Live Virtual Customer Service Trainer for L1 Support Team (India)

We are looking for an experienced, live, instructor-led virtual trainer to conduct a practical customer service training program for our L1 Support team.

Format: Live online sessions (not pre-recorded/self-paced). Total training time of approximately 8 hours, either as two 4-hour sessions or spread across up to five sessions of 1.5–2 hours each — flexible based on the trainer's recommendation.

Audience: L1 Support / customer support executives.

Key topics to cover:

Empathy & customer-centric approach
Effective communication skills (clear, confident, professional)
Active listening and avoiding assumptions
Handling difficult, frustrated or angry customers
De-escalation techniques
Problem-solving and taking ownership
Call handling and professional etiquette (opening/closing calls, tone)
Managing customer expectations and providing timeline updates
Questioning and probing skills for troubleshooting
Recognising and communicating escalations
Positive language and constructive communication
Email/chat etiquette (if covered)

Approach: We strongly prefer an interactive, practice-heavy format — role plays, real-life scenarios, case studies, activities, and trainer feedback — rather than a slide-only lecture style.

What to include in your proposal:

Your trainer profile and experience training customer support / L1 / BPO teams specifically
A sample agenda/module breakdown
Training materials and any certificate provided
Your availability (dates/time slots, IST)
Your quote for the full engagement (please mention if GST/taxes are extra)
Whether you can offer a short demo/introductory session before we finalize

Budget-conscious project — please quote a realistic, all-inclusive rate. Looking to finalize quickly.