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 to customers
2. Fixing customer service basics
3. Delivering superior service
4. Skills to win customers’ hearts
5. Seven pillars of Customer service
6. Converting visitors to customers
7. Sales center team management
* customized training sessions can also be developed upon customer requirement
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
Introduction
Define the elements of customers experience in his or her brand Develop the right attitude to become a useful resource Define appropriate and inappropriate office behavior Better manage time and deadlines Appreciate differences among the team members Better manage internal and external conflicting situations Develop action plans to improve professionalism at work
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
