process improvement, risk assessment, performance management, and more. For instance:
• Supervisory and Leadership Skills.
• Customer service Metrics, Analytics and Reporting.
• Fundamentals of Service Quality.

Course Objective:
This training focuses on comprehensive skills and knowledge necessary to manage a Customer service Center. Course content covers tactical management responsibilities, from the most fundamental tasks of forecasting, scheduling, and using performance metrics; all the way through quality assurance, cost management, strategy, leadership etc.

Training outcome:
After successful completion of the training the participants will be able to:
• Assess the current state of their Customer service Center.
• Know the Key metrics and the relationship between metrics.
• Know the best practices for forecasting work load, and scheduling staff.
• Develop the scorecard approach for monitoring key metrics and reporting results to upper management.
• Create a Customer service Standard Operating Procedures manual that includes best practices for customer handling, documentation and customer service.
• Establish quality monitoring requirements & develop monitoring forms.
• Establish training plans for new hires, mentoring, and on-going training.
• Build a road map for implementing performance improvement and process improvement plans.
• Know the process of Resource optimization.
• Develop customer insight management module.
• Set Goals for Customer Service to contribute to organizational goals.


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

Contents of Training:

* Understanding of Customer service & management skill.

• Importance of customer service.
• Definition of Management Skills.

* Service quality maintenance.

• How to structure customer interaction process, from greeting to closure.
• Service quality evaluation process.

* Workforce management.

• How to calculate work load/ forecasting.
• Proper staff deployment process.
• Resource Optimisation.

* SLA, KPI’s management.

• How to prepare SOP, KPI dash board etc.
• How to control KPIs (AHT, Service level, Wait time etc).

* Customer insight management.

* Project management.

* Effective Communication in the Workplace.

* Reward and Recognition plan for Good Service. (EOM, TOM)

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Who can attend:
• Leaders responsible for forming a Customer service Center.
• Branch managers.
• Outsourcing entrepreneurs.
• Any New Manager or Non Manager.
• Company senior and top management.
• Individuals who want to develop career in Customer service.
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.