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Customer Care Essentials Course

By: Tom Associates Training  

Lagos State, Nigeria

20 - 22 Oct, 2021  3 days

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NGN 130,000

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

Programme Description
 
The programme 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?
o Mission
o Vision
o Values
o 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:
o Things which matter most
o Things which matter least.
• Internal network of responsibilities to deliver service:
o right people
o right attitude.
 
DAY TWO
• Preparing for Customer Interaction:
o Common Customer Queries
o Receiving and greeting Customers
o Using the right words
o Body language
• Steps to checking understanding - customers need to know they are understood:
o Two way communication in service delivery
 Listening
 Checking Understanding
 Responding
• Identifying internal customers:
o The Drivers
o How each job affects other peoples job
o What or “who” is a team?
o Working as a service delivery team.
• Technical solutions - not always the whole answer to customer’s needs or desires:
o Culture
o Integrated solutions.
 
DAY THREE
• Personal Attitude to Customer Service:
o Emotional energy
o Rate of Psychological relationship
o Everyone as Favourites
o Power of Understatement
• Service recovery techniques:
o Service delivery lapses
o People centredness
o Rationality
o Fairness
o Responsiveness
• Continuous improvement:
o Skills improvement
o Changing attitudes
o Red tape issues
o Waiting in line issues
o Forms and documents issues
o Information issues
o Create a “one-stop” centre.
• Simple profit model:
o satisfied employees
o satisfied customers
o increasing profit.
5/7 Alade Lawal Street, Off Ikorodu Road, Anthony Village, Lagos. Oct 20 - 22 Oct, 2021

Registration: 09:00:am - 03:00: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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