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Competencies in Service Strategy

By: Tom Associates  

Lagos State, Nigeria

26 - 29 Apr, 2016  4 days

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NGN 130,000

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
  • Personal Attitudes and Customer Service Experience
  • Understanding the Eight Customer Types

Day Two

  • Clarification of how sure employees are of what is expected of them
  • Verification of what obstacles there can be to quality service performance
  • Checking to see if particular service processes need to or can be redesigned
  • Checking on possible conflicting demands

Day Three

  • Long term relationship management
  • Communication skills for customer service

Day Four

  • Service recovery skills
  • Auditing service quality
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 26 - 29 Apr, 2016
NGN 130,000.00 + 6,500.00 (VAT)
(Convert Currency)

08033019120

Discount of 5% to 3-4 participants from same organization. Discount of 10% to 5 or more participants from same organization.
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