-- 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

Anyone from any dept.

Mastery on Customer Service

Training Objective
Customer service is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees "who can adjust themselves to the personality of the guest". Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback.
Training Content
* What is Customer Service

Definition from different aspects
Customer Mindset
Customer manager Mindset
Role Play to understand Customer Service

* What are 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
Facilitator(s) Profile

Ridwanul Karim Chowdhury
Professional trainer & development analyst Head of Training & Information Mgt. Customer Service, Multinational telecom operator
  Ridwanul Karim Chowdhury is currently working as a head of training and information management in a multinational telecom operator. He is responsible for running competence driving program within the organization, he is leading the information value chain, and he is specialized on development activities like coaching, guiding, training need assessment etc. Previously, he was responsible for ensuring quality of Customer Service. He has more than 4000 hours of training facilitation experience coverage with 3500+ employees and hundreds of external trainees. He has experience in providing training in North South University; DESCO and different other organizations as an external trainer. He has been working in different segments of customer service operation for the last 8+ years with an excellent portfolio. He has very sound knowledge of customer service operation. Mr. Ridwanul is a post-graduate from American International University-Bangladesh. 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, Mastery on customer service; Leadership Development; Situational leadership; NPS mechanism & techniques; Lean Six Sigma.
We offer In-House/Customized training on Sales, Leadership, Finance, HR, RMG or any Soft Skill Topics.