SERVICE EXCELLENCE PROCESSES FOR FRONT & BACK OFFICE EMPLOYEES

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.