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Effective Customer Engagement

By: Leading Edge Consulting  

Lagos State, Nigeria

19 - 21 Oct, 2015  3 days

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NGN 130,000

In whatever industry a firm operates - hospitality, health, manufacturing, wholesale and retail distribution, financial services, oil and gas, education, among others - the type of experience customers have in every interface with the firm is becoming a major differentiating factor in the 21st century business environment. This programme would train participants to imbibe the skills required to manage customer expectations in the changing world of customer-oriented businesses. It is designed to add a superior value-based satisfaction to customer experience with the organisation. The service quality in all aspects of the group's operations is bound to improve significantly with this programme.

Ideal Participants:

Staff and Managers involved in Customer Service delivery; sales, marketing teams and other staff who want to develop their skills in delivering excellent customer service, both internal and external.

Workshop Objectives:

  • Understand the concept of service
  • Understanding the ways to engage your customer
  • Developing the skills to drive sales
  • Imbibe customer service culture in the whole organisation
  • Gain a new insight in understanding client's needs and wants
  • Exploring a range of customer care skills
  • Recognise your role and responsibilities in building and enhancing customer loyalty, meeting customer needs and exceeding expectations
  • Set Customer service levels and measure performance that will deliver excellence by meeting and exceeding customer expectations
  • Set up continuous improvement processes to remove areas of frequent customer dissatisfaction.

Course Outline:

  • Understanding the value of customers
  • Learn what to do to manage your own attitude
  • Creating A Value-Based Customer Satisfaction
  • Creating a strong network that works for you
  • Understanding Different Communication Styles
  • Recovering and Dealing With Difficult Customers
  • Exploring a range of customer care skills
  • Dealing with vulgarity, insults, legal and physical threats
  • Tools Of The Trade: Voicemail, E-Mail, Memos, Telephones And More
  • Telephone Etiquette
  • Identifying The Important Elements Of Service Delivery: Timeliness, Appearance, Courtesy, Quality, And Ease Of Doing Business Problem-Solving
  • Applying psychology in CRM 
Collonades Hotel, 21 Alfred Rewane Road (Kingsway Road), Ikoyi. Lagos Oct 19 - 21 Oct, 2015
NGN 130,000.00
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Senior and experienced facilitators.