Course Objectives:
Organizations exist to meet the needs of customers. With the understanding that the customer is key to your business, this workshop is targeted at customer centric organizations who want to present a good company image and increase their bottom-line by meeting and surpassing the needs of their customers and employees. Participants will be taught practical techniques to develop a better understanding of their own behavior and communicate effectively for high level customer service.

Benefits of the Course:
At the end of the program, participants will be empowered to:
*    Understand the core components & practices of successful customer care.
*    Understand market place positioning to enhance their organizations profitability.
*    Understand the importance of developing & maintaining interactions with customers.
*    Implement a variety of methods to improve and manage customer service functions.
*    Develop & Implement relevant customer feedback mechanisms/strategies.

Course Overview:
*    Definitions and Concepts of Service
*    Understanding how customer service creates revenue
*    The internal and External customers
*    Importance of internal customer service
*    The customer service ladder
*    Customer service as a strategic imperative
*    Customer service recovery
*    Understanding customer service needs
*    Monitoring performance

Who should Attend:
*    Customer Care Personnel
*    Sales Personnel
*    Marketing Personnel

Venue:
Lagos, Nigeria

Date:
8th June, 2012

Course Fee:
N85, 000.00 (Exclusive of VAT)