Training Overview-

Business success is often a result of the sum total of the experiences your employees create for your customers and these experiences can produce powerful points of differentiation. Due to lack of competent customer service and customer experience customers tend to switching businesses to get better service. In today’s highly competitive market, no one can afford to lose customers. The service you provide is the only differentiating factor you have which will contribute to greater customer retention and loyalty. But exceptional customer service doesn’t just happen. To have the shift from being product centric to customer centric each employee needs to be enrolled in training on customer service.

Training Objective-
After attending training participants will be able to
• Understand the importance of customer service to grow the business
• Recognize external and internal customers
• Understand basic needs of a customer
• Art of saying NO to customers
• How to manage difficult customer
• Understand and introduce competitive customer service

Methodology-
Power point presentation, QUIZ, Role play, Case studies

Content-
• Define and identify different types of customers
• Importance of customer service to grow the business
• Qualities and traits of a good customer service employee
• Golden rules of customer service
• Examples of good and bad customer service
• Importance of customer service in different organizations
• Questioning and listening techniques
• Telephone techniques and etiquette
• The 10 commandments of great customer service
• Learn from other business such as hospitality and pharma industry

Who should attend?
Entry and mid-level employees from all types of business, Entrepreneurs, Graduates, Post Graduates, and Freshers.

With a well rounded experience in total Marketing, operations, and HRM , from entry to C level positions, developed the art and skills of public speaking. Have got 19 years experience of capacity development in the fields of marketing, HRM and management. Designed module and conducted many public and customized training for many companies. Some of the companies are-
Sanofi Aventis, GlaxoSmithKline Bangladesh Ltd, Amtras, Energy Pack, Nuvista Pharma, Pan Pacific Shonargaon, ACME pharmaceuticals, Unimed-Unihealth pharma, Radiant Pharmaceuticals,Jobsbd.com, Prothom Alo, Prothom-alojobs, IDLC, Runner group, East West university and many more.

She was the key speaker in many learning sessions for the students of Institute of Chartered Accountants of Bangladesh (ICAB),Institute of Cost and Management Accountants of Bangladesh(ICMAB), Bangladesh Institute of Management (BIM).Also delivered motivational speeches and training in many universities. Have the experience of designing and anchoring career enhancing shows in radio ABC.A trustee member of Bangladesh Organization of Learning and Development (BOLD). An associate member of Bangladesh Society for Human Resource Management (BSHRM).
Humaira Sharmeen is a versatile professional offering over twenty years of professional experience in renowned local and multinational companies. She worked for Sanofi Aventis, GlaxoSmithKline Bangladesh Limited, Prothom Alo and Bonik Barta. Her diversified work experience enabled her to handle diversified people and culture as well as training for them.
She has extensive training and workshop experience both local and in abroad. She facilitates training and workshops on soft skills, leadership and human resource management. She is a MBA major in Marketing and Human Resource Management from North South University and Master of Pharmacy from Dhaka University.

Renowned HR Professional
Change Management & OD Specialist
Certified Psychometric Assessor
Recipient of “101 most influential Global HR Leaders Award 2019” by World HRD Congress, Mr. Md. Riyad Hossain has 18 years of well-rounded professional and people leadership Experience with his successful track records of professional development of Management & Human Resources.

Brief Profile:
 Life Fellow and former Executive Council member of Bangladesh Society for Human Resource Management.
 Experienced in interviewing and hiring 5000+ People ( From Sales Representative to CXO Level)
 An alumnus of School of Business, North South University.
 Certified Presenter & Trainer of JCI (Junior Chamber International).
 Member, Society of Human Resources Management, SHRM, USA
 More than 1000 + Training & Seminar Experiences
 Regular/part time trainer/HR Consultant of bdjobs.com, prothom-alojobs.com, CPD, Leads Tech, Training Bangladesh, Habib Bank, Brac Bank, nrbjobs.com, Crown Cement, South East University, AIUB, Stamford University, UIU, IIUC, UIU, Investment Corporation of Bangladesh, CP Bangladesh, ACCA, Business Expresses, BSHRM, American Club, Unique Group, APL (Bangladesh), Dhaka Chamber, Saka International, ICMAB and many
 He is an expert as a career consultant & presented many sessions on it in different TV Channels.
 He introduces the first FM Radio based Career Talk show in ABC Radio in 2010 which was first of its kind.
 A champion debater & book reader in his student life and received many awards in Debate, Instant Speech, Essay Writing & Book Reading

 Worked for
Partex Star Group as GM, HR,
APL ( Bangladesh) as Sr. Analyst
Prothom-alojobs.com as Chief Operating Officer,
DBL Group Head of Organizational Development and
Palmal Group, Executive Director, HR & OD

 Traveled USA, UK, India, Srilanka, Singapore , Qatar, Ethiopia, Malaysia & Thailand for participating in Training & Conference
 He was the Conference Secretary and Chair of Press, Media & Publication Sub Committee of the BSHRM MetLife International HR Conference which was the largest HR Event in the history of Bangladesh on 2016.
 Chair of Press, Media & Publication Sub Committee of the BSHRM MetLife International HR Conference 2017
 Chair of Press, Media & Publication Sub Committee of the BSHRM International HR Conference 2018
 Experienced in Field level to C Level Recruitment, PMS, Job Evaluation using Hey Method, Salary Survey, Salary Structuring , Labor Law , OD & Transformation and many other fields of HR

• Regular Course Fee: BDT. 2,500 + VAT Per Person.
• Special Discount may be given for corporate clients, BSHRM members & students.
• Fees include snacks, tea, Lunch, logistics and training materials.

