- Lunch, 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

** Participants Comments
About Milinda Wijayasekara **

“The arrangement and the trainer is very good! I would like to join some more programs in future”
- Mitu Bhoumik, Dy. Manager, REVE Systems

“It was a very good training”
- Ashfaque Hussain, Executive, IM, Rahimafrooz Storage Power Division

“Had very nice experience!”
Md. Abdul Wadud, Grameenphone

Who Should Attend

Executives & Managers from:

- Customer Service Department
- Sales / Marketing
- Front Desk / Telephone Operator
- Technical Support
- Call Center
- Banking Sector, Financial Institution, Internet Service Provider (ISP)
- Tele Marketers
- Anyone who wants to develop his/her customer service skills

Customer Service Excellence & Professional Front Desk Behavior

Create Loyalty and Add Value at First Impression!

Date : 24 Feb 2012
Time : 10.00 AM - 06.00 PM
Fee  : 5000 BDT/Participant
Training venue :
UTC Tower (Ground Floor), 8 Panthapath, Dhaka (Beside Basundhara Shopping Complex)
Training Objective
Program Overview:

Today’s customer expectations are very high. To be successful companies have to identify, not to just meet but delight the customer at the first impression itself.

Customer retention has become more complex as the choice for the customer is increasing too. To rest assure professional and emotional impact on customer as a passion is essential. Your front executives, customer support executives, tele-marketers, public relations officers are the primary representative of your organization and they will make the first impression about your organization, to your valuable clients.

This daylong and highly interactive workshop is to make sure you are at its best as second to none. We bring you the best practices of customer interface solutions along with state of the art methodology to treat the customer to the best, and stay well above competition.

The major objectives of this highly interactive training program are:

- Developing the skills of the marketing staff to meet the needs of emerging Customer Oriented Work Culture
- Changes expected from the marketing staff to continue as an able business staff in the industry effectively.
- Build Trustworthiness, Professionalism Work Ethics & be systematic.
- Priority to enhance the quality, deliver effective and efficient service by reaching the correct speed and with high commitment.
- Help employees provide the highest level of service to the dealers / customers.
- Understand the underlying principles of selling skills, customer service and prompt delivery of services.

How participants will benefit?
This interactive workshop will benefit participants to think differently, understand the Secrets of Superior customer service / marketing and selling skills and give them the guidelines and tool to:

- Understand key principles that will lead you to Passionate Customer Service
- Can be relied upon fully to meet commitments in delivering Customer Service on time to promised standards
- Be innovative, proactive & change oriented, system driven, and entrepreneurial
- Build customer loyalty through Superior Service

Training Methodologies Include:
- Lecture & Power Point Presentation
- Handout & Lecture Sheets
- 'Learning by Doing' approach
- Role Play Games
- Games & Group Exercises
- Facilitator Feedback
- Delivery: English
- Q & A
Training Content
Key Areas to be Discussed:

- Customer First attitude
- Customer care beyond expectations – physical and emotional
- Mastering telephone behavior
- Professional telephone etiquette
- Mapping the customer experience
- Best tips to develop Customer relations
- Service marketing tips – customer delight
- Steps to create loyal clients and how to retain
- Practice of relationship marketing
- Master the skills and diplomacy in handling objections
- Opening of a lifetime relationship
Facilitator(s) Profile

Milinda Wijayasekara
Regional Trainer, South East Asia
CEO, Training Srilanka
Managing Director, Sales & Marketing Training Forum, SRILANKA
  Mr. Milinda Wijayasekara a professionally qualified marketer and one of the most experienced, practical Sales trainers in Sri Lanka extending his services to Asian region for the past decades. Milinda Wijayasekara is the CEO of TRAINING SRILANKA and the MD of Sales and Marketing Training Forum (smtf) which is one of the most leading corporate sector training organizations based in Sri Lanka providing wide range of sales and management soft skills development training solutions for national and multinational audience for enhanced productivity and HR development. Selling power, Smart selling, Professional selling at customer interface, Service excellence, Leading teams for success, Team effectiveness and team spirit, Creativity in selling, constructive & modern approach in selling, Think out of the box, smtf Sales Camps as outdoor activity based trainings are some pet areas of services exclusively custom-made to suit the desired requirements. Milinda who has well over 23 years of professional and managerial experience in the trade has served and trained in the U.K. over 07 years under British Petroleum, Total, Shell, Henleys (London) Ltd, Polygon Retailing Ltd, U.K. He was employed by the most prestigious companies in Sri Lanka such as Metropolitan group and Associated Motorways PLC in the capacity of Head of Sales and Sales Consultant (BP & Castrol) for many years which he subsequently preferred to convert his career to his hobby and now continues in his 10th year to-date as a full time Sales trainer, who has hands on experience in sales and consultation in South East Asian region. Milinda has conducted well over 700 training workshops and has his team of trainers professionally geared in management and leadership training. His innovative and unique Sales Camps Winner, Achiever and Mastery sales camps are very much popular in Sri Lanka as activity based sales training camps inclusive of outdoor adventure. These residential camps are getting popular in the neighboring countries too where sales teams experience a series of activities and related learning points are discussed. Milinda is a well accepted guest speaker at global conferences and business conventions who has the passion in entertaining the audience in style to address Asia business Forum in Malaysia and Singapore many years as workshop leader and guest speaker. Managing passion brands, Performance measurement for marketing functions and Building Asian brands were some of his favorite key note addresses for the international professional audience in the past.
Registration Details
Registration payment can be made by cash or A/C Payee cheque in favor of Business Express, before February 22, 2012, till 06:00 pm

Registration Point
Training Bangladesh, 6/1/B Ring Road (Ground Floor), Shyamoli, Dhaka 1207

Mob: 017 1306 7708, 01912 836565, 01711 032527

Last date of registration: Wednesday, 22 Feb 2012
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