Nigerian Seminars and Trainings

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

business logo

Superior Customer Service

By: Impact Training and Management Consulting Limited  

Lagos State, Nigeria

08 - 10 Jun, 2016  3 days

Follow Event

  

NGN 98,500

In today’s sophisticated market, the quality of product is not on its own sufficient to maintain or expand market share. Improving customer relations is one enduring way of keeping your customers. Customers are individuals, they need to feel that you care. Every form of customer contact, if well managed, provides an opportunity to build a relationship and develop future business.

 This training course will help you develop the skills to enable you become customer focused and deliver excellent service to your customers.

Learning Objectives

Participants will:

  • Understand the impact of good/bad customer service on the business
  • Work as a service team
  • Learn empathic listening skills
  • Display excellent customer service skills
  • Respond appropriately to different customer personality types
  • Execute service recovery efforts
  • Manage difficult customers
  • Take responsibility for complete customer satisfaction

Learning Contents

  • Relationship between customer satisfaction and business success
  • Definition and characteristics of service
  • Desirable behaviours in customer service
  • The six rules of customer contact
  • Moments of truth concept
  • Building customer loyalty and retention
  • How to meet the needs and expectations of different types of customers
  • Keeping service promise
  • Empathetic listening skills
  • What to do when there are problems
  • Handling difficult customers
  • Promoting team spirit (external - internal customer service concept)
  • The total service concept
  • Customer life value (CLV)
  • Finding positive solutions to customer complaints
  • Continuous service improvement process
  • Customer experience mapping
  • Walkers Vs. Talkers – how to manage them
  • H.E.A.T model for resolving customer compliant

Who Should Attend:

Managers, sales personal and officers who inter face with customers.

10, Obokun Street, Off Coker Road, Ilupeju, Lagos, Nigeria Jun 08 - 10 Jun, 2016
NGN 98,500.00
(Convert Currency)

08023060462

Discounts off regular fees for open programmes: 3-5 nomination - 5% Programme also available as in-plant. Fee: Negotiable
Related Courses
Commercial Debt Recovery and Credit Control Commercial Debt Recovery and Credit Control

2 day, 11 - 12 May, 2017 

2017-05-11 12:05:00
Lagos State, Nigeria

Impact Training and Management Consulting Limited

This course is designed to help you understand the credit management methodology and tackle the issues related to late payment by laying out the options available to you. Through expert facilitation, ...

Logistics and Supply Chain Management Course Logistics and Supply Chain Management Course

3 days, 10 - 12 May, 2017 

2017-05-10 12:05:00
Lagos State, Nigeria

Impact Training and Management Consulting Limited

Supply Chain encompasses all activities from purchasing materials to delivery of your final products or services to the consumer. These key operations include: customer service, transportation, ...

Performance Management Workshop Performance Management Workshop

2 day, 15 - 16 Jun, 2017 

2017-06-15 12:06:00
Lagos State, Nigeria

Impact Training and Management Consulting Limited

This course covers the techniques and processes for managing employee and team performance. Setting targets and measuring achievement are key to the attainment of performance objectives. This course ...

Human Resources Performance Metrics Human Resources Performance Metrics

, 16 - 16 Jun, 2017 

2017-06-16 12:06:00
Lagos State, Nigeria

Impact Training and Management Consulting Limited

This course provides HR practitioners with the tools to enable them report in quantitative terms the cost effectiveness of HR activities such as recruitment, training and development, compensation. ...