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. PH candidates need to call to know their dates.
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