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

18 - 20 Oct, 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. Oct 18 - 20 Oct, 2017

Registration: 08:30:am - 09:00:am

Class Session: 09:00:am - 04:00:am

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
Strategic Brand Management Course: Success with Product Management Strategic Brand Management Course: Success with Product Management

3 days, 13 - 15 Dec, 2017 

2017-12-13 12:12:00
Lagos State, Nigeria

Tom Associates Training

This course delivers five broad competencies: Ability to develop marketing strategy to guide the plan for different brands in the company. Ability to manage the performance of the company’s ...

Successful Business Pitch Successful Business Pitch

2 day, 08 - 09 Feb, 2018 

2018-02-08 12:02:00
Lagos State, Nigeria

Tom Associates Training

What is the significance of a business pitch? Entrepreneur sets out to seek financing - this is an idea about how to pitch an investor The Business seeks to raise additional working capital - the ...

Future-Ready Directors: Dynamic Board for Young Businesses Future-Ready Directors: Dynamic Board for Young Businesses

2 day, 05 - 06 Apr, 2018 

2018-04-05 12:04:00
Lagos State, Nigeria

Tom Associates Training

A Board of Directors for a business reflects some form of governance structure. Therefore, young businesses must understand that a dynamic Board of Directors will add a huge strategic value if the ...

Frontline Leadership: Emerging Leadership Course Frontline Leadership: Emerging Leadership Course

3 days, 24 - 26 Jan, 2018 

2018-01-24 12:01:00
Lagos State, Nigeria

Tom Associates Training

The training course presents the basic principles that are the foundation of all the leadership activities and central to senior level effectiveness: Building and maintaining a positive, ...