DELIVERING EXCELLENT CUSTOMER SERVICE FOR BUSINESS GROWTH
Details
PROGRAM OVERVIEW
This is a course designed to provide all participants with a comprehensive overview of valuable tools and techniques for improving their productivity and increasing their ability to create better experiences for their clients.
Clients truly provide the sources of the lifeblood for any business. By gaining insights on needs, preferences and behaviors, management of customer experience journeys can be optimized at critical touch points. This course focuses on creating a customer service
thought process that enables everyone participating in it to contribute to development of customer acquisition and retention.
LEARNING OBJECTIVES
At the end of the program, participants should be able to:
■ Describe exceptional customer service
■ Identify its benefit on a personal and professional level
■ Recognize barriers to its delivery
■ Understand different customers behavior styles and how to adjust to each
■ Use and explain techniques for dealing with angry, upset or disappointed customers
■ Discuss best practices for delivering excellent customer service and provide a forum for articulating standards specific to the organization.
■ Give guidance regarding professional appearance
■ Suggest language for welcoming guests, interacting professionally and closing conversation respectfully
■ Explain the place of body language and agree on what is appropriate
WHO SHOULD ATTEND?
Frontline Customer Service Representatives (CSR), Team Supervisors, Department Managers, Account Managers, Field Service Representatives, Sales managers & Officers, Client facing personnel. etc.
Outline
■ MODULE 1: CUSTOMER SERVICE DEFINITION AND CONCEPT
■ MODULE 2: ENHANCING CUSTOMER SERVICE COMMUNICATION SKILLS
■ MODULE 3: CREATING A CULTURE OF SERVICE THROUGH CONTINUOUS LEARNING
■ MODULE 4: PRINCILPLES OF PERSUASION AND PROFESSIONAL NEGOTIATION SKILLS
■ MODULE 5: SERVICE RECOVERY: HANDLING COMPLAINTS AND UPSET CUSTOMERS
■ MODULE 6: ACHIEVEING CUSTOMER SERVICE EXCELLENCE
Speaker/s
Special Offer
■ Facilitator-led instructions Online & Offline.
■ Exercises and role plays – Group and Individual.
■ Case studies.
■ Individual development plans.
COURSE DETAILS
■ Where: Rekrut Training Room, Ilupeju- Lagos
■ Date: 30th and 31st August, 2022
■ Time: 10am – 3pm
■ Course Fee: N50,000. Early Bird: 5% Discount. 5-10 Participants (5% discount). 11 or more participants. (10% discount). This covers Course materials and Certificate of attendance.
We are a Top Class Human Capital Development Service provider in Nigeria. Our prime objective is to enable organisations to access tomorrow’s thinking and today’s best practices in people management.
People are the greatest assets of any organisation. Rekrut Consulting is dedicated to designing and delivering Recruitment, Training interventions, Team building, and HR consultancy services to the specific needs of client organisations in order for them to be competitive and contemporary.
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