Nigerian Seminars and Trainings

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

business logo

Competencies in Service Strategy Course

By: Tom Associates Training  

Lagos State, Nigeria

04 - 07 Dec, 2018  4 days

Follow Event

  

NGN 150,000

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 04 - 07 Dec, 2018

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

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

NGN 150,000.00
(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.
NST PPC Advert
Related Courses
Guides to Successful Trade Marketing Course Guides to Successful Trade Marketing Course

3 days, 04 - 06 Sep, 2019 

2019-09-04 12:09:00
Lagos State, Nigeria

Tom Associates Training

This is the discipline of marketing that relates to manufacturers/producers increasing the demand at wholesaler or distributor, as well as retailer levels without disrupting brand management ...

Managing Conflict and Difficult Situations at Work Course Managing Conflict and Difficult Situations at Work Course

2 day, 15 - 16 Oct, 2019 

2019-10-15 12:10:00
Lagos State, Nigeria

Tom Associates Training

This Managing Conflict and Difficult Situations at Work will discuss the following: Course Contents Day One Common causes of conflicts at work Signs of conflicts Common Conflict Triggers Different ...

Competencies in Service Strategy Course Competencies in Service Strategy Course

4 days, 23 - 26 Apr, 2019 

2019-04-23 12:04:00
Lagos State, Nigeria

Tom Associates Training

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 ...

Administrative Functions and Office Management Course Administrative Functions and Office Management Course

5 days, 08 - 12 Apr, 2019 

2019-04-08 12:04:00
Lagos State, Nigeria

Tom Associates Training

A training to deliver the requirements of Administrative Officers, so they are brought up-to-date with what is expected of them at all times. The contents will make administrative staff to be highly ...