COURSE OVERVIEW
This course is designed to give participants the communication skills, negotiation strategies, and customer service best practices they require to take their organisation from good to great
COURSE OBJECTIVES
At the end of this training course, participants will be able to:
- Establish the importance of setting and reviewing customer service standards
- Design a social media plan to improve customer service support
- Demonstrate how to deal with difficult customers in a professional manner
- Utilise time management techniques and set SMART goals to increase productivity
- Develop an understanding of internal and external customer expectations
COURSE CONTENT
Module 1: Enhancing Your Customer Service Communication Skills
Module 2: Building the Foundation for Achieving Customer Service Excellence
Module 3: The 7 Customer Service Expectations
Module 4: Service Recovery: Handling Complaints and Upset Customers
Module 5: Principles of Persuasion and Professional Negotiation Strategies
Module 6: Focusing on Customer Service Excellence and Continuous Improvement
WHO SHOULD ATTEND?
Frontline Customer Service Representatives, Team Supervisors
Department Managers, Account Managers, Field Service Representatives
DATES: BATCH 1: Mar 20-23 BATCH 2: Sept 18-21 COURSE FEE: #185,000
Venue: Fired Up Consulting, Boat House, 21, Ogunnusi Road, Avis Bus Stop, Ogba Ikeja, Lagos
The ability to find, satisfy and retain customers gives every business an unusual advantage in the marketplace. It makes the organisation to enjoy an amazing competitive advantage. This course is designed to help you learn how to find and use the right information to understand what your customers want and what will delight them.
COURSE OBJECTIVES
At the end of this course, participants will be able to:
- Assess and review their value proposition for each core customer segment
- Understand Customer Relationship Management systems and their value in delivering consistency
- Understand the role and importance of Social Media in a customer-centric world.
- Evaluate customer feedback to fine tune their corporate systems
COURSE CONTENT
Module 1: Customer Management at the Very Heart of your Business
Module 2: Developing a Data-Led Strategy
Module 3: Customer Relationship Management
Module 4: Measuring and Monitoring Customer Satisfaction
Module 5: Excellence in Customer Management
WHO SHOULD ATTEND?
Managers and supervisors who want to improve customer relationships
DATES: BATCH
1: April 3-6
BATCH 2: Oct 15-19
BATCH 3: May 8-11
BATCH4: Nov 6-9
COURSE FEE: #185,000
Venue: Fired Up Consulting, Boat House, 21, Ogunnusi Road, Avis Bus Stop, Ogba Ikeja, Lagos
COURSE OVERVIEW
A customer-focused organisation is founded on the philosophy that long-term success is dependent on a commitment to customer satisfaction. This course focuses on what it takes to build the culture, the processes and the relationships that will lead to long-term growth and financial sustainability.
COURSE OBJECTIVES
At the end of this course, participant will be able to:
- Describe the importance of the leader as a role model for customer service excellence
- Establish the importance of setting and reviewing customer service standards
- Describe techniques to motivate teams and individuals for peak performance
- Evaluate surveys to accurately monitor customer satisfaction
- Design a realistic and challenging customer service employee training programme
COURSE CONTENT
Module 1: Creating a Customer-Focused Organisation
Module 2: Enhancing Leadership and Interpersonal Communication Skills
Module 3: Supervising the Four Personality Styles
Module 4: Setting Customer Service Policies and Performance Standards
Module 5: Building High-Performance Teams and Motivating Individuals
Module 6: Leading the Way to Superior Customer Service
WHO SHOULD ATTEND?
Sales Managers, Customer Service Managers, Team Supervisors, Frontline Customer Service Representatives
DATES: BATCH 1: June 12-15 BATCH 2: Dec 4-7 COURSE FEE: #185,000
Venue: Fired Up Consulting, Boat House, 21, Ogunnusi Road, Avis Bus Stop, Ogba Ikeja, Lagos
This course has been designed to help participants to better appreciate the art of service excellence and learn how to improve the quality of service delivered to customers. It has been designed to help customer service staff and support teams better appreciate the service concept and learn how to improve the quality of service delivered to their customers. It will also help participants appreciate that customer service is a key differentiating factor which sustains competitive advantage in the marketplace.
COURSE OBJECTIVES
At the end of the course, participants will be able to:
- Appreciate the service concept and important service operations issues.
- Learn the art of managing customer expectations and providing quality customer experience.
- Learn how to leverage on technology to deliver excellent customer service.
- Understand the needs of customers, manage the processes that deliver the services, and ensure business objectives are met.
- Learn practical strategies, tools and frameworks they can employ to understand, assess and improve the performance of their service operations.
COURSE CONTENT
Module 1: The Service Concept & Strategy
Module 2: Customer service leadership
Module 3: Developing an effective service operations
Module 4: Handling service failures and customer complaints
Module 5: Practical tips on how to provide outstanding customer services
Module 6: Technology and service tools
WHO SHOULD ATTEND?
- Service managers and service executives in companies or organisations who wish to strengthen their competitive position by improving their service delivery system.
- Frontline service executives, operations managers, and executives in the service delivery business.
DATES: BATCH 1: June 19-22 BATCH 2: Dec 11-14 COURSE FEE: #185,000
Venue: Fired Up Consulting, Boat House, 21, Ogunnusi Road, Avis Bus Stop, Ogba Ikeja, Lagos