With over 10 years of professional experience in Customer Experience Management, Customer relationship management, Business communications, Retail channel Operation and E-commerce business.
Business Development Manager at Grameenphone.
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
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
