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Customer Care Essentials

By: Tom Associates Training  

Lagos State, Nigeria

01 - 03 Jul, 2015  3 days

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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. Jul 01 - 03 Jul, 2015
NGN110,000.00
(Convert Currency)

08033019120

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