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Customer Service Excellence

Next Start Date : No new date. Check back later.

Seating Capacity : 25

Venue : OGS Knowledge Centre

Course Fee : N105,000

Duration : 2

City : Lagos

Other Upcoming Dates : No more date was found for this course on the calendar.

Course Overview

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What Is Your Organisation’s Customer Service Index?

No matter how good you and your people are, or how good your products/services are, you will occasionally encounter an angry customer. And a reasonable, happy customer who gets angry may transform into an irate fellow, bent on your destruction. Sometimes they come demanding immediate satisfaction, and at the same time wanting to pull the roof down!

How do you talk them down? How do you turn an angry customer’s complaint into cash? More importantly, how do you build the culture of service excellence, so that you can minimize service failures?
If there is one thing successful companies in all industries have in common, it is the careful attention to excellence in customer service.

This course teaches participants how to develop and propagate the philosophy of superior customer service throughout the organization. Using our unique and proven methodology, we will show you how to deliver customer service that delights your clients and get them doing more business with you – always!

Practical video examples, role plays and case studies are used to facilitate the learning outcomes. The course includes a free assessment of participants’ customer service potentials using Customer Service Profile™ from Profiles International Inc.

By attending this course, participants learn to:
Develop and propagate the philosophy of superior customer service throughout the organization. 
Deliver customer service that delights your clients and get them doing more business with you – always!

1.Contribute to shaping your organisation’s service philosophy
2.Understand the drivers of  customer service excellence and how to apply them 
3.Learn how to apply a variety of emotional and social intelligence techniques that enhance your customer engagement ratings
4.Learn how to turn customer complaints to cash – and keep them coming!
5.Expand your perception of customer service to delivering exceptional internal service to your colleagues
6.Discover why customer satisfaction surveys don’t always work!
7.Develop a personalized KiSS Plan for delivery customer service excellence at work

• Introductions
• Your Customer Service Experience 
• Customer Service - Why it Matters
   o The Service-Profit Chain 
   o Service as a Differentiator
• Service Concepts & Frameworks
   o Perceptions and measures of customer service
   o Customer Service touch points
   o The Service Triangle
   o Customer Experience – Moment of Truth
   o Elements of Service Excellence
   o Drivers of Service Excellence
   o Service Quality Gaps
   o Effective Service Recovery
   o Customer Experience Management
   o Customer Life Time Value
• Psychology of Customer Service
   o My Brain Colour Introduction
   o Essential Behavioural Skills
   o Customer Service Profiling
• Applying Emotional Intelligence in Customer Service
   o Emotional Self Awareness  & Self Management
   o Social Intelligence & Relationship Management 
• Applying Creative Problem Solving  in Customer Service 
• Service Excellence Workshop
   o Turning complaints to cash!
   o Customer satisfaction surveys
   o Customer relationship management
   o Online customer service delivery
• What I Didn’t Know
• What I’ll Do
• Recap & Close

Emmanuel Emielu, MSc, FCMI, CIPM (Managing Partner, Oil & Gas Soft Skills Ltd. )
Emmanuel is a Certified Emotional Intelligence trainer, and worked for Halliburton Energy Services for several years in key management positions covering marketing, training, and sales.
He is a member of the Society of Petroleum Engineers (SPE), and Fellow of the Chartered Management Institute, UK (FCMI). He has over thirty years of diverse business and leadership experience, and is an alumnus of the Lagos Business School Senior Management Programme (SMP). 

N105,000.00(Exc VAT)
(Available for in-house and customized delivery. Call for details.)