Tax Identification Number (TIN) : 18841631 

Venue: Lap New World Hotel Jabi Abuja & Online ZOOM : Date Feb 14-17  ; April 11-14; August 22-25 &  Dec 5-8   Fee: N245,000  Bank Details: Fontini Consulting Limited (ZENITH BANK PLC) Account Number 1013360718 ;Fund Transfer Sort Code 057151083 Discount Policy 3-5 Delegates 5% 6-10 Delegates 10%  Above 10 Delegates  20%



Why Attend

This programme aims at providing tools to focus on the important role of the individual in building client loyalty, creating a positive impression, from customer satisfaction to customer delight and contributing to a workplace service culture.

Programme Outcome

  • To impart learners with customer service knowledge and skills that will ensure attitudinal paradigm shift in the way they perform their day-to-day operations of the organization.
  • To build a customer centric culture amongst individuals thus impacting the entire customer handling processes and procedures.
  • To enhance learner’s ability to handle various customer types and behaviors.

Who Should Attend?

  • Customer services Manager
  • Front Office Manager
  • Customer services Trainers
  • Front Office Representatives
  • Bank Tellers
  • Call Centre Supervisors
  • Call Centre Representative
  • Sales Representative
  • Employees who interact with customers/Manage Interaction with customers

Course Highlights

  • Customer Experience Management
  • Attitude for the service
  • Customer needs and expectations
  • Essential customer handling skills and steps
  • Inbound and Outbound Telephone etiquette
  • Personal organization and branding
  • Creating a Positive and lasting impression
  • Creating loyal customers
  • Internal customer service
  • The 5Ps of customer service
  • Communication skills/Inter-personal skills
  • Managing customer complaints
  • Handling various customer Types and Behaviors
  • The Customer life cycle Management
  • Customer acquisition and Retention strategies
  • Service to sales

Benefits Of This Programme

  • Enhanced customer sensitivity and centricity in every touch point
  • Enriched understanding of key drivers to customer loyalty and retention
  • Return on Investment (ROI) as a result of improved customer relationship Management
  • Empowered workforce rich of knowledge and skills hence reducing unnecessary stress related to difficult customers
  • Improved employee motivation