Providing Extraordinary Customer Service

  • Start Date

    27 Apr, 2021

  • End Date

    30 Apr, 2021

  • Price

    ₦185,000

  • WiFi

    Free wifi

Event Details

By the end of the course, participants will be able to:

  • Inspire a service culture where professionalism and enthusiasm are fused together
  • Build on existing capabilities and re-focus attitudes and skills to proactively meet current and future challenges
  • Demonstrate what comprises an extraordinary service attitude and approach
  • Develop skills in communication and behavioural flexibility - dealing with different people and challenging situations
  • Enhance complaint-handling skills and understand how to turn the situation around to gain a positive outcome

 

COURSE CONTENT

Why extraordinary service?

  • Examples of how great service is being delivered
  • The level of service people expect and why the need to sharpen up is greater than ever

 

Who are your customers?

  • Classifying client types and levels of expectation
  • What are we going to change or improve

 

Perception – How People See Us

  • Impression – perception is everything – ‘moments of truth’
  • Process – managing the client is as important as results
  • Attitude – there is nothing so contagious as enthusiasm
  • The main differentiator is YOU

 

Skills for Personal Development

  • First impressions and how to make them
  • Telephone essentials & specific vocabulary
  • Questioning and building rapport
  • The use of ‘verbal attends’ and questioning skills to clarify
  • Four POWER points for astonishing influence and impact

 

Complaints or Resolving Issues

  • Why complaints are ‘GIFTS’
  • How the brain works when we are upset – what we do wrong even when trying to do it right
  • Recovery strategies when things go wrong
  • The 4 Levels of Service used by all top service providers
  • Coffee stains/Sacred cows
  • The Five Commandments of Service Superstars - the traits that make superstars!

 

FOR WHOM:

Customer Service Staff, Customer Service Agents, Reception Staff, Administrators, Call Handlers, Telemarketers, Consultants, Supervisors, Team Leaders, Managers.

 

TRAINING METHODOLOGY

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.

 

DATE:

1ST BATCH:                       27th – 30th April, 2021                    

2ND BATCH:                      24th – 27th August, 2021

3RD BATCH:                      23rd – 26th November, 2021

Other Dates

Start Date End Date
27 Apr, 2021 30 Apr, 2021
Start Date End Date
24 Aug, 2021 27 Aug, 2021
Start Date End Date
23 Nov, 2021 26 Nov, 2021
  • Venue

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

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