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Service Management Programme

By: Lagos Business School   

Lagos State, Nigeria

20 - 24 Oct, 2014  5 days

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The programme emphasises the need for integration between organizational behavior and functions of marketing and operations are integrated to deliver excellent customer service and increase the levels of value that customers expect.

To meet the objectives of satisfying customers’ needs and even exceeding them profitably, organisations must first discover and understand what customers expect and must then design, organize and operate their businesses so as to meet these expectations.


  • Service operations strategy
  • Developing a service vision
  • Service profit chain
  • Understanding customer needs
  • Service design and new product development
  • Creating customer value
  • Capacity planning and demand management
  • Managing service operations
  • Service recovery strategy
  • Leading and motivating people
  • Organisational values and culture
  • Measuring customer satisfaction
  • Establishing and measuring service quality standards

Targeted Audience:

Company owners, senior executives and managers in service and manufacturing companies who wish to strengthen their competitive position by increasing their attention to service.

Lagos Business School, Pan-Atlantic University, Km 22, Lekki-Epe Expressway, Ajah, Lagos, Nigeria Oct 20 - 24 Oct, 2014
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+234-8025014623; 08025014624; 08058097448