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Excellent Customer Service - A Competitive Advantage

By: Averti Professional Managers  

Lagos State, Nigeria

06 - 08 Jul, 2016  3 days

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NGN 75,000

Unique skills to enable your organization stand you out in a highly competitive environment. In today's competitive markets, customer service determines the winners and losers. Customers today are informed and therefore demand world-class service. They’ll reward companies that provide it by remaining loyal, and they’ll take their business elsewhere if service is mediocre. Energize employees, impress customers, enhance image, improve positive word-of-mouth, and increase repeat business.

COURSE CONTENT:

Who is a customer? Types of Customers, What is Service? Who defines quality service? What is excellent customer service? Managing customer value orientation, Understanding customer loyalty, Process of continuous quality service improvement, Communicating for positive results. Identifying sources of competitive advantage; The Financial Impact of Service; Repeat Business.

Customer Service is an Attitude not a Department

Internal and External Customers

Internal Service is just as important as External Service

Customer Expectations

Focusing and Prioritizing the Top Expectations of Customers

Creating a Service Mission Statement to stay Focused

Attitude

Attitude is a Choice that is Controllable

A Formula for Success

Having Influence in the Organization

Understanding the Two Levels of Customer Service

Documenting Customer Concerns

Personality Styles

Understanding Styles

Averti Training Centre, 2 Adepegba Street, off Obokun Street, Ilupeju, Lagos Jul 06 - 08 Jul, 2016
NGN 75,000.00
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08074623143, 08074623902