PROFESSIONAL DEVELOPMENT PROGRAM

 

Note:

-Tea Break & Refreshment will be arranged by the organizer
- Handout & Writing Materials will be provided by the organizer
- Seats are limited and will be served on 'First Come-First Serve' basis
- Participants will be awarded certificates at the end of the session.

Who Should Attend

Any one

Essential English for Front-Desk Professionals



Date : 04 Nov 2016-05 Nov 2016
Time : 10:00AM to 6:00PM
Fee  : 6000.00 BDT
Training venue :
UPDATE
UTC Tower (Ground Floor), 8 Panthapath, Dhaka (Beside Basundhara Shopping Complex)
Training Objective
Essential English for Front Desk is designed for front desk professionals who need to communicate with clients and customers effectively and politely in English over the phone, in person, or in writing. The course covers variety of contexts such as Hotels, Banks, Help-desks and call Centres.

Course Aims:
Effectively deal with all inbound & outbound calls
Learn & use most essential ‘SMART’ business English expressions.
Effectively write and reply to all emails.
Properly communicate with the clients at the front desk
Properly deliver effective customer service and care
Special Features:
Practice worksheets
Individual feedback
Video materials
Full course pack and free additional materials
Training Content
Day One Training Contents

Session 1: 10:00 am
Email Correspondence:
10 most crucial email expressions
3 paragraph email patterns
CC or BCC?
Replying to clients’ enquiry mails
Session 2: 11:30 am
Dealing with clients:
Answering the phone & responding to the inquiries
Essential phone conversation phrases
Practice with authentic telephone conversations.
Session 3: 2:00 pm
Handling with Complaints
Complaints language
Making and replying to complaints
Practice with complaints

Session 4:3:30 pm
Face to face with customers
Basic socializing language
Small talk
Follow up
Meeting Do’s and don’ts
Writing Incubator: 4.30 pm

Training: Day 2
Session 1: 10:00 am
Review of day 1
Formal & Informal writing
Firm but polite language.
Five Cs of customer care writing
Session 2: 12:00 am
Essential grammar
Right forms of Verbs
Active & Passive writing
Subject verb agreement
Session 3: 2:00 pm
Call Centre success
Taking an order
Hotline troubleshooting
Clarifying and explaining
Session 4: 3:30 pm
Participants’ Individual case Presentation
Language Incubator: 4.30 pm
** Special four-hour intensive language incubator practice
Facilitator(s) Profile
 

Mehedi Kayser Pabitra
Certified ELT trainer, British council, Bangladesh
Senior Lecturer in English
American International University-Bangladesh (AIUB)
  Won Fulbright Foreign Language Teaching Assistant (FLTA) program and studied at US number 16 ranked Syracuse University, USA. He did his Masters and Honors with a major in ELT and Linguistics from Dhaka University., Mehedi Kayser Pabitra is now a senior lecturer in English at American International University-Bangladesh (AIUB). He has been training business communication, public speaking and office presentations for more than five years. He is also a British council, Bangladesh, certified ELT trainer. In addition, he trained English communication at the BCB High Performance under 19 Cricket Team with their Australian Head Coach Richard Mckins. He is also teaching English course named “Effective English Communication” for British American Tobacco at Chittagong. He Presented a paper entitled with ‘Business World in Language Classrooms: An Effective Language Acquisition Model’ at NELTA conference in Kathmandu, Nepal. His electronic media, NGO, and corporate communication work experiences include Madonna Advertising Ltd, Radio Today 89.6 FM, Terres Des Holmes, (Italy), and Commonwealth parliamentary summit. He also represented Dhaka University debate teams in world’s university debate championships.
Registration Details
Registration payment can be made by cash or A/C Payee cheque in favor of Business Express, before November 3, 2016, till 07:43 pm

Registration Point
Business Express H:38/A (3rd Floor),R: 9/A Dhanmondi, Dhaka-1209

Mob: 01717801435
E-Mail: businessexpress24@gmail.com

Last date of registration: Thursday, 03 Nov 2016
We offer In-House/Customized training on Sales, Leadership, Finance, HR, RMG or any Soft Skill Topics.