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

01 - 04 Sep, 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. Sep 01 - 04 Sep, 2015
NGN130,000.00
(Convert Currency)

08033019120

Related Courses
Managing the Learning and Development Function Managing the Learning and Development Function

5 days, 12 - 16 Mar, 2018 

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

Tom Associates Training

Because the current roles of Learning and Development (L and D) in all organizations will change in the future in line with the trends in best practices, efforts of the employees in all L and D ...

How to Create Positive Customer Experience: Service as an Art and a Science How to Create Positive Customer Experience: Service as an Art and a Science

2 day, 24 - 25 May, 2018 

2018-05-24 12:05:00
Lagos State, Nigeria

Tom Associates Training

This training is to make employees psychologically ready, supported with the skills-set to deliver impeccable customer service. After the programme, employees will be able to attend to more service ...

The Leadership Domain: New Global Trends The Leadership Domain: New Global Trends

4 days, 03 - 06 Jul, 2018 

2018-07-03 12:07:00
Lagos State, Nigeria

Tom Associates Training

Just as we experience the environment, so must the skills needed for leadership have to be changing. More complex and adaptive thinking abilities are needed and leadership skills must be developing ...

Basic Management Process: Early Stage Managers Development Programme Basic Management Process: Early Stage Managers Development Programme

3 days, 18 - 20 Apr, 2018 

2018-04-18 12:04:00
Lagos State, Nigeria

Tom Associates Training

A three-day programme with which to charge young management-hopefuls to man special functions that can move them to higher managerial positions. The course will define management skills and ...