Customer Service Soft Skills Training — For BPO & Support Teams

Latika brings 12+ years of hands-on experience in customer service and IT service delivery, including roles at Accenture, Convergys, and Wipro supporting global clients such as HP. Unlike many soft-skills trainers, she has worked both as a frontline voice/chat support agent and as a team lead managing L1/L2 support teams — giving her a practical, ground-level perspective that resonates with learners currently in similar roles.

Her course is best positioned for: entry-level customer service/BPO agents seeking to build foundational communication skills, and existing agents preparing for team lead or supervisory transitions. It is less suited to unrelated domains (e.g., sales training or general public speaking) — counsellors should steer inquiries accordingly.

Key selling points to emphasize with prospective students: real workplace scenarios and role-play (not theoretical slides), coverage of both voice and written (email/chat) communication, and de-escalation training grounded in actual escalation-handling experience.

Delivery flexibility: available for 1:1 coaching or corporate batch training (8–15 participants ideal), in-person in Hyderabad or online. Course can be compressed into a 2-day intensive or spread across 6 weekly sessions depending on client/student scheduling needs.

For corporate B2B leads (BPOs, call centers), highlight her enterprise ITSM background as added credibility, since it signals exposure to structured, process-driven service environments — not just soft skills in isolation.