Nigerian Seminars and Trainings

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

business logo

Competencies in Service Strategy

By: Tom Associates Training  

Lagos State, Nigeria

27 - 30 Apr, 2015  4 days

Follow Event

  

A customer service thought process that enables everyone participating in it to contribute to development of strategies regarding:

  • Understanding Customer Equity
  • Customer value proposition
  • Customer bonding
  • Customer mind-share
  • What is changing in the business?
  • Where opportunities and options exist for the competence enhancement
  • Agreement on service targets and specific actions

Course Contents

DAY ONE

  • The Customer Perspective in the Balanced Scorecard
  • The preliminary questions:
  • Who are the customers?
  • Who’s bothered about service penalties?
  • Personal Attitudes and Customer Service Experience
  • Understanding the Eight Customer Types
  • Giving Random Experience
  • Giving Predictable Experience

DAY TWO

  • Agreement on critical behaviours and customer service issues
  • Clarification of how sure employees are of what is expected of them
  • Clarification of the benefits accruing to all when the service behaviours is right
  • Clarification of the consequences to all of discrepancies in service behaviour
  • Verification of what obstacles there can be to quality service performance
  • Finding out if by structure undesired service behaviours turn out to be rewarding directly or inadvertently
  • Checking for skill deficiencies in service delivery
  • Checking to see if particular service processes need to or can be redesigned
  • Checking on possible conflicting demands
  • Looking out to see that some company policies don’t turn out actually to be restrictive in service delivery

DAY THREE

  • Long term relationship management
  • Communication skills for customer service:
  • Positive listening habits
  • Eye-contact
  • Body-positioning
  • Life-in-your-voice
  • Telephone manners
  • Equal-treatment
  • Thanking
  • Customer name recall
  • Customer-Feedback

DAY FOUR

  • Service recovery skills
  • How service complaints arise
  • Auditing service quality
  • “Incident review” as a learning experience
  • Customer follow-up
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 27 - 30 Apr, 2015
NGN130,000.00
(Convert Currency)

08033019120

Related Courses
Managerial Skills Appreciation: First Level Managers Programme Managerial Skills Appreciation: First Level Managers Programme

3 days, 14 - 16 Mar, 2018 

2018-03-14 12:03:00
State, Nigeria

Tom Associates Training

This course is to introduce first level managers to office and business management by making them Understand their roles within the changes that do affect business Get clear the management styles ...

Management Development for Personal Assistants and Senior Secretaries Management Development for Personal Assistants and Senior Secretaries

5 days, 19 - 23 Feb, 2018 

2018-02-19 12:02:00
Lagos State, Nigeria

Tom Associates Training

This course will take the PAs and Senior Secretaries through some thought process that focuses on the style and work culture which characterizes the managers they work with. The jobs of Personal ...

Office Management Training for Officers and Managers Office Management Training for Officers and Managers

5 days, 14 - 18 May, 2018 

2018-05-14 12:05:00
Lagos State, Nigeria

Tom Associates Training

By the time the training ends, Officers and Managers who participate in it will: Have learned how to work well in ways that maintain and improve efficiency and productivity Be able to successfully ...

Cost Reduction and Management Guides Cost Reduction and Management Guides

3 days, 21 - 23 Feb, 2018 

2018-02-21 12:02:00
Lagos State, Nigeria

Tom Associates Training

This course is most relevant now because Nigeria at present is a truly tough economy, an environment where cost efficiency must simply be a matter of common sense. The whole organization and all ...