SERVICE EXCELLENCE PROCESSES FOR FRONT & BACK OFFICE EMPLOYEES

Registrations are closed
Live-Online Training: N155,000
Classroom Training: N 195,000
3 - 4 participants: 5% discount
5 or more participants: 10% discount


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

 

Course Contents

DAY ONE

Front Desk & 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 TWO

Complaints Management & 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 the organization
  • Achieving visibility for organization
  • 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.

  • Common Negotiation Tactics

- Bogey

- Good guy, Bad guy

- Nibbling

- Crunch.

Personal Effectiveness & 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 & 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.


Date & Time
Monday
April 3, 2023
Start - 9:15 AM
Thursday
April 6, 2023
End - 9:15 AM 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