Nigerian Seminars and Trainings

Search all upcoming seminars, conferences, short management courses and training in Nigeria and around the World

business logo

Customer Care Essentials Workshop

By: Tom Associates  

State, Nigeria

21 - 23 Mar, 2018  3 days

Follow Event

  

NGN 125,000

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. Mar 21 - 23 Mar, 2018

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

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

NGN 125,000.00(Including VAT)
(Convert Currency)

Mr Abiodun Toki 08033019120

Discount of 5% to 3-4 participants from same organization. Discount of 10% to 5 or more participants from same organization.
Related Courses
Mastering Digital and Social Media Marketing Course Mastering Digital and Social Media Marketing Course

3 days, 03 - 05 Oct, 2018 

2018-10-03 12:10:00
Lagos State, Nigeria

Tom Associates

The Mastering Digital and Social Media Marketing training courses will discuss the following Day One The Digital Marketing Platform What really is digital marketing? Digital marketing vs Traditional ...

Beginners Training on Bids and Tenders Management Beginners Training on Bids and Tenders Management

4 days, 06 - 09 Nov, 2018 

2018-11-06 12:11:00
Lagos State, Nigeria

Tom Associates

This Beginners Training on Bids and Tenders Management course is designed for buyers, suppliers and contract analysts who need high competence in writing bids, delivering and managing tenders of ...

Current Good Manufacturing Practices Course (cGMP) Current Good Manufacturing Practices Course (cGMP)

4 days, 28 - 31 Aug, 2018 

2018-08-28 12:08:00
Lagos State, Nigeria

Tom Associates

Current Good Manufacturing Practices are, in some countries, enforced regulations for systems that assure proper design, monitoring, and control of manufacturing processes and facilities. ...

Facility Maintenance and Management Training Facility Maintenance and Management Training

3 days, 19 - 21 Sep, 2018 

2018-09-19 12:09:00
Lagos State, Nigeria

Tom Associates

This is a programme for Facility Managers and Office Managers who support the Facility Managers. It is to give them the know-how to effectively manage the physical assets. The programme will make all ...