COURSE OVERVIEW
Any organization that wants to become successful, competitive and to remain successful must care for its customers and deliver excellent service. In today’s competitive environment satisfying customers’ needs, wants and expectations is a very important objective of any organization regardless of whether it is for profit or non profit. Customers drive the way organizations should conduct their businesses. Organizations must plan to deliver great service to the ever demanding and more enlightened customers. Poor customer service is very frustrating and cannot be tolerated. Leonard Berry (1995) wrote “Everyone loses when service is poor. Customers lose. Employees lose. Senior Managers lose. Suppliers lose. Shareholders lose. Communities lose. The country lose. Poor service has no redeeming virtue, nor does mediocre service for that matter. Service excellence is more profitable, more fun, and more conducive to better future.” Serious organization would not like to lose its customers, hence, the need to strategize on improvement of its service delivery through training among others.
WHO SHOULD ATTEND?
Suitable for all level of staff from directors to supervisors involved with customers services, sales and marketing, customer relationship management and other middle to senior managers whose work is closely related to providing customer services.
HOW PARTICIPANTS WILL BENEFIT
At the end of the course, participants will be able to:
• Apply customer service concepts to enhance organizational performance through customer service;
• Explain the importance of customers and their expectations;
• Apply customer service principles to develop and maintain customer service driven culture in their organizations;
• Identify and implement elements for great service;
• Apply techniques to enable the organization develop and implement effective complaints management system;
• Identify appropriate attitudes, methods and approaches for handling different types of customers;
• Evaluate and improve their interpersonal relationships as well as effective communication.
TOPICS INCLUDE
• Introduction to customer care: concept and practice; good and bad customer care;
• Making your customers feel special; role of service provider in excellent customer care;
• The concept of customer service in supporting the core business of the organization;
• Important framework (model) and approach in making the organization excellent in customer service how to inculturate service excellence in the organization;
• Customer relationships management;
• Creating customer service driven culture;
• Interpersonal and organizational communication skills;
• Management of customer complaints;
• Negotiation skills;
• Benchmarking;
• Customer service charter;
• Measuring customer satisfaction; | 
