SERVICE EXCELLENCE & CUSTOMER SUCESS MANAGEMENT

Date: Saturday 9th & Sunday 10th May 2020
Venue: Ikeja, Lagos

 

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COURSE OUTLINE

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Understanding the imperatives of an excellent service culture

  • Value components of an excellent service culture
  • Incubating an excellent service culture
  • Entrenching an excellent service culture

Optimizing The Customer Journey

  • Customers Journey Mapping
  • People-Process Alignment
  • Identifying critical service points
  • Identifying and removing critical service impediments

Creating the WOW Effect

  • Envisioning the Wow
  • Understanding your Compelling Value Differentiation
  • Communicating the Wow
  • Executing the Wow
  • Promoting the wow

Dealing with Challenging Situation

  • Customer dissatisfaction
  • Handling a complaint
  • Service recovery
  • The value of customer feedback
  • Asking the right questions
  • Presenting information to customers

Planning for Service Improvement

  • Envisioning the Wow
  • Communicating the Wow- Understanding your Compelling Value Differentiation
  • Executing the Wow
  • Promoting the wow
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Ikeja -Lagos, Nigeria[/woodmart_info_box][woodmart_info_box woodmart_color_scheme="light" image_alignment="left" img_size="30x30" woodmart_css_id="5d7e95109b20a" svg_animation="no" info_box_inline="no"]09070047690
 09070047683[/woodmart_info_box][woodmart_info_box woodmart_color_scheme="light" image_alignment="left" img_size="30x30" woodmart_css_id="5d7e95372a6e3" svg_animation="no" info_box_inline="no"]academy@academy.salesruby.com
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CLIENTS

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