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Customer Care Essentials Course

By: Tom Associates Training  

Lagos State, Nigeria

02 - 04 Sep, 2020  3 days

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NGN 130,000

Venue: 5/7 Alade Lawal Street, Off Ikorodu Road, Anthony Village, Lagos.

The programme Customer Care Essentials focuses on the organisation’s employees attaining:

  • excellent responsiveness in serving customers
  • good service ethics
  • creativity that can lead to new service advancements
  • effective management of tough customers
  • strong branding for the organization.

Broad Competencies Addressed

  • Ability to focus on service standards and improve on them.
  • Ability to identify non-existing but desired standards in order to improve service processes.
  • Ability to proactively manage customer complaints.
  • Ability to solve problems.
  • Ability to identify creative service approaches that customers may desire.    
  • Ability to proactively manage customer complaints or problems that may arise.
  • Ability to solve inevitable problems and recover service if service problems arise.

Course Contents

Day One

What is the Organization About?

  • Mission
  • Vision
  • Values
  • Goals- one year, two years and five years.
  • Customer Care – old order, new order
  • The “Moments of Truth” – an analysis of the interface between company employees and the customer:
    • Things which matter most
    • Things which matter least.
  • Internal network of responsibilities to deliver service:
    • right people
    • right attitude.

Day Two

Preparing for Customer Interaction:

  • Common Customer Queries
  • Receiving and greeting Customers
  • Using the right words
  • Body language
  • Steps to checking understanding - customers need to know they are understood:
    • Two-way communication in service delivery
  •  Listening
  •  Checking Understanding
  •  Responding
  • Identifying internal customers:
    • The Drivers
    • How each job affects other people’s job
    • What or “who” is a team?
    • Working as a service delivery team.
  • Technical solutions - not always the whole answer to customer’s needs or desires:
    • Culture
    • Integrated solutions.

Day Three

Personal Attitude to Customer Service:

  • Emotional energy
  • Rate of Psychological relationship
  • Everyone as Favourites
  • Power of Understatement
  • Service recovery techniques:
    • Service delivery lapses
    • People centredness
    • Rationality
    • Fairness
    • Responsiveness
  • Continuous improvement:
    • Skills improvement
    • Changing attitudes
    • Red tape issues
    • Waiting in line issues
    • Forms and documents issues
    • Information issues
    • Create a “one-stop” centre.
  • Simple profit model:
    • satisfied employees
    • satisfied customers
    • increasing profit.
5/7 Alade Lawal Street, Off Ikorodu Road, Anthony Village, Lagos. Sep 02 - 04 Sep, 2020

Registration: 09:00:am - 04:00:am

NGN 130,000.00(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.
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