Frontline Customer Service Excellence

  • Start Date

    17 Nov, 2020

  • End Date

    20 Nov, 2020

  • Price


  • WiFi

    Free wifi

Event Details

Participants will be able to define the key concepts associated with the Customer Driven Organization and be able to:

  • Understand the vital importance of the customer to any organization
  • See the value in having excellent service for both internal and excellent customers
  • Identify the factors that can prevent an organization from maximizing customer value
  • Understand how to critically look at the customer service levels and to establish if the organization is truly customer driven.
  • Identify different customer types and interact appropriately with them



  • What is customer service?
  • Why do you work?
  • Determining your personal vision
  • What am I responsible for? – Job Descriptions
  • Why is customer service important?
  • What is quality management?
  • Customers- our life line
  • Product differentiation
  • Customer needs
  • Understanding your customers- questioning techniques
  • The communication process
  • Verbal vs. nonverbal communication
  • Listening skills
  • Transactional analysis: understanding how to communicate effectively
  • The Phone call
  • Conflict Resolution and dealing with difficult clients



Personal Assistants, Admin officers, Secretaries, Customer Service Staff, Receptionist, Front-Desk Officers, Call Handlers, Telemarketers, Supervisors, Team Leaders, Managers.



The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.



1ST BATCH:              6th – 9th April, 2020             

2ND BATCH:             18th – 21st August, 2020

3RD BATCH:             17th – 20th November, 2020

Other Dates

Start Date End Date
06 Apr, 2020 09 Apr, 2020
Start Date End Date
18 Aug, 2020 21 Aug, 2020
Start Date End Date
17 Nov, 2020 20 Nov, 2020
  • Venue

    Alpha Partners Professional Training Conference Centre. 200, Muritala Mohammed Way (3rd Floor), Yaba Lagos.

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