Community Bank Bangladesh PLC., through its Training Academy, organized a day-long training programme titled “Customer Service Excellence: Winning Hearts, Building Trust” on Sunday, 6 September 2026, as part of its ongoing efforts to strengthen customer-centricity and service excellence across the Bank.

The training programme was inaugurated by Mr. Mohammed Emtiaz Uddin, Managing Director of Community Bank Bangladesh PLC., in the presence of the Shamsul Haque Sufyani, Chief Operating Officer; S.G.A. Alif-Ul-Huq Akash, Chief Human Resources Officer; senior officials and participants.

In his inaugural remarks, the Managing Director emphasized that excellent customer service is fundamental to building customer trust, strengthening relationships and achieving sustainable growth. He highlighted the “3H Model – Head, Heart and Hands”, where ‘Head’ represents knowledge and sound judgment, ‘Heart’ represents care and empathy, and ‘Hands’ represent effective execution and service delivery.

He encouraged employees to understand customer needs, take ownership of service delivery and maintain professionalism in every customer interaction.

The training covered various aspects of customer service, including customer needs and expectations, customer experience, customer satisfaction, touchpoints and moments of truth, relationship building, professional behaviour and etiquette, service delivery excellence, complaint management and service recovery.

Practical exercises and role plays were also conducted on customer greeting, handling high customer volume and waiting-time pressure, managing multiple customer requests, dealing with difficult and angry customers, resolving misunderstandings, telephone etiquette and professionally closing customer interactions.

The sessions were conducted by experienced internal and external resource persons and coordinated by the Community Bank Training Academy.

The programme marked the first batch of a broader training initiative for employees involved in customer-facing and service-delivery functions. Further batches will be organized sequentially to cover other concerned employees across the Bank.

Through this initiative, Community Bank Bangladesh PLC. aims to foster a strong culture of service excellence and empower its employees to deliver professional, consistent and customer-focused services, ultimately winning hearts and building lasting trust.