Nigerian Seminars and Trainings

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

business logo

Customer Relationship and Marketing Skills Management

By: Alpha Partners

Lagos State, Nigeria

12 - 15 Dec, 2017  4 days

Follow Event


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
(Convert Currency)


Related Courses
Stores Management and Purchasing Procedures Stores Management and Purchasing Procedures

4 days, 19 - 22 Sep, 2017 

2017-09-19 12:09:00
Lagos State, Nigeria

Alpha Partners

At the end of the stores management and purchasing procedures workshop, participants will be able to familiarize with stores and supplies procedures. Contents Introduction to activities of suppliers ...

Electronic Stores Management Electronic Stores Management

4 days, 18 - 21 Jul, 2017 

2017-07-18 12:07:00
Lagos State, Nigeria

Alpha Partners

The variety of information communications technology (ICT) and software available to improve the effectiveness and efficiency of the procurement and stores function is growing.  It has been ...

IT Auditing Principles for Internal Audit Managers IT Auditing Principles for Internal Audit Managers

4 days, 17 - 20 Oct, 2017 

2017-10-17 12:10:00
Lagos State, Nigeria

Alpha Partners

As each topic is introduced and discussed, we will keep the level of detail appropriate to the internal Audit manager and focus on the execution of the audit. Content Enterprise Scope Compliance ...

Procurement Planning and Bid Management Procurement Planning and Bid Management

4 days, 25 - 28 Apr, 2017 

2017-04-25 12:04:00
Lagos State, Nigeria

Alpha Partners

By the end of the workshop, participants will be able to: Set strategic procurement objective and initiative to support long term direction Apply demand forecasting techniques to improve planning of ...