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Building Service Excellence Culture Training

By: LCL Coaches Consultants  

Lagos State, Nigeria

01 - 03 Jul, 2020  3 days

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NGN 115,000

Venue: Interactive Online Live / On-Site Live in Lagos

Achieving Excellence in Customer Service training course is designed to give participants the communication skills, negotiation strategies, and customer service best practices they require to take their organisation from good to great. 

At the end of the training, Participants will learn to:

  • Establish the importance of setting and reviewing customer service standards
  • Design a social media plan to improve customer service support
  • Demonstrate how to deal with difficult customers in a professional manner
  • Utilise time management techniques and set SMART goals to increase productivity
  • Develop an understanding of internal and external customer expectations

Day 1  

Enhancing Your Customer Service Communication Skills    

  • Active Listening and Questioning Skills to Identify a Customer’s Expectations
  • Body Language: How to Read Your Customer like a Book
  • Working with Aggressive, Expressive, Passive and Analytical Customers
  • Telephone Tips to Promote a Professional Image
  • The Do’s and Don’ts of Written Communication

Building the Foundation for Achieving Customer Service Excellence 

  • The 7 Customer Service Expectations
  • Measuring Internal and External Customer Service Satisfaction
  • How to Use Customer Service to Increase Sales
  • “Going the Extra Mile” to Promote Customer Service Excellence
  • Using Social Media to enhance Customer Service
  • Protecting your Organisation’s Online Reputation

Day 2 

Service Recovery: Handling Complaints and Upset Customers  

  • The Importance of Customer Complaints and Why they should be Encouraged
  • Empower Employees to Get the Job Done
  • Steps to Follow for Customer Service Recovery
  • Strategies to Help Calm Upset Customers
  • Managing Emotions during Stressful Situations

Principles of Persuasion and Professional Negotiation Strategies    

  • Cialdini’s Six Principles of Persuasion
  • The Art of Giving and Receiving Constructive Feedback
  • Strategies for Negotiating Mutually Beneficial Outcomes
  • Words and Tones to Avoid
  • Price Value Formula
  • Negotiating across Cultures

Day 3  

Focusing on Customer Service Excellence and Continuous Improvement

  • What is your Action Plan?
  • Customer Service takes Teamwork
  • Maintaining a Positive Mental Attitude
  • Setting SMART Goals for Continuous Improvement
  • Stress Management Tips to increase Productivity
  • End of Course Review
Interactive Online Live / On-Site Live in Lagos Jul 01 - 03 Jul, 2020
NGN 115,000.00
(Convert Currency)

Mr Olusina Lajorin 08033241313, 09026713101

Group discount apply
Executive Coach Sina Lajorin
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