Achieving Excellence in Customer Services/ 24-Sep-2018 - 28-Sep-2018

Achieving Excellence in Customer Services

Bankers Committee members pay N 123,465.00 only

Background

To compete successfully in today's challenging environment, organizations need to create and sustain customers' loyalty by delivering remarkable and outstanding service. This course has been designed to equip participants with the requisite tools for delivering excellent customer service.

Target Participants

Senior and Middle-level Managers in Banking, Insurance, Mortgage Institutions, Pension Funds Administration, Microfinance and other companies within the financial services sector, as well as those who examine, control and/or regulate these organizations.

Objectives

At the end of the course, participants should be able to effectively:

  • Identify customers' requirements, and expectations
  • Discuss the variables that are critical for achieving service excellence
  • Establish and manage an effective customer service system
  • Measure customer satisfaction

Contents

  • The Service-Profit Link
  • Pillars of Customer Service
  • Customer Identification: Market Segmentation/ Targeting
  • Creating Customer Value: Product Development and Marketing
  • Integrating Marketing and Operations for Service Excellence
  • Developing a Customer-Oriented Organizational Culture
  • Mobilizing People for Service Excellence
  • Leveraging Service Delivery Through Information and Communication Technology
  • Handling Difficult Customers & Measuring Customer Satisfaction
  • Service Audit and Service Recovery

For more information: call Sena: 0803 712 0687 or Email: sayodeji@fitc-ng.com

Register Now

If you would like to attend this training programme, please fill the form below and we will contact you as soon as possible. You can also pay for courses online.




Our learning sessions are unique in 4 ways

  1. Programme design & delivery recognize the needs of adult learners in career
  2. Experience sharing by practitioners, with well over two decases of experience in areas relevant to course topic, whom we call "Programme Directors"
  3. Course delivery by practitioners based on conceptual research background
  4. The essence of our corproate brand and orientation within concept implementation thinking

The fees cover tuition, course materials, group lunch, tea/coffee and snacks but EXCLUDE accommodation.
Dress Code: Formal

Discount on Fees

3 participants 5% Discount
4 participants & Above 7.5% Discount


Payment of Fees

Payment of fees should be in cash or CERTIFIED CHEQUE/BANK DRAFT made payable to the FITC before the commencement date or on arrival at the venue.

Refund of Fees

Fees paid for participants who do not turn up eventually would be refunded, subject to deduction of 25% administrative cost.

Methodology

Formal lectures, case studies, participative group exercises and experience sharing.

Administration

The programme commences at 10.00a.m. on Monday, 9.00a.m other days and ends at 4.00p.m. daily.

In-plant Option

Do you intend to train more than 20 participants? Are you considering an in-plant option?
Please call us ☎


International Participants

International participants should please inform FITC of their attendance ahead of the programme, to enable us prepare airport pick-up for them.

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