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Competencies in Service Strategy

By: Tom Associates  

Lagos State, Nigeria

27 - 30 Apr, 2015  4 days

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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


  • 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


  • 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


  • 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


  • 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
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