Topic: Customer service training

In today's highly competitive business environment employers are looking for employees that would deliver world class customer service to their current and potential customers. If you currently work or seek a career in a customer service position or interface with customers ( internal or external) this training programme will equip you with knowledge and skills to deliver exceptional customer service first time and every time.

COURSE CONTENT:

• Understanding Customer Service
• Customer Service Principles
• Benefits of exceptional customer service
• Identifying customer’s expectations
• Listening and Questioning Skills
• 7 C’s of Customer Service
• 3 R's of Customer Service
• Identifying "Blocks to Excellent Customer Service
• Handling Irate Customers
• Building ‘Emotional Bank Accounts’ with customers
• Turning complaints into opportunities
• Effective Telephone Techniques
• Speed in Customer Service
• Service Recovery
• Do’s and Don’ts in Customer Service
• C.V writing for a customer service role

FOR WHOM:

• Marketing Executives
• Customer Service Officers
• Sales Executives
• Call Center Representatives
• Client Service Officers
• Relationship Officers
• Front Office Staff
• NYSC Members
• Job Seekers
• Every one that deals with customers, either internal or external, face- to- face, or over the phone.

TRAINING METHODOLOGY: This training has been designed to be highly interactive. Training will be delivered via lectures supported by group discussions, case study analysis and role plays.
DATE: Saturday, 17th August, 2013
TIME: 9am- 5pm
VENUE: COMMUNITY DEVELOPMENT FOUNDATION TRAINING CENTRE, CMD ROAD, IKOSI GRA, BESIDE CALEB SCHOOL, MAGODO, LAGOS.
FEE: N10,000 per participant.

This fee covers course materials, refreshments & certificate.
Payment is to be made in favour of SERVICE SKILLS LIMITED into Diamond Bank Account No: 0030545943 and teller presented on training day. Payment can also be made on training day for preregistered participants.

REGISTRATION: To register for the training send an email to [email protected], [email protected] or send text /call to 08020579428. Registration closes Thursday, 15th August 2013.

LIMITED SEATS AVAILABLE