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Virtual Training on Customer Care Essentials Course

By: Tom Associates Training  

Lagos State, Nigeria

16 - 18 Jun, 2021  3 days

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NGN 123,625

Venue: Online

Programme Description

The programme focuses on the organization’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 Favorites
  • Power of Understatement

• Service recovery techniques:

  • Service delivery lapses
  • People centeredness
  • 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.
Online Jun 16 - 18 Jun, 2021

Registration: 08:30:am - 09:00:am

Class Session: 09:00:am - 03:00:am

NGN 123,625.00(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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