Mastery on Customer Service Excellence training centre in Bangladesh

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Mastery on Customer Service Excellence

  • Date : Saturday, April 6, 2019
  • Duration : Day(9:30 AM-5:30 PM)
  • No. of Classes/ Sessions : 1 Day long
  • Class Schedule : Saturday
  • Total Hours : 8
  • Last Date of Registration : 5 April, 2019
  • Venue : A.K.Arcade (2nd Floor), 771, Sheikh Mujib Road, Choumuhoni Circle, Chattogram

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.

Resource Person

Ridwanul Karim Chowdhury

Certified NLP Practitioner, Professional Trainer & Development Analyst

Ridwanul Karim Chowdhury has been working in different segments of customer service operation for the last 10 years with an excellent portfolio with Leadership Experience. He was a head of training and information management in Grameenphone Ltd. He was responsible for running competence driving program within the organization, he was responsible to lead information value chain, and he is specialized on development activities like coaching, guiding, training need assessment; Setting KPI etc. Previously, he was responsible for ensuring quality of Customer Service. He was the head of stakeholder and campaign management. He has work experience as NPS channel manager. At present He is working as a freelancer Training and HR consultant in different leading consultancy firm in Bangladesh.

Mr. Ridwanul is a post-graduate and he is also HR certified from BIM. He has several professional and certified training records from various local and foreign training institutes. He has certified training on TOT, Operational Management, Time and Stress Management, People Management Skill, Basic Project Management, Presentation Skill, Feedback & Coaching ;Outbound Sales; Mastery on customer service; Leadership Development; Situational leadership; NPS mechanism & techniques; Lean Six Sigma; Vendor management; NLP Training.

As a development consultant; Ridwan is used to perform advanced; specialized and administrative duties in different segment of HR and people development policies in customer service of multinational telecom operator. He has rich experience to run and implement multinational best practice of HR culture like “driving values” effective assessment process named CBI (competency based interview process) and so on. He is specialized on guiding time and stress to ensure work efficiency and effectiveness. He has experience to work with HR cross functional team to develop different policy of customer service.

Apart from this; he has more than 5000 hours of training facilitation experience coverage with 3500+ employees and hundreds of external trainees. He has experience in providing training in Brac-Bank; SGS; Partex Star; bdjobs; businessexpress24; SMG; SIKO-Bangladesh; NAVANA; North South University; DESCO; Genex; Digicon; Merie Stopes; SINGER; Akij Motors and different other organizations and BPOs as an external trainer. He has very sound knowledge of customer service operation.

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