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Delivering Superior Customer Service

About the Programme

This course is designed to empower participants to meet the diverse and complex needs of different customers, as well as master how to create good first impressions, develop and maintain ongoing relationships and ensure total quality management for excellent business performance.

Driven by a mix of exercises, case studies, role plays and interactive learning, participants would draw from their own experiences as well as learn new concepts for turning customers to crusaders.

Target Audience

  • Business Development Executives
  • Front Desk Officers
  • Customer Service Representatives,
  • Head of customer services teams
  • All those who manage customer interactions for their organizations.

 Course Content:     

 

Day

Module

1

The Art of Service Excellence

  • The Business of Paradigms
  • The Success Syndrome
  • Startling Customer Service Statistics
  • Defining Customer Service
  • Service Excellence Competencies
  • Handling Difficult Customers

2

Building a Customer Centric Culture

  • Understanding Human Behaviour
  • Customer Service Enablers
  • Mastering Customer Service for your Tools of Trade – Emails and Telephone
  • Total Quality Management
  • The Future of Customer Service

  Duration: 2 days

Testimonials

Oluwatosin Abbe, Effective Presentation Skills

Testimonials

“My Skills have been enhanced if not perfected to enable me have fantastic presentations in the future”

Aishatu Hassan , Essentials of Budgeting

Testimonials

“The contents of the manual is rich and the facilitators have excellent presentation skills”

  • 1
  • 2

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Contact Information

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 4th Floor, UBA House, Marina, Lagos
  +234 (0)906 000 0804
2nd Floor, NEXIM House Plot 975, Cadastral Zone A0 Central Business district Abuja.
  +234 (09)-2904738 , 09-2904748.