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

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.
NST PPC Advert
Related Courses
Guides to Setting up a New HR Department Course Guides to Setting up a New HR Department Course

5 days, 05 - 09 Aug, 2019 

2019-08-05 12:08:00
Lagos State, Nigeria

Tom Associates Training

This course provides the information HR officers need to establish a human resource function in new, small and medium size companies or companies opening an HR department for the first time. It ...

New Approach to Document Control and Records Management Course New Approach to Document Control and Records Management Course

5 days, 11 - 15 Nov, 2019 

2019-11-11 12:11:00
Lagos State, Nigeria

Tom Associates Training

Document Control and Records Management are a very important part of any management system. Records are needed for identification and evidence of transactions for government and private businesses. ...

Managing Employees for Strategic Advantage Course Managing Employees for Strategic Advantage Course

3 days, 27 - 29 Nov, 2019 

2019-11-27 12:11:00
Lagos State, Nigeria

Tom Associates Training

This programme exposes Line Managers and Managers in staff functions other than the core HR professionals to the Human Resources concepts that affect their individual business performance. With this ...

Multi-Year Budgeting for Public Sector Planning Officers Training Multi-Year Budgeting for Public Sector Planning Officers Training

5 days, 08 - 12 Jul, 2019 

2019-07-08 12:07:00
Lagos State, Nigeria

Tom Associates Training

How governments can make a more explicit and consistent statement of policy goals and priorities. Provides continuity to the budget process by placing the annual budget discussion in the context of ...