f

Nigerian Seminars and Trainings

Search conferences, training, seminars, courses and workshops in Nigeria and around the world

business logo

Customer Care Essentials

By: Tom Associates Training  

Lagos State, Nigeria

08 - 10 Apr, 2015  3 days

Follow Event

  

The programme focuses on the organisation’s employees attaining:

  • Excellent responsiveness in serving customers
  • Good service ethics
  • Creativity that can lead to new service advancements
  • Effective management of tough customers
  • Strong branding for the company

Broad Competencies Addressed

  • Ability to focus on service standards and improving on them
  • Ability to identify non-existing but desired standards in order to improve service processes.
  • Ability to proactively manage customer complaints
  • Ability to solve problems
  • Ability to focus on specific service standards and improve on those standards
  • Ability to identify creative service approaches that customers may desire.    
  • Ability to proactively manage customer complaints or problems that may arise
  • Ability to solve inevitable problems and recover service if service problems arise

Contents

DAY ONE

  • What is the business about?
  • Mission
  • Vision
  • Values
  • Goals- one year, two years and five years.
  • Customer Care - old order, new order
  • The “ Moments of Truth - an analysis of the interface between company employees and the customer:
  • Things which matter most
  • Things which matter least.
  • Internal network of responsibilities to deliver service:
  • Right people
  • Right attitude.

DAY TWO

  • Preparing for customer interaction:
  • Common Customer Queries
  • Receiving and greeting Customers
  • Using the right words
  • Body language
  • Steps to checking understanding - customers need to know they are understood:
  • Two way communication in service delivery
  • Listening
  • Checking Understanding
  • Responding
  • Identifying internal customers:
  • The Drivers
  • How each job affects other peoples job
  • What or “who” is a team?
  • Working as a service delivery team.
  • Technical solutions - not always the whole answer to customer’s needs or desires:
  • Culture
  • Integrated solutions

DAY THREE

  • Personal attitude to customer service:
  • Emotional energy
  • Rate of Psychological relationship
  • Everyone as Favourites
  • Power of Understatement
  • Service recovery techniques:
  • Service delivery lapses
  • People centredness
  • Rationality
  • Fairness
  • Responsiveness
  • Continuous improvement:
  • Skills improvement
  • Changing attitudes
  • Red tape issues
  • Waiting in line issues
  • Forms and documents issues
  • Information issues
  • Create a “one-stop” centre.
  • Simple profit model:
  • Satisfied employees
  • Satisfied customers
  • Increasing profit.

 

5/7 Alade Lawal Street, Opposite Divisional Police Station, Off Ikorodu Road, Anthony, Lagos. Registration: 8.30 - 9.00 a.m. Class Session: 9.00 - 4.00 p.m. Apr 08 - 10 Apr, 2015
NGN110,000.00
(Convert Currency)

08033019120

Related Courses
Preventive Maintenance Course Preventive Maintenance Course

5 days, 04 - 08 Dec, 2017 

2017-12-04 12:12:00
Lagos State, Nigeria

Tom Associates Training

Preventive maintenance takes proactive and organized actions to ensure that the plant will continue to function optimally to effect the achievement of planned results as per production schedule and ...

Comprehensive Basic Accounting Training Comprehensive Basic Accounting Training

5 days, 11 - 15 Dec, 2017 

2017-12-11 12:12:00
Lagos State, Nigeria

Tom Associates Training

This programme takes the employees responsible for running the Accounts and Finance functions of the organization through their core duties. They will be taken through the step-by-step process of ...

Fluent English for Public Service Officers Fluent English for Public Service Officers

5 days, 07 - 11 Aug, 2017 

2017-08-07 12:08:00
Lagos State, Nigeria

Tom Associates Training

Effective writing in English, the official language, is a powerful tool in the hands of public service officers. Brilliant officials articulate their thoughts in a clear and concise manner. They ...

Fluent English for Public Service Officers Fluent English for Public Service Officers

5 days, 20 - 24 Nov, 2017 

2017-11-20 12:11:00
Lagos State, Nigeria

Tom Associates Training

Effective writing in English, the official language, is a powerful tool in the hands of public service officers. Brilliant officials articulate their thoughts in a clear and concise manner. They ...