(Certificate will be awarded to the participants.)

*Seats are limited (considered on 1st come 1st served basis). So,
please confirm your registration within 10-07-2019 or earlier.

REGISTRATION DETAILS:
• For Registration and additional information,
• Please call us at: 01709979849 and 01709979850
• E-mail at [email protected], [email protected]
• Please visit our Website: www.ptdca.com.bd
• Facebook: www.facebook.com/ptdca.training/
• Twitter: https://goo.gl/wQez6C
• linkedin: https://goo.gl/6he7qH
• Google+: https://goo.gl/5Che2d
• Youtube: https://goo.gl/dBmoVv

• Fee: BDT. 3,500+VAT Per Person.
• Fees include snacks, tea, Lunch, logistics and training materials.

*Seats are limited (considered on 1st come 1st served basis). So,
please confirm your registration within 24th April 2019 or earlier.

• Please call us at: 01709979849 and 01709979850
E-mail at [email protected] and [email protected]

(Certificate will be awarded to the participants.)

CEO & Lead Consultant Prevent Safety Solutions &
Security Advisor, MBEC,
Padma Multipurpose Bridge Project

Mr. Rashedul Islam is an nationally acclaimed master trainer, speaker and professional consultant in the fields of fire safety, occupational safety & security management. Mr. Rashed is appointed as the security advisor for the very prestigious project of Bangladesh Govt. title Padma Multipurpose Bridge Project on behalf of China Railway Major Bridge Co. Limited. He is a visiting risk management trainer to country leading management consultancy firm bdjobs, prothom-alo jobs, IPDP. Moreover, he is a regular analytical orator in TV shows on national security and safety issues. He also contributes his analytical speeches to different electronic Medias. Rashed has a very rich academic background on specialized security and fire science. He has obtained his masters degree in disaster and human security management from Bangladesh University of Professionals. He received many training’s including commissioned officer’s training with 33rd BMA long course under Bangladesh Military Academy, Fire Service and Civil Defense officer’s training under Fire Service and Civil Defense training academy Dhaka.

Rashed is certified on Health, Safety and Environment Certificate Course from U&I, IBA, Dhaka University and achieved his diploma degree in Security Management, in High Rise Building Security, in Executive Protection from Rangers Academy of Security and Defense affiliated with leading US and European Security companies and with academic worldwide like “International Bodyguard Association”-UK, International Law Enforcement training agency-UK.

*Seats are limited (considered on 1st come 1st served basis). So,
please confirm your registration within 30th March 2019 or earlier.

• Please call us at: 01709979849
• E-mail at [email protected], [email protected]

(Certificate will be awarded to the participants.)

Tiash Mahjabin is a Trainer of Business communication & Eng. Language, having more than 7 years’ experience in English Language Teaching and Training. She has her expertise in CLT [Communicative Language Teaching] method of Teaching and Learning & different EFL (English as a Foreign Language) training methodology.

She designed and conducted different English Language Courses & workshops concentration on ESP [English for Specific Purpose] based outline what leads to fulfill the customized demand of different group of professionals . She facilitated many sessions as Public Program as well as customized corporate programs for different corporate. She takes session at BUTex.

She has experience and expertise in designing and facilitating workshops, trainings and short courses on ‘English at Work Place’, ‘Business English for Professionals’ , ‘Corporate English’ ,‘English in Day to Day Use’, ‘English Grammar for Corporates’, ‘Business English Writing’, ‘English in Regular Conversation in Corporate’,‘Pronunciation in British Accent’, ‘Pronunciation in American Accent’, ‘Easy way of learning Phonetics’ & ‘Common Mistakes in Business English’ etc. She facilitates both public & corporate programs personally & under the banner of WARD, bdjobs, BJTI .
Academically she holds an M.A. in Applied Linguistics & English Language Teaching
(ELT). Prior to this she has an M.A & B.A. in English Language and Literature. She has
also completed Post Graduate Diploma in HRM (PGDHRM) and Graduate Diploma in
HRM (GDHRM). She is pursuing her MBA in HRM. She is pursuing TEASOL in Business English.

She has some research based works on “Theories of Adult Learning, Inductive method of grammar enhances learning, “Learning Strategies In SLA (English as a second language)” “ Impact of CLT method in EFL classes”. She served as an English Language Teacher for Maple Leaf International School for 4 years. She is competent in Pronunciation both in British and American accent;