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Customer Relationship and Marketing Skills Management

By: Alpha Partners

Lagos State, Nigeria

12 - 15 Dec, 2017  4 days

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NGN 105,000

Good customer services can be considered as the big differentiator between firms.  While products are often similar and can anyway be easily duplicated, good customer service is a holistic system, requiring a sustaining organization- wide effort, driven by the top and permeating all aspects of the organization culture.  The resulting customer – centric organization becomes a formidable competitor whose model cannot be easily copied.  In this workshop, we look at what it takes to build a customer centric organization.


Defining and Appreciating the Customer

  • Definition of customer
  • Definition of customer service
  • The internal and external customer

Importance of the Internal Customer

  • The needs to motivate employees
  • The needs for quality employees
  • Silo mentality
  • Destroying the silos

Customer Services as a Strategic Imperative

  • The customer centric organization
  • Customer service as a strategic imperative
  • The 7 practices of customer –centric organization

Customer Satisfaction Survey and Other Vital Tools

  • Importance of segmentation
  • Principles of customer segmentation
  • Four groups
  • Customer satisfaction surveys
  • Customer complaints
  • Service quality

Customer Service Recovery

  • Failures to happen
  • The strategic initiative
  • Tactical activities

The Balance Score card, KPIS and Customer Service

  • Monitoring performance through KPI key performance indicator
  • Impact of the customer perspective
  • Characteristic of good KPIs
  • Building customer services KPIs

For whom:

Customer Service Managers/Staff, Sales Representatives, Admin Managers/Officers, Marketers, Supervisors, Team Leasers in various segments of the organization in both the Public and Private Sectors

Alpha Partners Professional Training Conference Centre. 200, Muritala Mohammed Way (3rd Floor) Opposite Adekunle BRT Bus-stop, Yaba - Lagos. Dec 12 - 15 Dec, 2017
NGN 105,000.00
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