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Advanced Customer Service Skills and Relationship Management Course

By: McTimothy Associates

Rivers State, Nigeria

11 - 12 Oct, 2019  2 day

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NGN 95,000

Venue: Aldgate Hotel, 22 King Perekunle Street, Port Harcourt.

This training will help you keep customers, build market share and improve the performance of the entire workforce with a superior customer service strategy.  Learn how you can increase your sales by 50% without increasing your marketing budget by capturing, nurturing, retaining, and maintaining your customer relationships.

The Rationale

Many companies missed the mark! Forrester reveals that 80% of companies feel they deliver superior customer service. Only 8% of customers agree so. There's a way to build a customer service culture for your organisation. Superior customer service is critical to the success of any service organization. This 2-day customer service training course introduces customer service representatives to the fundamental principles, techniques, strategy and service culture required to deliver excellent service.

Customer service now remains at the core of corporate strategy as competition is fierce, customer taste keeps changing and they are strongly empowered too. A customer service culture training is an essential business investment. There is a direct and strong connection/link between customer service quality - or lack of quality - and money made or lost.


After attending this workshop, participants would have gained knowledge and practice of:

  • Setting and clarifying Customer Service goals and how to achieve it
  • Building formidable group of loyal customers
  • Demonstrating commitment to customer service attitudes
  • Customer service and company's future
  • Classifying profitable customers and service each excellently
  • Recording customer retention rate between 90-95% consistently annually
  • Maximize profit for their organizations
  • Providing prompt and courteous services
  • Manage customers' special request
  • How to deal with an Angry Customers
  • Projecting professional image
  • Appropriate and Correct Telephone Etiquette
  • Professionally handle service failure and recovery strategies

Target Audience

This course is designed for all whose actions, task or decisions affect or relates to customer acquisition, retention and management. They includes but not limited to:

  • Entrepreneurs
  • Managers/supervisors
  • Customer service representatives
  • Call centre agents
  • Sales/Marketing Staff
  • Operations/maintenance staff
  • Accounts/finance personnel
  • Field Service professionals and managers

Delivery Methodologies

  • Instructor-led discussions
  • Video Case
  • Group and Individual Exercises
  • Role play

Key Coverage/Learning Points

  •  Customer Care and Exceptional Customer Service Skills
  •  Gaining Customer insights: The Customer Research Methodologies
  •  Optimizing the Moment of Truth in Customer Service
  •  The Dynamics of Customer Relationship Management
  •  Customer Psychology Management
  •  Strategic Customer Service
  •  Customer Service and Business Development Strategies
  •  Customer Service Quality Process
  •  Handling Customers Complaints and Techniques for dealing with an angry customer
  •  Designing and Managing Customer Service Culture
  •  Aligning Customer Service Strategy with Corporate Strategy
  •  Customer Insight: Data Mining and CRM
  •  Current Trends in Trade Policies and Practices
  •  Strategic/Key Account Management Strategies.
Aldgate Hotel, 22 King Perekunle Street, Port Harcourt. Oct 11 - 12 Oct, 2019
NGN 95,000.00 + 4,750.00 (VAT)
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Blessing Aguta 07034854045, 09080022449

Group registration of 3-5 attracts 5% discount, 6 and above is 10%.
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