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Customer Service and Telephone Ethics

By: Adoney Associates Limited

Lagos State, Nigeria

09 - 09 Jun, 2018 

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NGN 35,000

Good customer service is vital for all businesses, large or small. It can have a direct impact on customer loyalty and where potential customers choose to spend their money. Simply put, the higher quality customer service you provide, the higher level of customer satisfaction you will enjoy, and that will translate into repeat business and more revenue. The 1- day training programme by Adoney associates Limited will equip the participants with knowledge and skills to deliver exceptional customer service.  

Course Content:

  • Service and customer service
  • Customer service quality
  • Customer service and organization
  • Customer success
  • Measuring customer satisfaction
  • Word of mouth
  • Customer experience
  • Handling telephone calls
  • Dealing with angry customers
  • British standard institute (code of practice)
  • Customer code of practice and organizations
  • Institute of customer service
  • Service failure and recovery
  • Follow up

 At the end of the training, participants will be able to:

  • Identify the benefit of great customer service
  • Recognize barriers to the delivery of outstanding customer service
  • Adapt to specific customer behavior styles
  • Demonstrate how to measure customer-satisfaction levels and take corrective action if needed
  • Develop a personal action plan to improve customer-service skills
  • Use techniques for dealing with angry  or upset customers

Training Methodology 
The training will be interactive. It will be delivered via lectures supported by group exercises, discussions and case study analysis.

For Whom

  • Customer Service Managers
  • Sales and Marketing Managers
  • Customer Service Officers
  • Sales and Marketing Executives
  • Call Center Representatives
  • Client Service Officers
  • Relationship Officers
  • Front Office Staff
3, Feramobi Ajike Street, Anthony Village, Lagos Jun 09 - 09 Jun, 2018
NGN 35,000.00(The fee covers: course materials, lunch break and certificate)
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15% discount for two or more participants from the same organisation. This covers the training materials, lunch break and certificate
Dr. Olusegun Cole and Mr. Olugbenga Michael