Upcoming Training

Contents

Module-1: Professionalism in the Workplace

• 4 types of people in workplace: Succeder, Striver, Maintainer, Struggler
• Internal Customer: Who, Why, How
• DARE model to be an exceptional employee
• Personal & Professional Goals

Module 2 : Creating the Customer Centric Organization

• Standing for Real Values — Even in the Virtual World
• Mirror, Mirror on the Wall: Taking an Honest Look at Your Service
• The In-Focused Company
• The Customer-Focused Company
• Three Basic Elements of Service Excellence
• Developing a Customer-Friendly Attitude
• Reconsidering Who Your Customers Are

Module 3: What do customers want?

• What customers want?
• Logic Vs Emotion
• Customers want CASH
• What customers want?
• Winning customers hearts
• CASH model to define Customer Want
• LARP model for determine Customer Need
• The Five A’s for the Customer Checklist
• 10 Things that Customer Need
• 10 Types of Customer Behavior
• Think Like a Customer

Module 4 : Customer service Strategies & Techniques

• Six Key Strategies for Customer Service
• Implementing Your Strategy: 4 phase process
• Developing Service Standards in Four Simple Steps
• Seven Diffusing techniques

• Disengaging
• Face saving out 
• Empowering customers
• Acing the Invisible Score Card

Module 5: Competencies for Customer Service Excellence

• Required Attitude, Skills and Knowledge

• Characteristics of high performing service providers
• Rapport = Results
• Strategies for building rapport
• Turning Service Excellence into Sales Success: Five Timeless Techniques
• SERVQUAL: 5 Dimensions assurance, empathy, reliability, responsiveness, and tangibles
• DINESERV: Another Model for creating Excellent Customer Service
• Behavioral Influence Stairway Model
• 5 Methods to build Customer Service Relationship
• 10 Tips for better Customer Relation

Module 6: Communication that Matters for Customer Service Excellence

• Seeing Customers Eye to Eye
• Minding Your Facial Expressions
• Getting a Handle on Hand Gestures
• Neatness Counts
• Improving Your Inflection
• Telephone Etiquette
• Weighing E-Mail Pros and Cons
• E-Mail Etiquette Solutions
• Writing E-Mails that Produce Results
• E-Mail Ethics

Module 7: Getting in Step with Your Customer

• Understanding Your Working Style
• The analytical working style
• The driver working style
• The amiable working style
• The expressive working style
• Assessing a customer’s style
• Style-Stepping Opportunities
• Creating a Customer Profile

Module 8: Creating "Satisfaction & Loyalty": the Ultimate goal of Customer Service

• Defining a lifetime customer

• Drivers of customer loyalty
• Keeping Customers loyal and plus one's
• Why customers leave and cost of losing a customer
• Importance of customer feedback
• Methods of collecting customer feedback 
• Rate my NPS activity

• RESPECT Model for behaviors
• RESOLVE Model for problem solving strategy
• 10 Commandments in Customer Service

• Managing loyalty and profitability
• The 80/20 customer pyramid
• CARE model for Customer care

Module 9: KPI for Customer Service Executives

• Net Promoter Score [NPS]
• Customer Satisfaction Index [CSI]
• Customer’s Value Index [CVI]
• Customer Life Time Value
• Customer Profitability
• Cost per Lead

Module 10: Value of a complaint

• A Complaint is a gift 

• Ground rules for receiving a complaint
• Avoiding customers hot buttons and forbidden language

Module 11: Road Blocks: What to Do When You Have to Say No

• Circumstances that Make It Impossible to Say Yes
• Saying Yes versus Making Customers Happy
• The Customer’s Six Basic Needs — Are You Meeting Them?
• Six Steps to Beat the Heat of a Difficult Customer
• Understanding and Overcoming Stress

Module 12: The Part of TEN

• Ten Major Don’ts of Customer Service
• Ten Tips for Constructive Conflict with Co-Workers
• Ten Ways to Get Better Service as a Customer

Introduction:

Overview:

A customer focus puts your customers on the top of your list of priorities. When you put your customers into the heart of your business you make customers part of your service culture. This is one of the core concepts that will be introduced to participants as well as elevating them to become more flexible and inspirational communicators in engaging customers and deliver world class customer care portraying energy, commitment and ending customer interactions leaving customers with a positive lasting impression.

