The next Certified Customer Service Workshop, organized by MCA Limited commences on August 27 - August 31 2012.
Venue is Global learning Centre located in Surulere, Lagos Nigeria.
Course fee is N7,500 for the one week program including tea, course materials and certificates.

Course Aims
This one-day training course enables delegates to understand the vital importance of customer service to any organisation and assists them to provide exceptional customer service, either themselves or through the actions of their staff.
Who Should Attend
Anyone who either directly comes into contact with customers, both face-to-face and on the phone, or who manages people who do.
Course Outline
Introduction and Course Overview
What is Customer Service?
• What is Customer service? • Why is it important? • What is in it for me? • Service as a philosophy • Exceeding Customer Expectations
Who Are Your Customers?
• Internal Customers • External Customers • VIP Customers • Customer Needs
Meeting Expectations
• Timeliness • Quality • Consistency • First Impressions
Standards
• Telephone Handling • Appearance of Facilities • Appearance of Self • Face to Face Contact
Communication
• What is Communication? • Barriers to Communication • How We Can Remove Barriers • Active Listening
Telephone Techniques
• Initial Greeting • Transferring Calls • Putting Callers on Hold • Taking Messages • Dos and Donts of the Telephone • Phrases to Avoid
Dealing with Challenges
• If You Do Not Know the Answer • When You Have to Say NO • When the Computer is Slow • Handling Unreasonable Expectations • Dealing With Skepticism • When the Information You Need is Not Provided
Dealing with Difficult People
• Coping Strategies: SOFTEN Acronym • Categories of People and How to Handle Them
Seven Steps to Customer Problem Solving
• Seven steps to Problem Solving • Problem Solving in Different Situations
The Recovery Process
• How to Recover and Build for the Future
Eliminating Customer Service Problems
• Critical Evaluation • Informal Surveys • Focus Groups • Nominal Group Technique • Cause and Effect or Root Cause • Brainstorming • Benchmarking
Doing Your Part
• Relationships • Clear Expectations • Communication Styles • The Power of Your Behaviour • Likeability • How to Feel Powerful in Your Position
A Personal Action Plan

For more enquiries, please contact info@medallionalliance.com or nxlevelconsult@yahoo.com.

New customerservice certified training coming up soon. Call us to find out more on 08055024019.