CUSTOMER CARE ESSENTIALS

Tickets
From ₦ 145,125.00 to ₦ 220,375.00
× Tickets
Live-Online Training:
₦ 145,125.00 145125.0 NGN
Classroom Training:
₦ 220,375.00 220375.0 NGN

Live-Online Training: N145,125.00
Classroom Training: N 220,375.00
3 - 4 participants: 5% discount
5 or more participants: 10% discount

(Available also for Customised Training by Duration, Venue & Fee)

Programme Description 

The programme focuses on the ehaviorn’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 peoples 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 Favourites 
  • Power of Understatement 
  • Service recovery techniques: 
  • Service delivery lapses 
  • People centredness 
  • 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. 
Date & Time
Wednesday
October 2, 2024
Start - 8:30 AM
Friday
October 4, 2024
End - 3:00 PM Africa/Lagos
Location

Tom Associates Training

5/7, Alade Lawal Street, Opposite Anthony Police Station, Off Ikorodu Road, Anthony Village,
NG-LA
Nigeria
+234 817 859 1654
+234 809 276 3968 | +234 810 365 2225
tomassociatestraining@yahoo.com | info@tomassociatesng.com
Get the direction
Organizer

Tom Associates Training

+234 817 859 1654
+234 809 276 3968 | +234 810 365 2225
tomassociatestraining@yahoo.com | info@tomassociatesng.com