Customer Service Excellence training centre in Bangladesh


Customer Service Excellence

  • Date : 30 September - 01 October 2022
  • Duration : Evening(7:00 PM-10:00 PM)
  • No. of Classes/ Sessions : 2 Sessions
  • Class Schedule : Friday & Saturday
  • Total Hours : 6
  • Last Date of Registration : 28 September, 2022 ( within 5pm )
  • Venue : Online Virtual


Customer service is important to an organization because it is a significant contact point & competitive differentiator. The main purpose of the customer service is to retain the customer & creating customer loyalty for the organizational goal. Customer Service Representatives are the front liners of every business. They interact with customers on behalf of the organization.

Customer service skills means representatives are professionals, and can communicate effectively. People that have a positive experience with a company's customer service department will likely tell two or three others about their experience, according to Consumer Affairs website. Therefore, quality customer service can be a source of promotion for organizations. Contrarily, 86% of respondents said that they would leave an organization that treated them poorly. Eight out of 10 people say that customer service can influence their choice of brand.

Customer Service Representatives who constantly deal with customers need to possess certain qualities to meet customers expectation. The customers are constantly internalizing their customer service experience & grading customer service during each interaction. Customer service excellence is meeting and exceeding the customers` expectation for maintaining sustainable positive customer experience and profits for the organization.

When customers see Customer Service Representatives are being proactive, or taking immediate action to ensure their satisfaction, they consider this a positive experience. The research shows that over 90% of customers consider taking ownership as the primary factor in WOW customer experience.

Course Objective:
This training focuses on comprehensive skills and knowledge necessary for maintaining customer service standard within the organization. Course content covers guidelines, processes and tools to develop customer-centric approach for becoming a successful customer service representative.

Training outcome:
After successful completion of the training the participants will be able to:
# Learn the root skills to generate outstanding customer experiences.
# Ensure more consistent positive customer interactions.
# Maintain service standards align with organizational goal.
# Increase loyal customers.
# Create customer centric culture.


Interactive Lecture, Video clips, Role Play, Practical exercise, Question and Answer Session.

Contents of Training:

1. Understanding of Customer service & Customer.
# Importance of customer service.
# Type of customers & handling process. Customer Personality & sales perspective)

# Call Center terminology & KPIs

2. Call handling process.
# Components of a Call (Tangible components, In-tangible components, 4 Steps of Inbound Call)
# Call Etiquettes (Small Talk, Hold Technique, Call Transfer)

3. Dealing with Difficult Behavior/Customer Complaint Handling.
# 3 A process. (Acknowledge, Assess, Address)
# Tips for handling customer complaint effectively.

4. Effective Communication skill
# The Art and Science of Asking Questions.
# How to Listen to Customers.
# Written Communication

5. The Language Of Outstanding Customer Service.
# Using Positive Words.
# Eliminate Negative Words

6. Top Attributes of a Successful CSR /Skills for Customer Service.

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Resource Person

Israt Jahan

Customer Service Specialist

Ms. Israt Jahan has senior leadership team experience in different industries (Telecom, BPO, Bank, e-commerce) from working in different CX roles at companies including Robi ( head, Workforce management, Service quality) Genex (GM, operation and strategy), EBL (head of Contact Centre) and Shohoz, (head of Customer Service). Her diversified knowledge in service industry gives her confidence to mentoring CX leaders.

Being an ISO certified lead auditor, she successfully managed customer service Audit team for a long period of time. She developed and executed SOPs, SLAs to maintain customer service standard. She was involved in various researches as a part of Customer insight management to achieve profound insight in developing strategies that lead to operational excellence, customer loyalty and new customer acquisition.

As an operation & strategy head, she managed customer service through various contact channels (Inbound, Outbound, e-mail, SMS, web chat & social media) effectively.

She is an expert in Customer Experience Management and BPO project management. She has keen knowledge in all aspects of customer service such as Resource management, Service quality, Performance management, Complain management, Call center architecture, Process & Compliance, Cross functional project management, Recruitment process, lead generation, Training etc.

She did project management course ( IGS, Brac University) & awarded Certificate of appreciation as outstanding performer for EPMO strategic Projects ( Robi Contact center outsourcing project) in 2012 ,also for EPMO Projects in Robi in 2011 for executing dedicated GPRS routing skill. She did a good number of cross functional projects successfully in Robi & EBL.

She received her MSS & BSS Degree from Dhaka University in Sociology. And holds a post graduation diploma in HRM from BIMS. She has conducted training programs for the new recruits & existing staffs of Contact center in Robi, EBL and Shohoz.

Ms. Israt has attended different training programs on Customer service operation, Quality management & Leadership development conducted by local & international experts. She is passionate in developing future leaders in customer service industry.

Interactive Lecture, Video clips, Role Play, Practical exercise, Question and Answer Session.

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