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Customer Service Management Course

By: Reenel Associates

Lagos State, Nigeria

01 - 05 Apr, 2019  5 days

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NGN 200,000

Good customer service can be considered as the big differentiator between firms. While competing products are often similar and can anyway be easily duplicated, good customer service is a holistic system, requiring a sustained organization-wide effort, driven by the top and permeating all aspects of the organization culture. The resulting customer-centric organization becomes a formidable competitor whose model cannot be easily copied. In this course, we look at what it takes to build a customer centric organization.

Target Audience

Executives, managers and decision makers who are keen on improving performance by taking their customers to higher levels of satisfaction, as well as customer service managers and supervisors interested in advanced customer service tools.

Target Competencies

  • Customer orientation
  • Conceptual thinking
  • Balanced decision making
  • Quality orientation
  • Understanding of prospects’
  • motivation

Course Methodology

Case studies, self-evaluation exercises, application of service quality tools, video clips with debriefs, oral and written questions resulting in debates and more are all used in this course in addition to brief consultant and participant presentations.

Course Objectives

By the end of the course, participants will be able to:

  • Create objectives and programs to maximize customer satisfaction
  • Evaluate the design, implementation and analysis of customer satisfaction surveys
  • Prepare customer segmentation exercises and create relevant strategies
  • Write Service Level Agreements (SLAs) to ensure clarity and conformance
  • Assess the service aspect of the organization or department through well chosen Key Performance Indicators (KPIs)
  • Use customer complaints as a springboard for service improvement
Abuja/Lagos/PH/KD Apr 01 - 05 Apr, 2019
Abuja/Lagos/PH/KD, State, Nigeria 01 - 12 Apr, 2019
NGN 200,000.00(3days)
NGN 295,000.00(5days)
NGN 390,000.00(10days)
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Reneel Associate 08053338830

Reneel Associate facilitator
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