Customer Service is good Business

Soft Skills, Sales & Marketing
" 2 Day long workshop "
Registration Last Date: 22 August, 2024
Venue: House# 05 (1st Floor), Flat# A-1, Block # D, Road # 17, Banani, Dhaka -1213 (Classroom)

Introduction:

A company should prioritize providing excellent customer service because it is a key point of contact and a competitive advantage. The primary goals of customer service are client loyalty and customer retention for the organization’s objectives. Customer Service Representatives are the front liners who interact with customers on behalf of the organization. Customer service excellence is meeting and exceeding the customers’ expectation for maintaining sustainable positive customer experience and profits for the organization.

A form of promotion for businesses might be providing excellent customer service. Companies can reduce their costs associated with customer acquisition and develop loyal customer by providing excellent customer service. Loyal customers persuade other potential customers which is excellent free publicity for any business.

Customers perceive this as a favorable interaction when they witness customer service representatives acting proactively or taking quick action to guarantee their satisfaction. About 90% of consumers, according to research, believe that “taking ownership” is the key to a “WOW” customer experience.

For effective customer experience management, accurate client data must be maintained. You may better grasp the service standards for your company by listening to customer feedback.

 Objectives of workshop:

This training focuses on comprehensive skills and knowledge necessary for maintaining customer service standard. Course content covers guidelines, processes, and tools to develop customer-centric approach for becoming a successful customer service representative.

Outcomes of workshop:

After successful completion of the workshop the participants will be able to:

  • Learn the root skills to generate outstanding customer experiences.
  • Ensure more consistent positive customer interactions.
  • Maintain service standards align with organizational goal.
  • Increase loyal customers.
  • Create customer centric culture.

Methodology:

  • Interactive Lecture, Video clips, Role Play, Practical exercise, Question and Answer Session.

Contents of workshop:

1) Understanding of Customer service & Customer

  • Characteristics of Good Customer Service,
  • Know your customer ( customer persona/ sales perspective)

2) Identification of customer needs : Customer experience management

  • How to identify and meet customer’s need/ expectation
  • Characteristics of healthy work relationship

3) Responding to customer requests professionally: Communication Skill

  • Nonverbal communication in customer dealings
  • Effective listening and questioning skill
  • Effective Sales Conversations, Up sale & Cross sale
  • Effective Writing Leads to Effective Support
  • SMS Communication etiquette

4) Recording customer requests professionally: Customer data management (CDM)

  • Steps of data management
  • Customer insight management.

5) Methods and processes of following up :

  • How to influence People
  • Effective follow-up technique with customer

6) Service mind set

  • Why first impression is important
  • How to handle Criticism
  • Handling Tough Customers & Complaints
  • key stages of after-sales support
  • Ways to delight customers after the sale.
Price:

7,000.00৳ 

Course Details
Date
23rd and 24th August, 2024
Time
Day (9:30 AM to 5:00 PM)
Classes / Sessions
2
Class Schedule
Friday & Saturday
Total Hours
15

• Customer service representatives.
• Retail sales associates.
• Individuals who want to develop career in Customer service.
• Legal, Accounting, Engineering and other professional occupations.
• Technical support and help desk agents.

Arrangement for Certificate, Lunch and 2 times Tea would be made by the Organizer during the workshop.
Israt Jahan
Customer Service Specialist

Ms. Israt Jahan has senior leadership team experience in different industries (Telecom, BPO, Bank, e-commerce) from working in different CX roles at companies including Robi ( head, Workforce management, Service quality) Genex (GM, operation and strategy), EBL (head of Contact Centre) and Shohoz, (head of Customer Service). Her diversified knowledge in service industry gives her confidence to mentoring CX leaders.

Being an ISO certified lead auditor, she successfully managed customer service Audit team for a long period of time. She developed and executed SOPs, SLAs to maintain customer service standard. She was involved in various researches as a part of Customer insight management to achieve profound insight in developing strategies that lead to operational excellence, customer loyalty and new customer acquisition.

As an operation & strategy head, she managed customer service through various contact channels (Inbound, Outbound, e-mail, SMS, web chat & social media) effectively.

She is an expert in Customer Experience Management and BPO project management. She has keen knowledge in all aspects of customer service such as Resource management, Service quality, Performance management, Complain management, Call center architecture, Process & Compliance, Cross functional project management, Recruitment process, lead generation, Training etc.

She did project management course ( IGS, Brac University) & awarded Certificate of appreciation as outstanding performer for EPMO strategic Projects ( Robi Contact center outsourcing project) in 2012 ,also for EPMO Projects in Robi in 2011 for executing dedicated GPRS routing skill. She did a good number of cross functional projects successfully in Robi & EBL.

She received her MSS & BSS Degree from Dhaka University in Sociology. And holds a post graduation diploma in HRM from BIMS. She has conducted training programs for the new recruits & existing staffs of Contact center in Robi, EBL and Shohoz.

Ms. Israt has attended different training programs on Customer service operation, Quality management & Leadership development conducted by local & international experts. She is passionate in developing future leaders in customer service industry.

Introduction:

A company should prioritize providing excellent customer service because it is a key point of contact and a competitive advantage. The primary goals of customer service are client loyalty and customer retention for the organization’s objectives. Customer Service Representatives are the front liners who interact with customers on behalf of the organization. Customer service excellence is meeting and exceeding the customers’ expectation for maintaining sustainable positive customer experience and profits for the organization.

A form of promotion for businesses might be providing excellent customer service. Companies can reduce their costs associated with customer acquisition and develop loyal customer by providing excellent customer service. Loyal customers persuade other potential customers which is excellent free publicity for any business.

Customers perceive this as a favorable interaction when they witness customer service representatives acting proactively or taking quick action to guarantee their satisfaction. About 90% of consumers, according to research, believe that “taking ownership” is the key to a “WOW” customer experience.

For effective customer experience management, accurate client data must be maintained. You may better grasp the service standards for your company by listening to customer feedback.

 Objectives of workshop:

This training focuses on comprehensive skills and knowledge necessary for maintaining customer service standard. Course content covers guidelines, processes, and tools to develop customer-centric approach for becoming a successful customer service representative.

Outcomes of workshop:

After successful completion of the workshop the participants will be able to:

  • Learn the root skills to generate outstanding customer experiences.
  • Ensure more consistent positive customer interactions.
  • Maintain service standards align with organizational goal.
  • Increase loyal customers.
  • Create customer centric culture.

Methodology:

  • Interactive Lecture, Video clips, Role Play, Practical exercise, Question and Answer Session.

Contents of workshop:

1) Understanding of Customer service & Customer

  • Characteristics of Good Customer Service,
  • Know your customer ( customer persona/ sales perspective)

2) Identification of customer needs : Customer experience management

  • How to identify and meet customer’s need/ expectation
  • Characteristics of healthy work relationship

3) Responding to customer requests professionally: Communication Skill

  • Nonverbal communication in customer dealings
  • Effective listening and questioning skill
  • Effective Sales Conversations, Up sale & Cross sale
  • Effective Writing Leads to Effective Support
  • SMS Communication etiquette

4) Recording customer requests professionally: Customer data management (CDM)

  • Steps of data management
  • Customer insight management.

5) Methods and processes of following up :

  • How to influence People
  • Effective follow-up technique with customer

6) Service mind set

  • Why first impression is important
  • How to handle Criticism
  • Handling Tough Customers & Complaints
  • key stages of after-sales support
  • Ways to delight customers after the sale.