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Customer Care Essentials Course
NGN 130,000
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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) |
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.
Tags: |
Customer Care Essential Courses in Lagos Training in Lagos Seminars in Lagos Workshop in Lagos E-Learning Virtual Training Online Course Nigeria Africa March 2021 |
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