f

Nigerian Seminars and Trainings

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

business logo

Customer Care Essentials

By: Tom Associates Training  

Lagos State, Nigeria

22 - 24 Mar, 2017  3 days

Follow Event

  

NGN 115,500

The programme focuses on the organization’s employees attaining:

  • Excellent responsiveness in serving customers
  • Good service ethics
  • Creativity that can lead to new service advancements
  • Effective management of tough customers
  • Strong branding for the organization.

Broad Competencies Addressed

  • Ability to focus on service standards and improve on them.
  • Ability to identify non-existing but desired standards in order to improve service processes.
  • Ability to proactively manage customer complaints.
  • Ability to solve problems.
  • Ability to identify creative service approaches that customers may desire.    
  • Ability to proactively manage customer complaints or problems that may arise.
  • Ability to solve inevitable problems and recover service if service problems arise.

Course Contents

Day One

  • What is the Organization About?
  • Mission
  • Vision
  • Values
  • Goals - one year, two years and five years.
  • Customer Care - old order, new order
  • The “ Moments of Truth” - an analysis of the interface between company employees and the customer:
  • Things which matter most
  • Things which matter least.
  • Internal network of responsibilities to deliver service:
  • Right people
  • Right attitude.

Day Two

  • Preparing for Customer Interaction:
  • Common Customer Queries
  • Receiving and greeting Customers
  • Using the right words
  • Body language
  • Steps to checking understanding - customers need to know they are understood:
  • Two way communication in service delivery
  • Listening
  • Checking Understanding
  • Responding
  • Identifying internal customers:
  • The Drivers
  • How each job affects other people’s job?
  • What or “who” is a team?
  • Working as a service delivery team
  • Technical solutions - not always the whole answer to customer’s needs or desires:
  • Culture
  • Integrated solutions

Day Three

  • Personal Attitude to Customer Service:
  • Emotional energy
  • Rate of Psychological relationship
  • Everyone as Favorites
  • Power of Understatement
  • Service recovery techniques:
  • Service delivery lapses
  • People centeredness
  • Rationality
  • Fairness
  • Responsiveness
  • Continuous improvement:
  • Skills improvement
  • Changing attitudes
  • Red tape issues
  • Waiting in line issues
  • Forms and documents issues
  • Information issues
  • Create a “one-stop” center.
  • Simple profit model:
  • satisfied employees
  • satisfied customers
  • increasing profit
5/7 Alade Lawal Street, Opposite Divisional Police Station, Off Ikorodu Road, Anthony, Lagos. Registration: 8.30 - 9.00 a.m. Class Session: 9.00 - 4.00 p.m. Mar 22 - 24 Mar, 2017
NGN 115,500.00(Including VAT)
(Convert Currency)

08033019120

Discount of 5% to 3-4 participants from same organization. Discount of 10% to 5 or more participants from same organization.
Related Courses
Management Development for Personal Assistants and Senior Secretaries Management Development for Personal Assistants and Senior Secretaries

5 days, 18 - 22 Sep, 2017 

2017-09-18 12:09:00
Lagos State, Nigeria

Tom Associates Training

This course will take the PAs and Senior Secretaries through some thought process that focuses on the style and work culture which characterizes the managers they work with. The jobs of Personal ...

Optimal Management of Working Capital Optimal Management of Working Capital

2 day, 29 - 30 Aug, 2017 

2017-08-29 12:08:00
Lagos State, Nigeria

Tom Associates Training

This course teaches participants the significance of Working Capital Management as the tool or managerial accounting strategy to guarantee the efficiency of the business and its short-term financial ...

Corporate Restructuring, Mergers and Acquisition Course Corporate Restructuring, Mergers and Acquisition Course

3 days, 25 - 27 Sep, 2017 

2017-09-25 12:09:00
Lagos State, Nigeria

Tom Associates Training

This course will discuss the following Module 1: General Introduction to Mergers Module 2: Mergers Types and classification Module 3: Key Considerations in Mergers/Acquisitions Module 4: Regulatory ...

Problem Solving and Decision Making Techniques Problem Solving and Decision Making Techniques

3 days, 18 - 20 Oct, 2017 

2017-10-18 12:10:00
Lagos State, Nigeria

Tom Associates Training

This programme delivers Problem Solving Techniques, one of the unique competencies all managers, whether budding or experienced, must possess. The ability of a manager to solve problems will be ...