Excel in your Customer Service

Bengali + English + Hindi
Batch Size
5 hours
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Course Contents

1. Achieve better customer service and retention by customer facing team in banking, insurance & other service sectors 

2. Team operates with more confidence while handling customers

3. Team learns to create & embrace a "Happy to Serve" culture leading to customer delight

Pre-Training Assessment: Learners to Write Action Points - "What could be some action points for you that could collectively lead to great customer service?"

  1. First hour:
    • Who is a customer?
    • Difference between External & Internal Customer
    • Difference between good & excellent service
    • Why target for Service Excellence?
    • Satisfied versus Dissatisfied Customer 
    • What happens when a customer is satisfied?
    • What happens when a customer is dissatisfied?
  2. Second hour:
    • Today's customer psyche; the global citizens
    • A society of more 
    • What is customer service essentially?
    • What to manage; People, Process, Product?
    • What is Moment of Truth for the customer?
    • Excellent, Average, & Pathetic Moments of Truth
  3. Third hour:
    • GD: The + & - of customer service
    • First impression: punctual, correct, positive, organized, well groomed, engaged, personalized
  4. Fourth hour:
    • Listening Skill
    • Body Language
    • Paraphrasing
    • Summarizing
    • Questioning
    • Empathizing
  5. Fifth hour: 
    • Discussion
    • Q&A

Post-Training Assessment: Learners to Write Action Points - "What could be some action points for you that could collectively lead to great customer service?"

Learners should be having at least a year of experience in extensive customer facing.

Instructor Profile


Driving Professional Development & Learning Content verticals to transform underprivileged youth into professionals at par with industry standards. Identifying the training needs and driving simulation, gamification, in-house and vendor driven programs.

This course includes:

  • 100% Online Sessions
  • Instructor led
  • Customizable Syllabus
  • Customizable Schedule
  • Certificate of Completion
  • Training Recordings
  • Training Resources
  • Learner Assessment
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