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GANNETCITY INFO-TECH AND BUSINESS MANAGEMENT ACADEMY
9TH FLOOR, CSS BOOKSHOP HOUSE, 50/52 BROAD
STREET, CMS, LAGOS
Customer Service Training
Course Overview
The Customer Service Certification provides the foundation
for quality customer service with modules providing
guidelines, various hands-on and interactive scenarios to
develop the foundation customer care skills needed to
provide excellence in service.
Who Should Attend:
This course is recommended for secretaries, front desk
officers, marketers, service agents, front-line workers,
managers, supervisors and business professionals and owners
Prerequisites:
This course is designed for everyone interested even with
little or no experience
What You Will Receive:
Students will receive an official course manual for post
class reference and review, Certificate of participation and
Refreshments
What you will learn:
• How to Provide exceptional customer service that achieves
results and gets noticed
• Adopt the skills and techniques that routinely deliver
positive customer experiences
• Maximize the value of your customer interactions
• Deal effectively with difficult customers and turn
complaints into opportunities
• Contribute to a customer-centric culture and achieve
greater personal growth and customer satisfaction
• Demonstrate a positive, confident and professional
approach with internal and external customers
• Connecting with the emotional aspects of the customer
experience
• Assessing customer expectations
• Modelling effective responses to typical customer service
scenarios
• Handling customer complaints and difficult situations
• Putting the customer first in a simulated situation
• Creating a personalized post course action plan
Course Outline
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Customer Service
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Building blocks of service excellence
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Body language
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Handling difficult customers
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Effective Communication
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Customer service opening and follow up lines
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Active listening skills
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Online and Offline services
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Customer Service to Internet visitors and
customer
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Role plays |
Call Centre Service and Mgt
How to place calls
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Receiving Calls (Opening and follow up lines)
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Body language in phone conversation
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Get familiar with call centre equipment and
technology
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Online Chat/support via live chat with web
visitors
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Internet browsing and searching Skills
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Scripted Responses for fast and efficient
online chat |
Time Management Strategies
• Time Management
• Taking Control Of Your Time
• Time Analysis: Task Identification
• Task Analysis
• Personal Suitability
• Efficiency
• Task Analysis
• Task Prioritization
• Relative Importance and lots more |
Duration: 5 days
Venue: Gannetcity Consulting Limited, CSS Bookshop
House, Broad Street, CMS, Lagos Date: From 14th
– 21st Dec. 2011.
For registration and training fee information
please text your name and email to 08123436981
Apply Online
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