Nigerian Seminars and Trainings

Search conferences, training, seminars, courses and workshops in Nigeria and around the world

business logo

Front Office Customer Relations Skills

By: Impact Training and Management Consulting Limited  

Lagos State, Nigeria

11 - 12 Feb, 2016  2 day

Follow Event

  

NGN 87,500

Your front office personnel shape the perception of the public about your organization. This training course aims to provide front office staff with the right attitudes, skills and knowledge to make every customer contact positive and memorable. Delegates will have the opportunity to improve their skills through role play case studies and practical exercise to enable them return confidence to the workplace ready to satisfy their customers

Learning Objectives

Participants will

  • Acquire friendly, welcoming, ready to help attitude
  • Be gate “opener” rather than “gate keeper”
  • Become more aware of front office roles in organization success.
  • Handle enquiries in a customer friendly manner
  • Competently attend to complaints
  • Conduct themselves in a professional manner
  • Making customers fee special and valued
  • Taking responsibility for complete customers satisfaction
  • Managing impressions face to face and on the phone
  • Putting customer first

Learning Contents

  • The power of positive attitude
  • Self- esteem and confidence
  • Types of customers and how to satisfy them
  • Psychology of customer service
  • Understanding human emotions
  • Customer service cycle
  • Customer relations rules
  • Identifying moments of truth
  • The reception process
  • Customer empathy
  • Empathic listening
  • Working under pressure
  • Business etiquette
  • Creating a professional image
  • Going the extra mile
  • A.S.A.P model of resolving customer complaints
  • Creating satisfaction out of dissatisfaction

Who Should Attend

All personnel with first contact with customers - customer relation officers, secretary/receptionists, security officers and cashiers

10, Obokun Street, Off Coker Road, Ilupeju, Lagos, Nigeria Feb 11 - 12 Feb, 2016
NGN 87,500.00
(Convert Currency)

08023060462

NST PPC Advert
Related Courses
Advanced Supervisory Skills Course Advanced Supervisory Skills Course

2 day, 16 - 17 Jul, 2018 

2018-07-16 12:07:00
Lagos State, Nigeria

Impact Training and Management Consulting Limited

This course has been developed to meet the needs of senior supervisors who handle more complex roles and responsibilities at work. Such people are expected to manage and coordinate the jobs of other ...

Leading Teams Course Leading Teams Course

3 days, 21 - 23 May, 2018 

2018-05-21 12:05:00
Lagos State, Nigeria

Impact Training and Management Consulting Limited

Success in team leadership hinges not only on the effectiveness of the individual member and how well they work together, but also on the manager’s ability to   manage in light of ...

Inventory Management and Stock Control Course Inventory Management and Stock Control Course

3 days, 25 - 27 Jun, 2018 

2018-06-25 12:06:00
Lagos State, Nigeria

Impact Training and Management Consulting Limited

The effective management of warehouse operations and inventory control are critical to the supply chain of organizations. The ability to maintain a smooth, constant and efficient flow of products and ...

Stakeholder Management and Communication Course Stakeholder Management and Communication Course

2 day, 11 - 12 Jun, 2018 

2018-06-11 12:06:00
Lagos State, Nigeria

Impact Training and Management Consulting Limited

Success in any job role or project hinges on one’s ability to build strong relationships at all organizational levels and amongst external influencers. On this course, participants will learn ...