Nigerian Seminars and Trainings

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

business logo

Competencies in Service Strategy

By: Tom Associates Training  

Lagos State, Nigeria

05 - 08 Dec, 2017  4 days

Follow Event

  

NGN 136,500

A customer service thought process that enables everyone participating in it to contribute to development of strategies regarding:

  • Understanding Customer Equity:
    • Customer value proposition
    • Customer bonding
    • Customer mind-share
  • What is changing in the business?
  • Where opportunities and options exist for the competence enhancement.
  • Agreement on service targets and specific actions.

Course Contents

Day One

  • The Customer Perspective in the Balanced Scorecard
  • The Preliminary Questions:
    • Who are the customers?
    • Who’s bothered about service penalties?
  • Personal Attitudes and Customer Service Experience
  • Understanding the Eight Customer Types
  • Giving Random Experience
  • Giving Predictable Experience.

Day Two

  • Agreement on critical behaviors and customer service issues
  • Clarification of how sure employees are of what is expected of them
  • Clarification of the benefits accruing to all when the service behaviors is right
  • Clarification of the consequences to all of discrepancies in service behavior
  • Verification of what obstacles there can be to quality service performance
  • Finding out if by structure undesired service behaviors turn out to be rewarding directly or inadvertently
  • Checking for skill deficiencies in service delivery
  • Checking to see if particular service processes need to or can be redesigned
  • Checking on possible conflicting demands
  • Looking out to see that some company policies don’t turn out actually to be restrictive in service delivery.

Day Three

  • Long term relationship management
  • Communication skills for customer service:
    • Positive listening habits
    • Eye-contact
    • Body-positioning
    • Life-in-your-voice
    • Telephone manners
    • Equal-treatment
    • Thanking
    • Customer name recall
    • Customer-Feedback.

Day Four

  • Service recovery skills
  • How service complaints arise
  • Auditing service quality
  • Incident review” as a learning experience
  • Customer follow-up.
5/7 Alade Lawal Street, Opposite Divisional Police Station, Off Ikorodu Road, Anthony, Lagos. Dec 05 - 08 Dec, 2017

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

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

NGN 136,500.00(Including VAT)
(Convert Currency)

08033019120

Related Courses
Banking Services and Marketing Strategies Workshop Banking Services and Marketing Strategies Workshop

3 days, 01 - 03 Aug, 2018 

2018-08-01 12:08:00
Lagos State, Nigeria

Tom Associates Training

Banks offer the similar products and services mostly. What distinguishes one bank from another therefore will be the quality and uniqueness of services rendered, plus the marketing strategies ...

Debt Recovery and Credit Management Debt Recovery and Credit Management

3 days, 18 - 20 Jul, 2018 

2018-07-18 12:07:00
Lagos State, Nigeria

Tom Associates Training

For many businesses, particularly small and medium enterprises, credit sales can be inevitable first, for survival and second, for growth. Yet, they do experience difficulties in collecting debts ...

Protocol, Public Relations and Events Management Protocol, Public Relations and Events Management

5 days, 07 - 11 May, 2018 

2018-05-07 12:05:00
Lagos State, Nigeria

Tom Associates Training

The objectives of this Protocol, Public Relations and Events Management training course include to: Arrange and provide protocol services including logistics requirements. Organize travel ...

Public Finance Refresher and Appropriation Programme Public Finance Refresher and Appropriation Programme

5 days, 21 - 25 May, 2018 

2018-05-21 12:05:00
Lagos State, Nigeria

Tom Associates Training

The way public finances are organized in the country forms the basis for how government offices and authorities run their activities. This course will support delegates with much of the ...