Daylong Workshop on

Customer Service Excellence for Call Center and Customer Services Team

Training certificate will be provided within 10 working days after completion of training successfully.

Course Overview:

This one-day course is designed to help call center and customer service professionals so that they can provide excellent customer services. Participants will learn the core principles of customer service, effective communication, handling difficult customers and situations, and building strong customer relationships. The course emphasizes a customer-focused mindset and a culture of great customer service within organizations.

OBJECTIVE OF THE TRAINING:

    • Understand the basics of excellent customer service.

    • Develop good communication and problem-solving skills.

    • Learn how to handle tough customer situations professionally.

    • Build and maintain strong customer relationships.

    • Encourage a customer-focused culture in the organization.

THE DETAILED OUTLINE:

    • Module 1: Introduction to Customer Service Excellence

      • Keeping a Positive Attitude in Customer Service

      • Developing Excellent Customer Service Skills

      • The Role of Customer Service in Business Success

      • Understanding Customer Expectations and Needs

      • Importance of Active Listening and Empathy

      • The 4 ‘S’ of Customer Service

      • Reviewing and Improving Call Scripts

      • Greeting Etiquette, Even with Upset Customers

       

      Module 2: Effective Communication

      • Verbal and Non-Verbal Communication Skills

      • Handling Customer Inquiries and Requests

      • Managing Customer Complaints and Feedback

      • Providing Clear and Helpful Information

      • Practical Training on Pronunciation, Tone, and Active Listening

      • Receiving and Giving Constructive Feedback

       

      Module 3: Problem-Solving and Conflict Resolution

      • Identifying Customer Problems and Challenges

      • Dealing with Difficult Customers and Situations

      • 5 Steps for Handling Objections

      • The L.A.S.T. Method for Difficult Customers

      • Role-Playing and Live Call Scenarios

      • Addressing VIP Service Requests

      • Managing Service Limitations

      • Handling Unmet Service Expectations

       

      Module 4: Cultivating a Customer-Centric Culture

      • Building Trust and Credibility Strategies

      • Nurturing Long-Term Customer Relationships

      • Using Customer Feedback for Improvement

      • Every Employee’s Role in Great Customer Service

      • Implementing Continuous Improvement and Feedback

      • Establishing a Routine for Product Knowledge Training

       

      This training program will equip the Electro Mart Limited (EML) call center team with the skills needed to provide exceptional customer service, build positive relationships, and address various challenges effectively.

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Original price was: ৳ 16,000.00.Current price is: ৳ 12,000.00.

৳ 100,000.00

Original price was: ৳ 12,000.00.Current price is: ৳ 10,000.00.

Original price was: ৳ 6,000.00.Current price is: ৳ 5,000.00.

Original price was: ৳ 6,000.00.Current price is: ৳ 5,000.00.

CONTACT

Who can Attend

Resource Person

Jamal Uddin Jamy

Communication and Leadership Trainer| TEDx Speaker | Certified NLP Practitioner | Distinguished Toastmaster

Jamal Uddin Jamy is a distinguished training consultant with over 14 years of experience empowering workforces across various business disciplines with communication, leadership, emotional intelligence, soft skills, professional etiquette, and customer service training. He has a track record of successfully facilitating transformative programs for several local and multinational companies. His unique and engaging training delivery styles have captivated audiences of all ages, leaving them feeling energized, motivated, and ready to take on the world. Mr. Jamy holds a BA (Hons.) and MA from Dhaka University, as well as a second Masters in English Language Teaching (ELT). He is currently pursuing his Ph.D. from Putra Business School, UPM, Malaysia. Before joining CAREERCOACH Training Solutions, Mr. Jamy served as the Director of Career Services at ULAB, Southeast University, and Eastern University. He also played a key role in establishing the brand of Monash University in Bangladesh as the Head of Communications, Outreach, and Enrolment. In addition to his professional achievements, Mr. Jamy is widely recognized for his ability to inspire and motivate emerging corporate leaders and students. He is highly sought-after as a communication and leadership trainer in the sub-continent, having been featured as a speaker at numerous domestic and international seminars, workshops, and conferences. Notably, Mr. Jamy is an accomplished author with several bestselling books in Bangladesh. Jamal Uddin Jamy is also a prominent figure in the Toastmasters community within District 124, encompassing Bangladesh, India, and Bhutan. He has held various leadership roles, starting from Club VP Education, Club President, Area Director, Division Director, District Associate Club Growth Director, to District Associate Program Quality Director. In 2019–20, he earned the title of Division L Toastmasters Speech Evaluation Contest Champion, further solidifying his standing as an outstanding communicator and leader.