Course Objectives:
Customer feedback reveals to an organization the impression that it has given to the public with regard to its products or / services. The “Customer Feedback” training will educate participants on the importance of gathering information from customers, and how this information can be used as a valuable tool for improvement and sustenance of business.

Benefits of the Course:
At the end of the program, participants will be empowered to:
*   Understand the concept and importance of customer feedback.
*   Improve existing system and bechmark against best practice standards.
*   Know the flow of customer feedback in an organization.
*   Understand social media and its effects on your business.
*   Implement social media strategies.

Course Overview:
*    Understanding your customers
*    Defining customer expectations
*    Importance of customer feedback
*    Introduction to complaints management
*    Sources of complaints
*    Satisfaction vs Loyalty
*    Levels of complaints
*    Complaints : Golden Opportunities for improvements
*    Metrics, measures and KPI’s for complaints
*    Analysis of complaints
*    Symptoms vs causes

Who should Attend:
*    Customer Services Staff
*    Account Officers
*    Relationship Officers

Venue:
Lagos, Nigeria

Date:
21st September, 2012

Course Fee:
N85, 000.00 (Exclusive of VAT)