Enabling objectives: By the end of this training course participants will be able to:

• Understand how their role is instrumental in delivering a high performance customer focused environment.
• Realign their thinking about customer complaints and understand the opportunity that exists to develop increased lifetime value from even the most challenging customer situations.
• Clearly understand the attitude, skills and knowledge required to be a professional customer care representative
• Understand the importance of measuring and benchmarking service and the value of a lost customer
• Create stronger connections with customer and enhance their personal communication through understanding the basics of customer psychology, rapport building and adapting their communication styles for positive customer interactions.
• Design RIGHT KPI for Customer Service Executives

Target Participants:

Customer service staff and professionals at all levels

 

Resource Person: Rupak M Nasrullah Zaidi, KPI, OD & HR Practitioner, Business & Management Consultant

Mr. Zaidi is Training, Organization Development and HR specialist having more than 18 years’ experience in different industry. He is a Business Process Reengineering Consultant. He is a senior Fellow of Management & Strategy Institute – USA. He has exposure as KPI consultant at home and abroad. He is Member of KPI Institute Australia. He has completed Masters in HRM under the University of Dhaka. He received World Training & Development Leadership Award in 2016. He is a certified Lean Office Professional. He is a Professional International Member of Association for Talent Development [ATD, largest association for training & development worldwide], a member of Certified Professional Trainer Network [CPTN] - Canada & certified Trainer from City & Gild– UK. He is also member of American Management Association (AMA) and Society for Human Resource Management (SHRM) USA. He is also a Management Consultant accredited by Institute of Management Consultant Bangladesh. Mr. Zaidi attended as speakers in International Conferences in Singapore, Malaysia, India, Bangladesh and Nepal. He is also guest faculty for Public & Private Universities in Bangladesh.

Mr. Zaidi has rendered Consultancy Service for Business Process Reengineering, Setting KPI, designing effective Performance Management System, Running Assessment Centre, Organization Restructuring, HR Audit, Process Development, and Competency Mapping for Human Resources, Organization Development, for more than 30 organizations at home and abroad. He is an expert Performance Coach for different functions. He has conducted training in different countries including Singapore, Malaysia, India, Nepal, Bangladesh.

He has conducted training in different organization on different soft and hard skill. He is an expert trainer in HR, Operational Excellence, Office Kaizen, Office ‘5 S’, Lean Office, Salesmanship, Organization Development, Organizational Leadership, Team Building, Change management, Negotiation, Customer Service and other soft skills. He has also exposures in Management Consulting. He did consultancy for more than 15 organizations regarding their HR & Compliance Audit. He also did management consultancy for organization restructuring and development, HR Auditing, HR Setup. He also runs Assessment Center for different organization. He is an HR Auditor and also a good motivational speaker.  He worked on Training with renowned multinational, national, group of companies on different topics.

He has contributed in the HR Development in the country through his research based studies, knowledge sharing sessions, analytical paper preparation, information based module and material preparation and sharing. He is now servicing in Power Grid Company of Bangladesh Ltd. as DGM-HR.  He is the Secretary General of Professional Society for Bangladesh [PSB]. He is the fellow member of Bangladesh Society for Human Resources management [BSHRM], member of Worldwide Trainers Forum. 

Course Descriptions:

Introduction:

Business is challenging, especially during difficult economic times. It is also extremely competitive and our customers are becoming increasingly discerning. As a result business leaders and senior executives are all looking to improve performance, minimize errors and seek out new and novel ways to gain the edge over their competition. KPIs – when properly understood and used effectively provide a powerful tool in achieving just that.

KPIs are a ubiquitous in modern business. They are everywhere – common almost. And yet businesses that are using KPIs correctly and effectively are not common. Knowing about KPIs and understanding their relevance is ofcourse important and we’ll explore these essential topics in this workshop. But, when push comes to shove KPIs are only really useful if you identify the right ones to measure for your business and only measure those ones. They will only deliver mission critical data if you then use the KPIs and analyze what they tell you on a regular basis to inform and illuminate your decision making.

This workshop is therefore specifically designed to ensure that you design, implement and use KPIs correctly for the maximum impact with the minimum fuss. When used properly KPIs can become the compass that can guide you through even the choppiest of corporate waters leading your business to even greater success and prosperity.

