Creating Positive Customer Experience (Offline Course)

Creating Positive Customer Experience (Offline Course)

Course Description

Overview:

Customers truly provide the sources of the lifeblood for any business. But truly also, not all customers of any business are created equal. Some require more attention than others. By gaining insights on needs, preferences and behaviours, management of customer experience journeys can be optimized at critical touch points.

Course Outlines:

  • The Basics of Customer Psychology
  • Managing the Eight Different Customer Types
  • Understanding Customer Relationship Management
  • Responsiveness and Time management
  • Interpersonal Communications
  • Team spirit
  • Knowledge of Internal-Customer concept
  • Defining Customer Experience
  • Definition of Exceptional Service
  • Emotional Intelligence in Service
  • Add Emotional Value to Service
  • Personal Technique for Maximum Emotional Connectivity.
  • Recover Dissatisfied Customers
  • Understand that service glitches can be an opportunity to build loyalty.
  • Learn how to create an open communication with customers
  • Understand that your reactions will project your Feelings to the customers
  • Know How Best to Act Upon Complaints
  • Achieve Customer ‘Feel Good’ Goals.

 

Course Outcomes:

The training will enable employees to relate effectively with both internal and external customers and across every touch points regarding their key result areas especially in critical ones like:

  • Team spirit
  • Knowledge of Internal-Customer concept
  • Responsiveness and Time management
  • Personal initiatives
  • Interpersonal communications

About Instructors

Training Dates

Lagos: July 16-18

Abuja: September 17-18

Who should attend?

Customer service representatives, technical and support personnel, field service representatives, account managers, credit and billing specialists, small business owners—as well as managers who want customer service training in order to reinforce their skills and train their staffs.

About Instructors

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