COMPETENCIES IN SERVICE STRATEGY

Tickets
From ₦ 220,000.00 to ₦ 300,000.00
Tickets ×
Live-Online Training:
₦ 220,000.00 220000.0 NGN
Classroom Training
₦ 300,000.00 300000.0 NGN
Live-Online Training: N220,000.00
Classroom Training: N300,000.00
3 - 4 participants: 5% discount
5 or more participants: 10% discount 

(Available also for Customised Training by Duration, Venue & Fee)


Programme Description

A customer service thought process that enables everyone participating in it to contribute to development of strategies regarding:

  • Understanding Customer Equity:
    • Customer value proposition
    • Customer bonding
    • Customer mind-share
  • What is changing in the business.
  • Where opportunities and options exist for the competence enhancement.
  • Agreement on service targets and specific actions.


Course Contents

DAY ONE

  • The Customer Perspective in the Balanced Scorecard
  • The Preliminary Questions:
    • Who are the customers?
    • Who’s bothered about service penalties?
  • Personal Attitudes and Customer Service Experience
  • Understanding the Eight Customer Types
  • Giving Random Experience
  • Giving Predictable Experience.

DAY TWO

  • Agreement on critical behaviours and customer service issues
  • Clarification of how sure employees are of what is expected of them
  • Clarification of the benefits accruing to all when the service behaviours is right
  • Clarification of the consequences to all of discrepancies in service behavior
  • Verification of what obstacles there can be to quality service performance
  • Finding out if by structure undesired service behaviours turn out to be rewarding directly or inadvertently
  • Checking for skill deficiencies in service delivery
  • Checking to see if particular service processes need to or can be redesigned
  • Checking on possible conflicting demands
  • Looking out to see that some company policies don’t turn out actually to be restrictive in service delivery.


DAY THREE

  • Long term relationship management
  • Communication skills for customer service:
    • Positive listening habits
    • Eye-contact
    • Body-positioning
    • Life-in-your-voice
    • Telephone manners
    • Equal-treatment
    • Thanking
    • Customer name recall
    • Customer-Feedback.


DAY FOUR

  • Service recovery skills
  • How service complaints arise
  • Auditing service quality
  • “Incident Review” as a learning experience
  • Customer follow-up.


Date & Time
Tuesday
February 11, 2025
Start - 8:30 AM
Friday
February 14, 2025
End - 3:00 PM Africa/Lagos
Location

Tom Associates Training

5/7, Alade Lawal Street, Opposite Anthony Police Station, Off Ikorodu Road, Anthony Village,
NG-LA
Nigeria
+234 817 859 1654
+234 809 276 3968 | +234 810 365 2225
tomassociatestraining@yahoo.com | info@tomassociatesng.com
Get the direction
Organizer

Tom Associates Training

+234 817 859 1654
+234 809 276 3968 | +234 810 365 2225
tomassociatestraining@yahoo.com | info@tomassociatesng.com