Customer Relationship Management

Mantra to become the Best Customer Service Manager

Date: October 25 & 26, 2013 Time: 09.00 am to 06.00 pm Venue: Inner Glo Training Center, Road #71, House # NE(B)1B, Gulshan-2, Dhaka Training Fees: Tk. 9,000 per Person Group of 5 participants will receive 10% discount! Registration Closes on: October 22, 2013 Limited Seats

Two Days Professional Development Workshop On

OVERVIEW:
For any business it is crucial to understand the importance of providing service that consistently exceeds customer expectations. Once customer service representatives have gone through this training, it is expected that they can demonstrate the hallmarks of best customer service. Also this workshop will pave the stone to make you a person with positive outlook for your professional & personal life.

Facilitator
Mohammad Hamza Mahbub
Lead Consultant, AEON
Former Management Consultant SAP ERP & Wincor core team of RSL (AGORA), SCB, Gala Coral Group, Tesco McDonalds and European Union

Lesson Plan
DAY 1: Welcome & Opening of session Expectation sketch up Ice breaker Break Theory & Interactive session: 22 customer service Fundaments will be covered in 1.5 days Fundament 1& 2; Create a service mindset Highlights Lunch Break Fundament 3 & 4; Create a service mindset Homework DAY 2: Homework Review Recap Fundaments 4-7; Mantra to become a fabulous customer manager Standards & Theme of customer care Break Fundaments 8-12; Set it in the right tune & be prepared for everything Lunch Break Fundaments 13-22; Become the most professional one at work Anchor

Training Objective & Outcome

Know your customers Assessing customer mindset Commitment to personal improvement Speaking your customers language Convertional tools Levels & standards Resolving complaints Art of dealing with angry customers

WORKSHOP CONTENT
Create and embed understanding of customer service Know why it is important for a business; shaping the direction of customer service in an organization Customer service in field and over the phone Building rapport for a Strong customer relationships Customer service confrontation & conflict Know who are your customers, what they want from us, Internal customer service Understand the idea of customer service & customer delight Dos and Donts to become a efficient customer manager Levels, aspects and nature of customer expectation Handling tough customers & Art of turning a bad experience in to a good one Etiquettes & Norms of a Professional Customer manager.

Methodology:
Short Lectures with real life example Brainstorming exercises Role play Group discussions Personal action plans

Target Audience:
Individuals who want to develop or refresh their customer service skills.

Contact Information
Mind Mapper Bangladesh
House - 307 (2nd Floor), Road - 21, Mohakhali DOHS, Dhaka Phone: +880 2 9884744, Cell: +880 1711 247003 E-mail: sales@mindmapperbd.com www.mindmapperbd.com