Nigeriatraining:
Attend a 2 Days Professional Training in Customer Service by Xcel Consulting in April 29th & 30th, 2016

Synopsis: The continuous existence of any company is dependant on the acceptance of its product and/or services by its customers. Hence organizations must focus on developing customers’ loyalty.

Objectives: At the end of the course, the participants will:
Ø Develop strategies for building customer’ s loyalty for its products and/or service
Ø Set and maintain quality service delivery standards.
Ø Have an understanding of skills needed for delivering excellent customer service.

Course Contents
v Defining Customer Service

Thank you
o What does great service look like and feel like?
o Sharing our own experiences of good and bad service
o Responsibility for customer service
o Stepping into your customers’ shoes
v Handling customer enquires
o Customer contact model and service standards
o Creating lasting first impressions
o Building and maintaining rapport
o Using positive language and tone of voice
v Establishing customer needs and responding to requests
o Questioning
o Active listening – including taking notes
o Summarising
v Handling work based customer requests
o Identifying challenging customer requests
o Responding to challenging customer requests assertively
v Service recovery
o Turning disappointment into delight
o Identifying the nature of customer complaints
o Responding to customer complaints
o Introducing colleagues to resolve customer service issue

Target Audience:
Managers that oversees service delivery points, Middle level Managers and Customer Service Representatives

Benefits for attending any of our Training…
Participation in this course also entitles attendees to: having their CV inserted in the NTN Associates database and distributed to companies, organizations and head hunters, networking meetings with managers, professionals and entrepreneurs, a personalised monitoring and alerting service for the best job opportunities in Nigeria. Also, post training consulting 100% FREE with the instructor.

For More Information Call Us: 09084425164 or Visit: http://www.nigeriatrainingcourses.com/events/customer-service-training-4/