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Service Excellence Processes for Front and Back Office Employees Course

By: Tom Associates Training  

Lagos State, Nigeria

15 - 18 Nov, 2022  4 days

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NGN 175,000

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

Course Contents

Day One

Front Desk and Professional Image Building

  • Making the front desk a desirable marketing office 
  • Procedures for an expected visitor
  • Visitors without appointments
  • Appointment time confirmation
  • Understanding basic courtesies.

Self-Presentation

  • Dressing code and grooming
  • General outlook for business.

Interpersonal Communication Skills

  • Learning to listen
  • Choosing the right words to utter
  • Using the appropriate tone of voice
  • Communicating with appropriate body language
  • Adjusting to the responses of different Personality Types.

Day Tow

Complaints Management and Problem Solving for Stakeholders

  • Internal and external stakeholders complaints
  • How service complaints arise
  • Know how best to act upon complaints
  • Key ingredients of Problem Solving for Customers:

- Process focus

- Team approach

- Measuring solution effectiveness.

Telephone Etiquette

  • A greeting that is professional
  • Active listening
  • Putting callers on Hold
  • Transferring a call
  • Taking a message
  • Closing the call.

Etiquette-driven Customer Experience

  • Mapping your organization’s service process
  • Assessment of customer journey experience
  • Audit Points for tweaking service processes.

Day Three

Basic Selling and Negotiation

  • Probing skills
  • Generating awareness for Marie Stopes
  • Achieving visibility for Marie Stopes
  • Objections handling
  • Sales challenges and sales differentiators 
  • Maximising service and product delivery
  • Rules of Commercial Negotiation

- No negotiation when selling is unsure

- Increase level of customer needs first

- Concession strategies.

  • Maximising service and product delivery
  • Common Negotiation Tactics

- Bogey

- Good guy, Bad guy

- Nibbling

- Crunch.

Personal Effectiveness and Self Mastery Skills

  • The Psychology of Self-Understanding
  • Introversion and interpersonal skills
  • Extroversion and interpersonal skills
  • Managing your Thinking Preferences
  • Managing your Feeling Preferences.

Emotional Intelligence

  • Identify and manage own emotions.
  • Increase awareness of the emotions of others.
  • Improve your conversational techniques.
  • Identify different personality types.

Day Four

Mastering Diversity and Multi-culture Intelligence

  • The excitement and challenge diversity generates
  • Cultural Beliefs and Attitudes
  • Religious/Traditional Values 
  • Challenges of ethnicity
  • Biases and stereotyping
  • Potentials of cultural conflicts.

Providing Privacy and Confidentiality

  • Policy and procedures that protect important information
  • Methods of protecting confidential records
  • Vital documents protection.
5/7 Alade Lawal Street, Off Ikorodu Road, Anthony Village, Lagos. Nov 15 - 18 Nov, 2022

Registration: 08:30:am - 03:30:am

NGN 175,000.00(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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