Introduction:

No matter you are working with a profit or a non-profit organization, every occupation has a customer base, and every employer wants to provide their customers with the best experience they can offer. On the other hand, customers whether from interdepartmental or external always expect highest services from the service provider. It imposes optimistic attitude and effective techniques of customer service professionals who can satisfy customers and manage difficult situations as well.

Course Description and Objective:

This training program is designed as a solution of challenges arise in between expectations and behavioral respond from the end of service provider and receiver.

We hope, our combined effort will overcome the day-to-day challenges that will establish service excellence all around and enhance customer service efficiency consequently having greater customer satisfaction.

Expected Outcome:

It is expected that through the participation on this course, participants will be able to:

• Identify the linkage and engagement between organizational expectations and self-contribution
• Understand customers psychology to address the customer’s exact needs accurately
• Demonstrate resilience techniques to deal with unpleasant situation
• Establish service excellence

Course Outline:

My Organization, Me & My Customers

• Me and My Organization:
• I myself my organization:
• My Customers/Clients:
• Case Analysis:

Customer Service Excellence

• Customer psychology:
• Establish welcoming attitude:
• Identifying and addressing customer needs:
• Service Excellence
• Establishing face value

Approach to the course:

Participatory approach will be used in this course. Handouts will be distributed and reference of relevant literature will be given to the participants. The course includes the methodologies mentioned below:

• Lecture/discussion: Lecture/discussion with maximum trainee participation through questioning and exercise in impromptu speaking to an audience to identify and become acquainted with the essential elements of getting the message across and becoming an effective oral communicator.
• Brainstorming: Osborn’s original idea to engage trainee(s) in critical thinking to find out solutions around a specific domain of interest by generating free thoughts.
• Group exercise: Catch a group of trainees in a participatory exercise to find out solutions of problem(s).
• Case study: Understanding a particular instance and analyze it to use in intended context.
• VIPP (Visualization in Participatory Program): Imaginative blend of different visualized tactics which stress the magnitude of group’s contribution in mitigating development problems.
• Games and exercises: Enriching training with interactive activities of fun and learn through them.

Evaluation Process

The learning and reaction evaluation will be used in the course.

Course Duration and Timing:

The course will be conducted for 2 days. Sessions will be conducted from 9:00 AM to 5:00 PM.

Resource Persons: Faith Bangladesh & Renowned external trainers

Target group /participants:

Any professional currently involved in direct or in-direct customer service occupation along with the persons who want to build career in customer service profession.

Number of participants:

It is intended to accept a maximum of 20 participants per batch.

Course fee:

BDT 15000.00 to cover the cost of training materials, faculty time, morning and afternoon tea/coffee, Lunch and certificate of participation. However, travel costs, medical insurance, other meals and accommodation are not included in the course fee. The course fee is payable on notification of acceptance preferably by wire transfer or bank draft in favor of faith Bangladesh (bank details will be provided with acceptance letter). Admission will be confirmed only when the fee is received.