Overview

This course acquaints front line employees with the most up-to-date trends and approaches in customer care/service. It will provide solid grounding in customer service skills. The course covers a variety of true life scenarios encountered employees who deal directly with customers and equips you with the knowledge and skills to manage each situation effectively.

This course covers the global best practices for successfully handling customer by face-to-face, telephone and email contacts. It will align you with the best approaches that will enable participants fit seamlessly into the customer service culture of most organizations.

Course Objectives

  • Learn how to identify and meet a customer expectations
  • Acquire techniques for clear and concise communication
  • Learn how to deal with difficult customers
  • Learn telephone etiquette and how to use emails/letters effectively

 

Who Needs This Course?

  • Front desk employees
  • Marketing and sales staff
  • Team leaders
  • Supervisors
  • Public relations officers
  • Managers
  • Customers care staff

 

Course Content

  • Customers care fundamentals
  • Basics of communication
  • Managing Customer Perceptions
  • Dealing with Different Customer types
  • Telephone Techniques
  • Steps to Problem Solving and dealing with difficult people
  • Resolving Conflicts
  • Self assertion versus Confrontation

Course Structure

  • 16 Hours: Classroom (Saturday & Sunday)

Training Fee:

  • 16 Hours (Classroom)
  • N15, 000.00

Bank Details:

Account Name: Joint Professionals Training and Support International Limited

GTBANK: 0011418914

ZENITH BANK: 1012554608