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Service Excellence for Executive Personal Assistants and Receptionists Course

By: Contact Center Support Professionals Ltd

Lagos State, Nigeria

26 - 27 Nov, 2020  2 day

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NGN 60,000

Venue: We are Flexible on the Location of the Training Based on our customers' needs and expectations. We have the following training Venue options available to our customers. 1) Online Learning Via Zoom, In

A Personal Assistant's role within an organization requires them to work closely with key and strategic managers who play very important roles in the organization and are often busy. For these employees to perform at the expected level, they require the essential skills the need to communicate effectively, receive customers, plan meetings. 

Major Learning Outcomes

  • Purpose, definition and expectations of an executive PA 
  • Great Service Comes from the Heart: The Passion to Assist
  • Working with senior management 
  • Understanding business goals and information flow 
  • Role alignment with managers, senior executives and expatriates
  • Professionalism and Service Excellence
  • Applying Customer Service Concepts and Principles
  • Effective Communication Essentials, listening, questioning, reporting.
  • Handling Irate customers and difficult complaints
  • Personal organization, Prioritization, Multitasking and working under pressure
  • Project and time management 
  • Meeting Administration, planning and reporting.

Who is this course for? 

  • Personal Assistants, Customer Service Representatives, Admin assistants, Receptionist, Protocol Assistants
  • Organizational Benefits
  • Improved Performance and profitability
  • Increase Customer Satisfaction
  • Better results

 

We are Flexible on the Location of the Training Based on our customers' needs and expectations. We have the following training Venue options available to our customers. 1) Online Learning Via Zoom, In Nov 26 - 27 Nov, 2020
NGN 60,000.00 + 3,000.00 (VAT)(Negotiable for larger teams)
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Erica Ayenuro +2348099451919

Discounts apply for Larger Teams
Erica Ayenuro -Managing Director CCSPL Erica, holder of M.Sc. Degree in Financial Management from the University of Lagos, acquired 21 years wealth of experience in contact centers operations management, Customer service consulting, human Capital development, Billing, credit and debt management. She current consults of PZ Cussons, Aero Contractors company of Nigeria, Konga shopping ltd, Fan-milk Nigeria, KC gamming Networks, Mouka Foam, just to name a few. During her years of experience she became multi-skilled in key functional areas such as customer relationship management, key account management, people and leadership, customer service process design and management, recruitment, employee performance management frameworks, reward and recognition systems, quality assurance and workforce management. Erica has served in several capacities such as contact centre manager, corporate operations manager, Collection, debt and Credit manager for MTN Nigeria, Zoom.Erica Managed contact Center teams of over 1500 agents and supervisors in contact centers in different geographic locations for MTN Nigeria between 2001 and 2011. Prior to joining MTN is July 2001, she has contributed significantly in key projects like the start up of Celia Motophone , the start up of Reltel now Zoom mobile. Erica handled the design and implementation of MTN Call Center Processes, Policies and Procedures in line with the Customer Relationship and Retention Management (CRM) strategies, of MTN Nigeria. In recognition of her tremendous contribution to team and company performance in August 2003, she was awarded a silver Award by the CEO of MTN Nig. Ltd. Her team was recognized by the Customer relation executive as the best performing team at the MTN call center in January 2005.