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
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 ...

Building and Sustaining a Successful Enterprise Building and Sustaining a Successful Enterprise

4 days, 24 - 27 Oct, 2017 

2017-10-24 12:10:00
Lagos State, Nigeria

Tom Associates Training

This Building and Sustaining a Successful Enterprise training  course will discuss: Set right strategy Beat powerful competitors Get funding for new growth initiatives Be relentlessly ...

Work Process Improvement Techniques Work Process Improvement Techniques
On going

5 days, 16 - 20 Oct, 2017 

2017-10-16 12:10:00
Rivers State, Nigeria

Tom Associates Training

Understanding work processes so that they can be improved by means of a systematic approach requires the knowledge of a simple kit of tools or techniques. The effective use of these tools and ...

Intermediate Excel for Financial and Business Analysis Intermediate Excel for Financial and Business Analysis

3 days, 13 - 15 Dec, 2017 

2017-12-13 12:12:00
Lagos State, Nigeria

Tom Associates Training

This intermediate course is to make participants understand some critical functions and their usages in MS Excel. It starts with Data Manipulations, and goes on to Formatting and Displaying ...