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Customer Care Essentials

By: Tom Associates  

Lagos State, Nigeria

19 - 21 Oct, 2016  3 days

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NGN 115,500

The training focuses on the organization’s employees attaining:

  • Excellent responsiveness in serving customers
  • Good service ethics
  • Creativity that can lead to new service advancements
  • Effective management of tough customers
  • Strong branding for the organization.

Broad Competencies Addressed

  • Ability to focus on service standards and improve on them
  • Ability to identify non-existing but desired standards in order to improve service processes
  • Ability to proactively manage customer complaints
  • Ability to solve problems
  • Ability to identify creative service approaches that customers may desire
  • Ability to proactively manage customer complaints or problems that may arise
  • Ability to solve inevitable problems and recover service if service problems arise

Course Contents

Day One

  • Customer Care - old order, new order
  • The “Moments of Truth”
  • Internal network of responsibilities to deliver service

Day Two

  • Preparing for Customer Interaction:
  • Steps to checking understanding - customers need to know they are understood
  • Culture
  • Integrated solutions

Day Three

  • Emotional energy
  • Service recovery techniques
  • Continuous improvement
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. Oct 19 - 21 Oct, 2016
NGN 115,500.00(VAT Inclusive)
(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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