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Advanced Customer Service Skills and Relationship Management

By: McTimothy Associates Consulting LLC  

State, Nigeria

14 - 16 Oct, 2021  3 days

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NGN 95,000

Venue: The Professional Place 12B, Olumoroti Street, Gbagada Phase 2 Estate, Gbagada Lagos

This training will help you keep customers, build market share and improve the performance of the entire workforce with a superior customer service strategy.  Learn how you can increase your sales by 50% without increasing your marketing budget by capturing, nurturing, retaining, and maintaining your customer relationships. 

The Rationale 

Many companies missed the mark! Forrester reveals that 80% of companies feel they deliver superior customer service. Only 8% of customers agree so. There's a way to build a customer service culture for your organisation. Superior customer service is critical to the success of any service organization. This 2-day customer service training course introduces customer service representatives to the fundamental principles, techniques, strategy and service culture required to deliver excellent service. 

Customer service now remains at the core of corporate strategy as competition is fierce, customer taste keeps changing and they are strongly empowered too. A customer service culture training is an essential business investment. There is a direct and strong connection/link between customer service quality - or lack of quality - and money made or lost. 

Objectives/Benefits 

After attending this workshop, participants would have gained knowledge and practice of: 

  • Setting and clarifying Customer Service goals and how to achieve it 
  • Building formidable group of loyal customers 
  • Demonstrating commitment to customer service attitudes 
  • Customer service and company's future 
  • Classifying profitable customers & service each excellently 
  • Recording customer retention rate between 90-95% consistently annually 
  • Maximize profit for their organizations 
  • Providing prompt & courteous services 
  • Manage customers' special request 
  • How to deal with an Angry Customers 
  • Projecting professional image 
  • Appropriate and Correct Telephone Etiquette 
  • Professionally handle service failure and recovery strategies 

Target Audience 

This course is designed for all whose actions, task or decisions affect or relates to customer acquisition, retention, and management. They include but not limited to: 

  • Entrepreneurs 
  • Managers/supervisors 
  • Customer service representatives 
  • Call centre agents 
  • Sales/Marketing Staff 
  • Operations/maintenance staff 
  • Accounts/finance personnel 
  • Field Service professionals and managers 

Delivery Methodologies 

  • Instructor-led discussions 
  • Video Case 
  • Group & Individual Exercises 
  • Role play 

Key Coverage/Learning Points 

  • Customer Care and Exceptional Customer Service Skills 
  • Gaining Customer insights: The Customer Research Methodologies 
  • Optimizing the Moment of Truth in Customer Service 
  • The Dynamics of Customer Relationship Management 
  • Customer Psychology Management 
  • Strategic Customer Service 
  • Customer Service and Business Development Strategies 
  • Customer Service Quality Process 
  • Handling Customers Complaints and Techniques for dealing with an angry customer 
  • Designing and Managing Customer Service Culture 
  • Aligning Customer Service Strategy with Corporate Strategy 
  • Customer Insight: Data Mining and CRM 
  • Current Trends in Trade Policies and Practices 
  • Strategic/Key Account Management Strategies

Duration: 3 days

Customize Your Training

This training solution and other training topics from McTimothyAssociates are currently available as residential/in-house option.

Please Note

McTimothy Associates Reserves the right to postpone or cancel a course due to unforeseen circumstances beyond our control. In such cases delegate(s) will be registered for the next run of the Course.

 

The Professional Place 12B, Olumoroti Street, Gbagada Phase 2 Estate, Gbagada Lagos Oct 14 - 16 Oct, 2021

Registration: 10:00:am - 04:00:am

NGN 95,000.00(Group Discount Applies)
NGN 95,000.00(Group Discount Applies)
NGN 95,000.00(Group Discount Applies)
(Convert Currency)

Blessing Aguta 07034854045; 09080022449; 08058805333

McTimothy Associates Consulting LLC

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