PATHWAY TO BECOMING A CUSTOMER SERVICE MANAGEMENT PROFESSIONAL

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CENTER FOR LEARNING, JABI FCT-ABUJA

OVERVIEW

This course covers the basic skills and knowledge required for front line staff to successfully handle customer contacts by phone, email and face-to-face.

 Identify and meet customer expectations
 Communicate effectively with customers
 Manage customer perceptions
 Deal with different types of customers
 Respond effectively to in-person and telephone customer contacts
 Write effective emails and letters
 Manage stress

COURSE OUTLINE
  • 1. Introduction to Customer Service
  • 2. Communication Fundamentals
  • 3. Managing Customer Perceptions
  • 4. Responding Face-to-Face and by Phone
  • 5. Dealing with Different Customer Types
  • 6. Writing Effective Emails and Letters
  • Career Path:

    Banks, Micro finance, Schools, Hotels, Business outfit, Restaurant, Telecoms,  Insurance, Supermarket, Hospitals, Fashion Houses, Real estate etc

    FOR WHOM

    SSCE, OND minimum prerequisite.

    DURATION

    1 Month

    FEE: 20,000

    OVERVIEW

    Interactive course, to develop team leaders and managers who need to manage customer service effectively and proactively, through their team. Service Management focuses on creating a customer-focused culture and how to engage, develop and manage a team of customer service professionals. This course will equip you with the skills needed to be an excellent customer service manager. It would teach you how to identify your customers and their unique needs, how to communicate in an assertive manner, how to solve customers’ problems and how to turn an unhappy customer to your biggest fan. It is an excellent Launchpad into a fulfilling career as a Customer Service Manager.

     Develop customer-focused behaviors, skills and competence based on best practice
     Motivates individuals and teams to understand and exceed customers’ expectations
     Independent recognition of individuals’ professionalism
     Increased confidence and job satisfaction
     Keeps organisations and individuals at the cutting edge of
    customer service professionalism

     Build and develop consistent customer service culture across the organisation

  • Module 1: Introduction to Customer Service
  • Module 2: Customer Service: Communication Skills
  • Module 3: Customer Analysis: Knowing your Customer
  • Module 4: Calming Upset Customers
  • Module 5: Telephone Customer Service
  • Module 6: Internet Customer Skills
  • Module 7: Time Management Strategies
  • Module 8: Stress Management Strategies
  • FOR WHOM

    HND, BSC in any degree

    DURATION

    2 Month

    Fee: N70,000

    FIND OUT MORE

    We'll be happy to answer any questions

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