Studies tell that 70% of mistakes in the workplace are a direct result of poor communication. In any business role or function, you must be able to convey your ideas in ways that drive effective decision making, teamwork, and action. This highly interactive two-day course will help you become a more persuasive communicator in a range of settings.
Course outline:
1.Importance of business communication
2.Verbal communication: speaking and listening
3.Verbal communication: questioning, feedback, conflict, confrontation
4.Non verbal communication and body language
5.Written communication
With over 15 years of professional experience, Mr. Md. Mubir M. Chowdhury is an expert in Customer Experience Management, B2B sales, and customer relationship management, and business communications.
He is the Co-Founder & CEO of Humac Lab Ltd. which has already created award winning products. He is also a promoter of Customer Experience Management concept along with playing an anchor role in the CEM training and consultancy field of Bangladesh.
Program Includes
Practical work
Case study
Assignment
Introduction
Define the elements of customers experience in his or her brand Empathize with customers Build rapport with customers Avoid critical mistake areas that make customers unhappy Develop proper attitude required to become an excellent sales center agent Manage difficult or angry customers Develop skills to effectively manage different types of customers Manage personal stress level
Program Includes
Practical work
Case study
Introduction
Assess your own business to identify strengths and weaknesses Identify core competences of your organization Analyze the target market and sort of opportunities and threats Prepare SWOT confrontation matrix to generate appropriate strategy
Program Includes
Practical work
Assignments
Introduction
Understand the overall value of B2B Account Management Learn to rank the attractiveness of customers to be business accounts Understand different aspects of your accounts’ decision process, factors, and key players Learn how to become a good B2B Account Manager
Program Includes
Assignments
Practical Work
Introduction
Understand the concept of CEX Learn how to manage customer expectations Learn about the tools and techniques to manage customer experience Understand your organization's customer experience level
