Attend the Xcel Consulting's Customer Service Training in Conjunction with NTN Associates and be Certified TODAY!!!

Synopsis: The continuous existence of any company is dependent 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:
Develop strategies for building customer’ s loyalty for its products and/or service
Set and maintain quality service delivery standards.
Have an understanding of skills needed for delivering excellent customer service.

Course Contents
1. Defining Customer Service
2. What does great service look like and feel like?
3. Sharing our own experiences of good and bad service
4. Responsibility for customer service
5. Stepping into your customers’ shoes
6. Handling customer enquires
7. Customer contact model and service standards
8. Creating lasting first impressions
9. Building and maintaining rapport
10. Using positive language and tone of voice
11. Establishing customer needs and responding to requests
12. Questioning
13. Active listening – including taking notes
14. Summarising
15. Handling work based customer requests
16. Identifying challenging customer requests
17. Responding to challenging customer requests assertively
18. Service recovery
19. Turning disappointment into delight
20. Identifying the nature of customer complaints
21. Responding to customer complaints
22. 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.

Venue: Citrus Training Center, 3 Faramobi Ajike Street, Off Bush Street, Anthony Village Lagos State.

Fee: 25,000

Training Schedule & Date: Friday, 8th July, 2016. 10:00AM - 5:00PM