Course fee: NGN50,000
Dates: TBA
This practical and interactive customer service course provides an overview of the personal and professional skills for staff that are often the first point of contact for customers. Throughout the course delegates will have the opportunity to discuss customer handling skills and share best practices.
Who should attend?
Anyone working in a customer facing role, who wishes to improve their performance. Customer service officers, sales & marketing personnel, small business owners—as well as managers who desire to improve their customer service, retain customers, improve customer loyalty and train their staff.
Course Methodology
This workshop will be delivered using the following methods: Instructor-led sessions, group discussions or brainstorming exercises, case studies, videos, role play activities, and individual assignments.
Learning Outcomes
By the end of the course, participants will be able to:
- Deliver better, faster service and increase customer satisfaction.
- Learn how to gain repeat customers with rapport.
- Assess customer business needs and exceed customer expectations.
- Develop critical thinking skills to resolve incidents quickly and consistently.
- Understand the importance of critical communication skills with good grammar and persuasive language patterns.
- Develop active listening and effective communication strategies in identifying and defusing challenging customer behavior.
Course content
- What is customer service and why should you care?
- Identifying, Defining and Analyzing the customer
- The relationship between excellent Customer Service and your bottom line
- Techniques of Customer Service delivery
- Communication Essentials for customer service excellence
- Essential Customer Management Skills for today’s work environment
- Building Credibility by Managing Customer Expectations
- Strategies for Dealing with Challenging Customers
- Managing Conflict with Professionalism Under Pressure
- Understanding Personality types in communicating with customers
- Customer Communication Channels and the Power of Words
- Telephone etiquette
- Effective Listening
