Md Asikul islam Azman

Learning Objectives

By the end of this training, participants will be able to: > Understand the fundamentals of customer support and its role in delivering excellent customer experiences. > Develop professional communication skills for handling customers across call, chat, and email channels. > Apply customer support etiquette, empathy, and active listening techniques in real-world interactions. > Handle customer inquiries, complaints, and difficult situations with confidence and professionalism. > Identify customer needs and provide effective, customer-centric solutions. > Understand basic service quality standards, including professionalism, compliance, and customer satisfaction. > Recognize common customer support mistakes and apply best practices to avoid them. > Build the confidence and practical skills required for entry-level customer support roles.

Training Modules

Module 1 Introduction to Customer Support What is Customer Support? Difference between Customer Service & Customer Experience Why Customer Support Matters Role of a Customer Support Executive Career Opportunities Duration 30 Minutes Module 2 Customer Communication Skills Professional Greetings Active Listening Positive Language Tone of Voice Written Communication Empathy Building Customer Trust Duration 45 Minutes Module 3 Customer Support Etiquette Do's and Don'ts Professional Behaviour Managing Difficult Customers Handling Angry Customers Escalation Best Practices Maintaining Professionalism Duration 45 Minutes Module 4 Problem Solving & Complaint Handling Understanding Customer Problems Asking the Right Questions Root Cause Identification Resolution Techniques Follow-up Best Practices Duration 45 Minutes Module 5 Quality & Performance Basics What is QA? Common Agent Mistakes SLA Basics First Response Time Resolution Time Customer Satisfaction (CSAT) Duration 30 Minutes Module 6 Practical Session Role Play Scenario Based Practice Live Chat Simulation Call Simulation Feedback Session Duration 45 Minutes