-- Lunch, Tea Break & Refreshment will be arranged by the organizer -- Training 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 from any department

Front-line Customer Service Excellence

Date : 03 Apr 2015
Time : 10.00 AM - 06.00 PM
Fee  : 4000 BDT/Participant
Training venue :
UTC Tower (Ground Floor), 8 Panthapath, Dhaka (Beside Basundhara Shopping Complex)
Training Objective
Benefit at a glance

•Transforming ordinary customer service executives to “CS Specialist”
•Increase your credibility with customers—and your value to your organization
•Deliver better, faster service and increase customer experience
•Learn how to gain repeat business that ensure the continual growth in business
•Understanding the combination of science and art to manage stressful situations more effectively
•Recognize the signals of customer—and how to respond appropriately and assist in quickly finding a workable solution to your customer’s problem
•Preparing own as a CHANGE AGENT in Customer Service Arena

Training Methodology:

Interactive Design Video Review
Participant Handout Hands-On
Case Studies
Group Discussions

Training Content
Basic & Intro

•Break the ice with the power of Customer Service
•CS booster dose for kick off the session
•Sharing the basic method and how to follow the session
•Quick Pre assessment

Customer Service Basic - Chapter 01:

•Introduction to Customer Service
•Customer Service in 21st Century
•The Three Key Elements
•Expand Your Definition of Service
•Reimbursements of good customer service
•Who Are Your Customer and What is their Basic Need?
•Develop A Customer Friendly Approach
•What Customer Service Means
•Customer Service Qualities
•Professional Qualities in Customer Service

The Art of Customer Service (Core Soft Skill) – Chapter 02:

•Opening of a Customer Delighted Transaction
•Establishing Engagement with the power of
oCredibility idolizer
oTrust gaining actions
oRapport building architecture
•The Power of Communication to Win Your Customer
•Golden Rules to Gain the Best of Impression
•Effective Listening Skill – Preparing A Guide to Crash the Barrier
•Discover The Potential Of Customer Through Articulated Questioning Skill
•Service Mindset
•Extended Service Etiquettes

The A+ Customer Service Executive – Chapter 03:

•12 Golden Rule to Prepare for The “Battle of Winning Customer”
•Body Language For Positive Result that Bring Success
•Presentation Skill to Maintain Service Standard
•Saying “NO” to Valued Customer– Facing the Paradox
•10 Major Do’s and Don’ts of Customer Service

Enlarging Sustainable Customer Service – Chapter 04:

•Objection Handling and Negotiation
•Five Hot Buttons That Drives Your Customer Angry
•H-E-A-T Concept to handle Angry customer
•Art of Showing Empathy
•Managing CS Stress Scientifically
Sum up and Conclusion

•Recap of the Session
•Wrap Up
Facilitator(s) Profile

Mohammed Masud Rayhan
Corporate Trainer
Performance Enhancement Catalyst
  Masud Rayhan a performance-driven professional with more than 11 years of combined expertise(Telecommunication & Bank) in Leadership, Human Resources management, recruiting, sales, customer service, corporate learning and development. Currently Rayhan is heading “Learning & Development” unit in a leading local Bank. Rayhan have proven expertise in the development of innovative learning initiatives to streamline processes and capitalize on organizational growth opportunities. A creative thinker, problem solver and decision maker who effectively balances the needs of employees with the mission of the organization. As a trainer: worked with several local and multinational organizations to ensure the positive shifting of the learning curve. As former “Head of Training & Information Management” CS- Grameenphone, he has worked very closely in several learning interventions for people development. Designed, developed and lead the creation of training programs (Soft skill / HR functional) with more than 5000 hours of training conduction. Proven experience in Training Management, Stand-up Presentations, Performance Improvement, Instructional Design, Instructional Systems Development, Leadership, Potential Assessment, Design and Development, Training Administration, Sales & Customer Service Management, Online Training Development. As a certified trainer Rayhan has worked in the development and implementation of the various organizations' training and development strategic learning plans. Involvement in creating and managing training standards, expectations and measurements that builds employee competencies and an environment of continuous learning. Experience in developing cost effective training options to meet specific business needs of the organization and create a high performance workforce. Expertise in ensuring the quality of training through effective needs assessments, course design, qualified instructors evaluation, training resource materials, and learning reinforcement strategies. Academically Rayhan has completed his BBA, MBA from Dhaka, Bangladesh and finally ended up with ACBA from IBA, Dhaka University. Several times stands in the platform of "Best Leader" from GrameenPhone Ltd.(CS Initiative). Rayhan’s extraordinarily inspirational presentations are fully customized through self-research process, rich in practical content that people can use immediately, and cautiously designed to assist individuals move to all new levels of performance, courage and individual fulfillment. Moreover, along with external corporate training Rayhan is involved with different private universities (East West University, Independent University, Stamford University, South East University, Northern University, Army Institute of Business Administration, BUBT)in Dhaka, Bangladesh for professional inauguration program.
Registration Details
Registration payment can be made by cash or A/C Payee cheque in favor of Business Express, before April 2, 2015, till 06:57 pm

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

Mob: Mob: 01717801435

Last date of registration: Thursday, 02 Apr 2015
We offer In-House/Customized training on Sales, Leadership, Finance, HR, RMG or any Soft Skill Topics.