EFFECTIVE CUSTOMER SERVICE WORKSHOP
Human Capital Simply Inspired
@
WEST AFRICAN INSTITUTE for PUBLIC ADMINISTRATION (WAIPA)
RATIONALE
Today’s business environment is more competitive than ever. With lower start-up costs and increased technology-lowering barriers of entry, every company face a larger number of competitors all scrambling to establish themselves in the market. Regardless of whether a company is an established firm or a start-up struggling to grow, key differentiators are required to make an organization stand out from the pack. One of the most important differentiators is the level of Customer Service and Satisfaction you are able to provide through every Customer Representative in your company. Given that Customers have more choices, Customer Service has a direct effect on whether your company will struggle or thrive during economic slow-downs and recessionary times or not. The ability to turn every interaction into a positive experience will ensure that existing organisational success is protected and that new opportunities will enhance organisational growth.
Effective Customer Service is vital for all businesses, large or small. It can have a direct impact on customers’ loyalty and where potential customers choose to spend their money. Effective customer service brings about Effective customer satisfaction which would translate into repeat-business contracts and more revenue for an organisation. Therefore, this course will equip participants with the skills needed for effective and excellent customer services.
LEARNING OBJECTIVES:
Personality Assessment Test: We conduct Personality Assessment Test on all our Course participants to help them understand their personality traits and dispositions.
At the end of the programme, participants in addition, should be able to:
- Uncover customer needs and establish rapport
- Listen to customer complaints and objections
- Acknowledge customer concerns
- Deal with the most difficult customer satisfaction issues
- Handle unreasonable expectations
- Guide customers through the problem resolution process
- Be proactive rather than reactive
- Show empathy and gain trust
- Gain cooperation from unhappy customers
- Work with colleagues and management to increase customer satisfaction
- Provide exceptional customer service to protect and expand organisational performance
COURSE CONTENT
- Identifying a customers’ needs and values
- Compassion for the Customer
- Setting standards and meeting customers’ expectations
- Listening and Problem-Solving Skills
- Steps to Problem Solving
- Communication and Telephone Skills
- Dealing with difficult Customers
- Handling Tense, Stressful and Multi-Tasking Situations
TARGET AUDIENCE
Customer Service Managers, Front-line Employees and Supervisors and Anyone who deals directly with a business or organisation’s customers.
FEES
The course fee of N120, 000 (Discounts may be given for large numbers in excess of 100 delegates) covers:
- Personality Assessment Test
- Course materials
- Writing materials
- Tea break and Snacks
- Lunch Break
- Workshop bag
- Examination/Tests (where applicable)
- Evaluation of Course Content, Facilitators, Venue etc.
- Report of the Course
- Certificates
TRAINING VENUE: West African Institute for Public Administration
TRAINING FORMAT
Out training is participant-centred and less tutor-centred (80% Androgogy and 20% Pedagogy) and will be delivered using lectures, case studies, syndicate group discussions, question and answer sessions.
CAPABILITY STATEMENT
Our capability statement featuring our recent clients is attached with this proposal.