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Achieving Excellence in Customer Service

September 25 @ 8:00 am - September 29 @ 5:00 pm

| N134,515

BACKGROUND:

To compete successfully in today’s challenging business 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; and
  • Measure customer satisfaction.

CONTENTS:

  • The Service-Profit Link
  • Customer Identification: Market Segmentation/ Targeting
  • Creating Customer Value: Product Development and Marketing
  • Customer Care and Imperatives
  • Integrating Marketing and Operations for Service Excellence
  • Developing a Customer-Oriented Organizational Culture
  • Mobilising People for Service Excellence
  • Leveraging Service Delivery Through Information and Communication Technology
  • Measuring Customer Satisfaction
  • Service Audit and Service Recovery
  • Developing self-awareness for excellence in service

 

For more information, please call Oluwalayomi on 08024776297 or Email: ooshagbami@fitc-ng.com

Details

Start:
September 25 @ 8:00 am
End:
September 29 @ 5:00 pm
Cost:
N134,515
Event Tags:
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Organizer

FITC
Email:
info@fitc-ng.com
Website:
www.fitc-ng.com

Venue

FITC House
164/166 Murtala Mohammed way Ebute-Metta,
Lagos, Lagos Nigeria
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