Objective/ Benefit: After completion of this course participants will be able to:

1. Understand the concept and practices of KPI
2. Design and Measure KPI
3. Align KPI in every level
4. Implement KPI Project like KPI Professional
5. Drive Business Performance through KPI based PMS

Resource Person:

Rupak M Nasrullah Zaidi, BBHR, Certified Business Consultant, Certified KPI Professional, OD & HR Practitioner & Accredited Management Consultant

Mr. Zaidi is Training, Organization Development and HR specialist having more than 18 years’ experience in different industry. He is a Business Process Reengineering Consultant. He is a senior Fellow of Management & Strategy Institute – USA. He has exposure as KPI consultant at home and abroad. He is a Certified KPI Professional from KPI Institute, Australia & also Member of KPI Institute Australia. He has completed Masters in HRM under the University of Dhaka. He has also completed Advance Diploma in NLP from the American NLP Board. He received World Training & Development Leadership Award in 2016. He is a Lean Six Sigma Black Belt in HR [BBHR], certified Lean Office Professional, Certified Kaizen Facilitator. He is a Professional International Member of Association for Talent Development [ATD, largest association for training & development worldwide], a member of Certified Professional Trainer Network [CPTN] - Canada & certified Trainer from City & Gild– UK. He is also member of American Management Association (AMA) and Society for Human Resource Management (SHRM) USA. He is also a Management Consultant accredited by Institute of Management Consultant Bangladesh. Mr. Zaidi attended as speakers in International Conferences in Singapore, Malaysia, India, Bangladesh and Nepal. He is also guest faculty for Public & Private Universities in Bangladesh.

Mr. Zaidi has rendered Consultancy Service for Business Management, Business Process Reengineering, Setting KPI, designing effective Performance Management System, Running Assessment Centre, Organization Restructuring, HR Audit, Process Development, and Competency Mapping for Human Resources, Organization Development, for more than 30 organizations at home and abroad. He is an expert Performance Coach for different functions. He has conducted training in different countries including Singapore, Malaysia, India, Nepal, and Bangladesh.

He has conducted training in different organization on different soft and hard skill. He is an expert trainer in HR, Operational Excellence, Office Kaizen, Office ‘5 S’, Lean Office, Salesmanship, Organization Development, Organizational Leadership, Team Building, Change management, Negotiation, Customer Service and other soft skills. He has also exposures in Management Consulting. He did consultancy for more than 15 organizations regarding their HR & Compliance Audit. He also did management consultancy for organization restructuring and development, HR Auditing, HR Setup. He also runs Assessment Center for different organization. He is an HR Auditor and also a good motivational speaker.  He worked on Training with renowned multinational, national, group of companies on different topics.

He has contributed in the HR Development in the country through his research based studies, knowledge sharing sessions, analytical paper preparation, information based module and material preparation and sharing. He is now servicing in Power Grid Company of Bangladesh Ltd. as DGM-HR.  He is the Secretary General of Professional Society for Bangladesh [PSB]. He is the fellow member of Bangladesh Society for Human Resources management [BSHRM], member of Worldwide Trainers Forum.

Session-1: Insight Thought of Corporate Leadership

Discussion Points

• Leader Vs Corporate Leader
• General Competencies for Corporate Leadership
• Self Assessment: Leadership Capacity

• Building Capacity for being successful leader: Approach and way forward

Session-2: Approaches of Corporate Leadership & its Competencies

Discussion Points

• Lead the People
• Lead the Process
• Lead the Performance
• Lead the TEAM
• Lead the Decision
• Lead the situation
• Lead the Leader

• Competencies required for every Approaches of Corporate Leadership

Session-3: See the Leader, Be the Leader

• Realizing Leadership through Objective Structured Practical Exercise [OSPE]

Discussion Points

• Realize Leadership through scenario
• Situation based Leadership Competencies and Challenges
• Relationship of Organizational Values with Leadership Competencies

Session-4: Choice the Shoe

• Individual Exercise to define the Role Profile of Manager and Leader

Discussion Points

• Role of Leader Vs Manager
• Choice the Shoe for the Profile
• Understand the Challenges of ACT as Manager or Leader

Session-5: Employing the power of engaging leadership

• Reinforce learning and relate the appreciation word for every member

Discussion Points

• Engaging People: The Key to Unlocking Commitment
• Building the Foundations for Engaging People
• Knowing the Secrets of Engaging Leaders

• Recognizing Your Existing Skills
• Developing the Courage to Speak Your Mind
• Sensing for Success
• Being Brilliant at Building Commitment

Session-6: Leading People to Peak Performance

Group Exercise regarding lead the performance

Discussion Points

• Being a Great Role Model
• Acting Before Avalanches
• Leading Under-performers Towards Your Peak
• Coaching the Good Towards Greatness

Introduction: 

Effective leadership is an important skill in the professional arena. A skilled leader is a strong communicator, motivator and problem solver. Building teams, motivating employees, assessing client needs and managing conflicts are some of the critical tasks of a leader. Here are some strategies for being a successful leader in the workplace.

