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.