It is countdown to the certified customer service manager training.
Less than 30 days to go! Do not miss this opportunity to enhance your managers.


find below the details of the course outline for your information.

Learning Outcomes:
1. Performance Management
i) Understanding customer service performance
ii) Setting performance objectives
iii) Monitoring, Evaluation and Reporting
iv) Reward and incentives for service professionals
v) Coaching Techniques for customer service managers and supervisors

2. Human Resource management
i) Motivating frontline service professionals
ii) Managing customer service Team
iii) Leadership theories
iv) Empowering service professionals
v) Resource planning, Forecasting and hiring

3. Customer management
i) Customer segmentation
ii) Understanding and managing key accounts Relationship management
iii) Customer emotional intelligence
iv) Customer loyalty, rewards, incentives and retention

4. Effective communication
i) Communication approaches
ii) Politeness theory
iii) Utilizing communication channels

5. Personal effectiveness
i) Time management
ii) Meeting management
iii) Prioritization

Date :16th & 17th march 2015

Training Venue: Bonjour Mes Amies Corporate Suites, No 20A Abibat Ajose Street, Zone A4 Ogudu GRA, Lagos Nigeria.


Hurry and register now!
For more information call Bukola|08032973843,08099451919