Our common and traditional approach to leadership hasn’t significantly evolved since the dawn of the industrial age.  When it comes to managing people in a work environment, we’ve always treated workers like any other input: squeeze as much as much out of them as possible and pay them as little as possible.

This idea was introduced nearly a century ago when the expansion of the US economy largely was based on industrial machinery.  Workers were required to perform relatively unchallenging tasks and were easily replaceable.  Companies motivated workers primarily with money, paying by the piece to reward those who produced the most widgets.

Extensive research confirms that people want to grow and develop in the roles.  They want to feel valued and appreciated by their leaders, and to know their work has significance.  And, just as Abraham Maslow predicted 70 years ago, they seek to feel fulfilled and even maximized by the work they do.

Workplace leadership is failing today largely because it has yet to acknowledge the importance of “emotional currency™” – a form of reward that makes people feel important, supported, valued, developed and appreciated.  In fact, science now has proved that it’s our feelings and emotions that determine our level of engagement in life, what motivates us, and what we care most about. 

Objective:

• To Conduct Self assessment
• To realize the Role Profile of Leader and Manager
• To understand and conceptualize traits of Leadership
• To have dummy practice of Leadership building
• To understand different challenges of Leadership
• To practice for relating different values of the organization with leadership competencies
• Reinforce the Leadership Cycle

Resource Profile:

Mr. Zaidi is Training, Organization Development and HR specialist having more than 17 years’ experience in different industry. He is a Business Process Reengineering Consultant. He has exposure as KPI consultant at home and abroad. He has completed Masters in HRM under the University of Dhaka. He received World Training & Development Leadership Award in 2016. He is Member of KPI Institute Australia. He is a certified Lean Office Professional. He is a Professional International Member of Association for Talent Development [ATD, largest association for training & development worldwide], a member of Certified Professional Trainer Network [CPTN] - Canada & certified Trainer from City & Gild– UK. He is also member of American Management Association (AMA) and Society for Human Resource Management (SHRM) USA. He is also a Management Consultant accredited by Institute of Management Consultant Bangladesh. Mr. Zaidi attended as speakers in International Conferences in Singapore, India and Nepal. He also presented papers in different National and International Conferences. He is also guest faculty for leading Private Universities in Bangladesh.

Mr. Zaidi has rendered Consultancy Service for Business Process Reengineering, Setting KPI, designing effective Performance Management System, Running Assessment Centre, Organization Restructuring, HR Audit, Process Development, Competency Mapping for Human Resources, Organization Development, for more than 30 organizations at home and abroad. He is an expert Performance Coach for different functions. He has conducted training in different countries including Singapore, Malaysia, India, Nepal, Bangladesh.

He has conducted training in different organization on different soft and hard skill. He is an expert trainer in HR, Operational Excellence, Office Kaizen, Office ‘5 S’, Lean Office, Salesmanship, Organization Development, Organizational Leadership, Team Building, Change management, Negotiation, Customer Service and other soft skills. He has also exposures in Management Consulting. He did consultancy for more than 15 organizations regarding their HR & Compliance Audit. He also did management consultancy for organization restructuring and development, HR Auditing, HR Setup. He also runs Assessment Center for different organization. He is an HR Auditor and also a good motivational speaker.  He worked on Training with renowned multinational, national, group of companies on different topics.

He has contributed in the HR Development in the country through his research based studies, knowledge sharing sessions, analytical paper preparation, information based module and material preparation and sharing. He is now servicing in Power Grid Company of Bangladesh Ltd. as DGM-HR.  He is the Secretary General of Professional Society for Bangladesh [PSB]. He is the fellow member of Bangladesh Society for Human Resources management [BSHRM], member of Worldwide Trainers Forum.