96% of HR executives/managers believe that professionalism relates to the person, not the job title. Thus, ‘professionalism’ is a very commonly used word yet highly vague concept. This highly interactive course will clear the confusion by covering workplace expectations and acceptable behaviors of a general organization.
Course Outline:
1. The capacity equation
2. Qualities and characteristics of a professional
3. Aspects of professionalism
4. Common unprofessional behaviors
5. Important etiquettes to be a true professional
6. Professional styles
7. Stages of professional development
8. Reflection and building professional development plan
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
Case study
Online support
Practical work
Assignment
Introduction
Understand the real cost of replacing people Clearly understand the people management factors Know how to take feedback effectively Identify the team members’ needs Understand why teams succeed and fail Know how to influence and motivate people Manage and retain a talent pool Know how to stimulate emotional intelligence at work
Program Includes
Case study
Practical work
Assignment
Introduction
Define the elements of customers experience in his or her brand Sales and service center team management Empathize with customers Build rapport with customers Avoid critical mistake areas that make customers unhappy Manage difficult or angry customers Manage personal stress level
Program Includes
Case Study
Introduction
Understand the overall value of KAM Learn to rank the attractiveness of customers to be a key account Understand different aspects of your accounts’ decision process, factors, and key players Learn how to become a good Key Account Manager
Program Includes
Practical session
Introduction
Understand the concept and importance of CEX and CEM Understand your organization's customer experience level Understand the key enablers for a customer centric organization Learn how to develop a customer experience strategy for your team
Program Includes
Practical Work
Assignments
Introduction
Understand the importance to deliver as per customer expectations Acknowledge the factors that shapes customer expectations Learn how to effectively manage customer expectations Learn to how to regularly exceed customer expectations
