Customer Experience (CX) Training Held at Fronture Technologies Ltd.
Fronture Technologies Ltd. recently organized a full-day Customer Experience (CX) Training Session to strengthen service excellence and customer-focused communication across the organization. The session took place on Friday, 17th October 2025, at the Fronture premises and was facilitated by Ms. Israt Jahan, an industry leader with more than 20 years of experience in customer service, telecom, banking, and e-commerce. She has served in key roles at Robi Axiata, Eastern Bank, and Shohoz, leading major CX transformation initiatives and operational improvement programs.
The training focused on developing a customer-first mindset and understanding different customer types and behaviors. Participants learned how to tailor communication styles to meet customer needs, approach sales conversations with clarity and empathy, and build trust through active listening and positive language. The session also introduced the BANT framework for qualifying potential customers and covered the full sales cycle—from prospecting and objection handling to follow-up and closure.
A key emphasis was placed on communication etiquette in phone calls, emails, and messaging to maintain a consistent and professional brand image. Participants also practiced strategies for handling difficult customers, managing pressure, and delivering solutions without compromising service quality.
One of the major takeaways from the workshop was that effective customer experience is shaped 80% by attitude and 20% by technique. By nurturing empathy, attentiveness, and adaptability, teams can create long-term customer loyalty that goes beyond basic satisfaction.
Participants received certificates upon successful completion. The initiative reflects Fronture Technologies’ ongoing commitment to fostering a culture of collaboration, professionalism, and continuous improvement.
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