Explain the course objective

Explain the course objective

Who Takes This Course

This course is designed for professionals looking to improve the customer service experience and develop techniques to build strong customer relationships.

Course Objectives

By the end of this course, the participants will have:

· Adopted a consistent, professional style when speaking with customers

· Developed skills in engaging with customers and handling their enquiries effectively

· Listened effectively, asked questions and summarised to respond fully to a customer request

· Identified ways they can add value to customer relationships and exceed expectations

· Practised how to turn customer service disappointment into a positive experience

· Discover the attitude, skills and knowledge needed to be a successful customer service representative.

Mention the training items

Customer service training course:-

· Trainer's Guide with clear and simple, relevant instructions making sure your session will be easy to manage

· Handouts for the delegates to use during key exercises

· Delegates Workbook as a take away to remind and retain key information

· PowerPoint Presentation to support key messages during the training session.

Explain all course sequence

Module #

Unit of Competency

1 Introduction the BPO Sector

2 Use Mathematical concept in workplace

3 Use English in workplace

4 Apply Occupational safety and Health (OSH) in the workplace

5 Communication in the work place

6 Apply fundamentals of computer Application

7 Use internet application, networking and outsourcing

8 Introduction on Customer service

9 Apply Effective communication

10 Apply non voice Processes

11 Effective customer services

12 Effective contact skills for inbound and outbound process

Describe the importance of BPO sector

BPO services

Two categories BPO is often divided into are back office outsourcing, which includes internal business functions such as billing or purchasing, and front office outsourcing, which includes customer-related services such as marketing or tech support.

Back office outsourcing offers organizations services to help manage tasks like data entry, data management, surveys, payment processing, quality assurance and accounting support. Back office tasks are integral to a company's core business process and help keep business running smoothly.

Front office outsourcing services deal with customer interactions. Examples of front office tasks include phone conversations, email, fax and other forms of communication with customers. Front office outsourcing providers' service lists include:

· Telemarketing

· Customer service/support

· Technical support/help desk

· Appointment scheduling

· Inbound/outbound sales

· Market research

Outsourcing options

BPO that is contracted outside a company's own country is sometimes called offshore outsourcing. BPO that is contracted to a company's neighboring country is sometimes called nearshore outsourcing, and BPO that is contracted with the company's own county is sometimes called onshore outsourcing.

BPO: The future is visual and digital It’s Bangladesh’s turn now

According to UNCTAD (United Nations Conference for Trade and Development), five countries accounted for 95 per cent of the total market for offshoring in 2004 — India, China, Canada, Ireland, and the Philippines.

The ICT/BPO industry in Bangladesh is relatively new in comparison to other business sectors. The Bangladesh government is well aware of what BPO- ICT has done. The Bangladeshi workforce is traditionally renowned for their quick learning abilities. Bangladesh is unlikely ever to do better than India, the Philippines or the fast rising Mauritius across the entire range of outsourcing offerings, which also include all kinds of information-technology services. The Bangladeshi workforce has higher competencies in English compared to countries like China and Vietnam; the good news for Bangladesh is that the future is visual and digital and, consequently, help Bangladesh become a middle-income country by 2021. It’s Bangladesh’s turn now