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

23 - 26 Apr, 2019  4 days

Follow Event

  

NGN 150,000

Venue: 5/7 Alade Lawal Street, Opposite Divisional Police Station, Off Ikorodu Road, Anthony, Lagos.

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. Apr 23 - 26 Apr, 2019

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

Class Session: 09:00:am - 16:00:pm

NGN 150,000.00(VAT Inclusive)
(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
A Production Processes Management  Programme: Strategic Warehousing A Production Processes Management Programme: Strategic Warehousing

4 days, 06 - 09 Apr, 2020 

2020-04-06 12:04:00
Lagos State, Nigeria

Tom Associates Training

This production processes management programme strategic warehousing course will discuss the following: Efficient warehouse operations do the following: Provide timely customer service Keep track ...

Methods of Efficiency Management Procedures, Reporting and Implementation Course Methods of Efficiency Management Procedures, Reporting and Implementation Course

5 days, 23 - 27 Mar, 2020 

2020-03-23 12:03:00
Lagos State, Nigeria

Tom Associates Training

Efficiency Management is what will set off all departments in an establishment to quit activities that steal significant resources and time without contributing to the important goals that grow and ...

Facility Maintenance and Management Training Facility Maintenance and Management Training

4 days, 02 - 05 Jun, 2020 

2020-06-02 12:06:00
Lagos State, Nigeria

Tom Associates Training

This is a programmed 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 programmed will make ...

Complete Salesperson Course: The Seven Traits Complete Salesperson Course: The Seven Traits

5 days, 01 - 05 Jun, 2020 

2020-06-01 12:06:00
Lagos State, Nigeria

Tom Associates Training

This Complete Salesperson Course: The Seven Traits will discuss the following: The Seven Traits Sales Competence Commercial Knowledge Business Development Capabilities Bidding and Tendering ...