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Program Includes

Case Study

Assignment


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What you will learn ?


  • Define the elements of customers experience in his or her brand
  • Develop the right attitude to deliver excellent customer service
  • Empathize with customers
  • Build rapport with customers
  • Avoid critical mistake areas that make customers unhappy
  • Manage difficult customers and situations
  • Develop skills to effectively manage different types of customers
  • Manage personal stress level

Requirements


  • Existing and aspiring call center agents.

Description


Call centers is a very important and effective element of overall customer service that manages almost 5- 6% of overall customer experience. This two-day training will help call center agents learn to make the very most of their telephone based work, including understanding the best ways to listen, be heard, and manage relationships. 



Course Outline:

1. Importance of Call center based Customer Service

2. Building relationship with the customer


3. Fixing the CS Basics


4. Delivering superior service


5. Customer Service Skills to Win Customers’ Hearts


6. How to deal with different types of customers

Instructor


Mohammad Mubir
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  • 1 Students
  • 13 Courses

Mohammad Mubir Mahmud Chowdhury

  • Co-Founder and Lead Consultant, Beyond Rationale; Co-Founder, Di
  • Job role and Personal Profile Analysis Customer Experience Management Net Promoter System (NPS) Lean Six Sigma methodology (continuous improvement) Proactive customer feedback mechanism Co-creation panel Key Account Management B2B sales and relationship management Direct Sales Project Management

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.

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