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Competencies in Service Strategy

By: Tom Associates  

Lagos State, Nigeria

05 - 08 Dec, 2017  4 days

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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

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