This training integrates customer service & client relationship management, with effective communication skills.
Lagos venue: 15 cooper road ikoyi Lagos
PH venue: Oil and Gas Business School
# 53 okporo road, off artillery junction, entrance by ecobank, near ofure specialist clinic, ph.
To register, send your name, discipline, location, title of training needed/date, & payment mode to ogbs  and call to confirm booking.
Module 1- introduction to customer service & effective communication
Importance of customer service;
Underating customer complain;
How do you define service?
Who are your customers?
Customer service and contact;
External & internal customers;
Customer friendliness and approach.
Communicating with the customer
Module 2- what customer service means
What effective communication means
Have no choice-monopoly
Module 3: customer service qualities
Five basic customer qualities;
Simple action huge returns;
Appearance; visual perception; smiling; eye contact; handshakes, attentiveness, voice tone; gestures, personal space; posture, observation.
Module 4- telephone communication/conversation and e-mails
Pitch, telephone etiquette, answering, asking, trouble shooting, transfering a call, offering, help, ending a call, e-mailing.
Module 5- first impressions and responses
Trust, do’s and dont’s, saying no, i don’t know, you are right-that is bad; i understand, calm down, apology, i’m busy, call me back, that’s not my fault, you need to talk to my supervisor, when, helful reminders and polite responses.
Module 6- engaging with the customer
Practice what you preach, lame excuses, accountablity and satisfaction, listening, self control and solution, follow-up.
Module 7: solving the customer’s problem
Keypints, follow-up, active listening & communication, being sincere
Module 8: customare care
Initiating customare care, service traits to copy; benefits of good customer care; higher profits, return customers/loyal customers, recognition, less stress, enhanced brand.
Module 9: reception management- skills checklist approach
Checklist for receptionist, resume,communication, multitasking, prioritizing, organization, technical skills, interpersonnel skills, problem solving abilities, dependability, meeting and greeting, making appointments.
Module 10- customer service concepts
Customer service concepts - customer needs, expectations, perceptions and satisfaction; definitions of terms;
Maslow’s heirachy of needs- group 1,2,3,4 & 5 needs.
Module 11- customer relations and services
Custer relations, wants, needs, expectations, perception and satisfaction.
Module12- meeting customer expectations
Ways of meeting customer expextations; approach & respect, politeness, time management, enthustiastic, politeness, dedicated.
Module 13- exceeding customer expectations
The difference between acceptable and exceptional service
Module 14- repeat customer & loyalty
The value of repeat customers [life-time value of a customer to a business] and strategies to encourage repeat business; life time value, keeping customers; repeat customer benefits, customer loyalty programs, business benefits, benefits to the customer, types of loyalty programs- simple point. Tier & patnership.
Module 15- etiquette
Protol, courtesy, handshakes, bow, hug, cheek kissing, hand kissing.
Module 16- customer focus
Value the customer, solve problems, competitive differences, responsibility, appreciation, creating a demanding customer, iso 9001, managing moments of truth.
Module 17- service failure, recovery & customer satisfaction
Service failures, recoveries, encounters,
Service task, delivery & standards, recovery techniques, force majeurs.
Module 18- handling difficult customers
Initiative, anger management, reassring the customer,
Objectivity, re-assuring, dissatisfied customers, maintaining a positive attitude, smiling, no excuses, indecisive customers, patience, questioning and listening, guidance, rudeness, authority, professionalism, talkative, dominating, standard procedure, resolution, and good communication.
Module 19- communication skills: elements of communication; face to face communication; tone of voice; body language; verbal communication; physical communication; communication styles; the communication styles matrix; direct communication style; spirited communication style; systematic communication style; considerate communication style; direct style; basic listening skills; self-awareness; active listening; listening in difficult situations; effective written communication; when and when not to use written communication; formal communication; writing effectively; know your audience; organization of the message etc
Services Rendering at Client Location: Yes