Customer service is a very effective element that manages almost 5-6% of overall customer experience. This two-session training will help sales center agents learn to make the very most of their interaction based work, including understanding the best ways to listen, be heard, manage relationships, and finally sell to customers.
Course Outline:
1. Offering your service
2. Fixing customer service basics
3. Delivering superior service
4. Skills to win customers’ hearts
5. How to deal with different type of customers
6. Converting visitors to customers
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
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
Program Includes
Assignments
Practical Work
Introduction
Avoid critical mistakes in communication Know how to communicate with diplomacy Know how to speak more effectively Use the techniques of active listening
