Customer Service Management
Details
Good customer service can be considered as the big differentiator between firms. While competing products are often similar and can anyway be easily duplicated, good customer service is a holistic system, requiring a sustained organization-wide effort, driven by the top and permeating all aspects of the organization culture. The resulting customer-centric organization becomes a formidable competitor whose model cannot be easily copied. In this course, we look at what it takes to build a customer centric organization.
Course Methodology
Case studies, self-evaluation exercises, application of service quality tools, video clips with debriefs, oral and written questions resulting in debates and more are all used in this course in addition to brief consultant and participant presentations.
Course Objectives
By the end of the course, participants will be able to:
- Develop a wholistic customer care approach by taking into consideration seven different aspects of the definition of customer service
- Create objectives and programs to maximize internal customer satisfaction
- Evaluate the design, implementation and analysis of customer satisfaction surveys
- Use customer complaints as the springboard for service improvement
- Write Service Level Agreements (SLAs) to ensure clarity and conformance
- Assess the service aspect of the organization or department through well chosen Key Performance Indicators (KPIs)
Target Audience
Executives, managers and decision makers who are keen on improving performance by taking their customers to higher levels of satisfaction, as well as customer service managers and supervisors interested in advanced customer service tools.
Target Competencies
- Customer orientation
- Conceptual thinking
- Balanced decision making
- Quality orientation
- Understanding of prospects’ motivation
- Persuading others
Course Inclusions:
- Comprehensive learning materials incl. exercise files
- Post course telephone support
- ‘Certificate of Attendance’
on completion of course - Light lunch
Deal: 5% discount for two to four participants and 10% discount for 5 and above participants.We also offer virtual training on the course.
Fee: N110,000
Duration: 2-day
Time: 10am – 4pm daily
Date: Batch1: May 11-13, 2021
Batch2: July 13-15, 2021
Batch3: Oct 4-6, 2021
ACC. NAME: Adoney Associates Limited
ACC. NO: 4110014604 (POLARIS BANK)
For details, Call : 08023660697, Call/WhatsApp: 07046181186, or [email protected], [email protected] , https://www.adoneyassociates.com www.facebook.com/adoneyassociates or twitter.com/adoneyassociatehttp://adoneyassociates.wordpress.com , LinkedIn
Google site: https://adoney-associates-limited.business.site/?m=true
Adoney Associates Limited as a service-oriented consulting firm was established and specialized in training, management and business consulting.
The firm provides value-added services to both corporate bodies and public sector in the area of training and development, recruitment/outsourcing, business plan preparation, investment analysis, business development, business registration, entrepreneurship/small scale enterprise development and socio- economic research.
OUR SERVICES
Recruitment/outsourcing
Business plan preparation
Training/Human Capital Development
Business Development
Investment Analysis
Market Research
Business Registration
For more enquiry, Call 08023660697, 07046181186, whatshapp: 07046181186 or [email protected] , [email protected], www.facebook.com/adoneyassociates, twitter.com/adoneyassociate or log on to www.adoneyassociates.com to drop a note. youtube.com/adoney associates limited
Our Training Department.
Training in Adoney Associates is divided into different units:
Human Capital Management
Finance and accounting
Marketing and sales
Customer Service
Employee development
Communication skills
Change Management ...