₦airaland Forum

YFY2017:
CUSTOMER SERVICE TRAINING IN LAGOS - ESSENTIAL SKILLS IN CUSTOMER SERVICE

Course Overview
The ability to provide great customer care service is the difference between gaining and keeping a customer and losing one. The importance of dealing with customers efficiently and effectively is often underestimated. This course provides the tools and techniques to ensure you maintain an excellent relationship with your customers so that they will keep coming back for your product or service.

Course Objectives
Participants will be able to attain:
⦁ Clear communication skills
⦁ Enhanced customer service delivery
⦁ Ability to provide solution at first contact
⦁ Persuasive skills
⦁ Understanding how your role impact the organisation
⦁ Organisational management skills
⦁ Ability to influence customer preference
⦁ Managing customer waiting time
⦁ Ability to empathize
⦁ High emotional intelligence
⦁ Problem solving skills

Course Content
Day one
⦁ What is Customer Care and why is it important?
⦁ The benefits of improved customer service
⦁ How to identify key customers and stakeholders
⦁ Establishing the key priorities and preferences of your customers
⦁ Understanding the impediments to better customer service care and how to eliminate them
⦁ Expected and Exceptional service

Day two
⦁ The three elements required for customer care
⦁ The importance and impact of communication in customer facing relationships
⦁ Recognising your own communication style
⦁ The 3 Vs of communication and the impact on customer interaction
⦁ The building of rapport through active listening and support

Day Three
⦁ Telephone etiquette – the do’s and don’ts
⦁ Using communication skills when meeting a customer face-to-face
⦁ The fundamentals of assertive behaviours in customer situations
⦁ The four steps of developing more assertive behaviours
⦁ Delivering difficult messages
⦁ Practice sessions and scenarios

Duration: 3days
Fee: N85,000 per participant
Venue: Gallery Floor, Suite 3, VGC Mall, Lekki, Lagos
Certificate will be issued to participants

Who should attend?:
⦁ Graduates, Undergraduates, Youth Corps Members
⦁ Everyone who interacts with customers internally and externally
⦁ Customer Care Representatives
⦁ Executives, Managers, Supervisors

For further Enquires:
Call: 08023033713 or 09090009471
Email: info@yfyservices.com
Website: www.yfyservices.com

YFY2017:
CUSTOMER SERVICE TRAINING
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