Customer Service & Experience Management Training

Introduction

Training and coaching for frontline staff, team leaders and managers is integral to enabling them to improve customers’ experience.  This course is to empower the staff and line of management with the necessary knowledge and skills that is required to keeping customers and understanding how to manage their expectations.

 

All staff with roles that involve customer contact – be that face to face, over the phone, by e-mail or web chat – can benefit from developing their ‘soft’ skills. And this will improve both their sales performance and their service performance. The course focuses on the core aspects of customer service and experience management in an organization.

 

The core topics covered are: Principle of customer service; managing business brand and identity, effective communication skills, customers’ engagement, and managing customers’ expectations.

 

Course objective

The participants will be able to apply their knowledge to promote the image and value of the organization, understand the importance of customers, meeting and exceeding expectations and in returns increase the organization profit on investment.

 

COURSE DETAILS

  1. The Basic Information

 

This Customer Service training could be scheduled for 1-day or 2-day program. and is designed for organizations that wants to develop their staffs’ skills and confidence in managing customers’ experience.

  1. The Training Methodology

The participants will receive notes and will interact with those notes during the course. However, our main approach to this course is facilitative and interactive. We also use a number of training tools, including videos, games, projects, case studies & thought-provoking templates, to enhance learning.

  1. Physical Arrangement

Roundtables are popular in trainings because based on the available number of tables, the size of tables and number of participant can be seated together. This layout allows smaller groups and more effective discussions and interactions among the groups. 4-5 chairs at each table creates a comfortable table grouping

  1. Number of Trainees

Limited between 20 – 25 trainees per session of training in order to ensure the effective learning environment.

 

WHO MUST ATTEND

Front desk, food and beverages and housekeeping staffs, marketers, line managers and other staffs that have face-to-face interaction with the customers.

 

INVESTMENT FEES (2-day Session)

N25,000 per participant for offsite training

N300,000 for 20 participants (in-house training)

N150,000 for 10 participants (in-house training)

 

We will also tailor the course content to suit your precise organization needs and budget. To speak to an advisor about your particular requirements, call our in-house team at 07081249797.

 

  • This proposal is valid for a period of 15 days.
  • This price includes certificates for the participants, tea break and launch

 

Cheques shall be made to ‘IIS Analysis & Implementation Ltd

 

 

Our experience

IIS Analysis & Implementation Ltd is a company that is committed towards creating a better experience for its clients. We focus on Customer Service and Experience management, training and consultancy. Our success has been a direct result of unwavering commitment to high service standards and fierce loyalty towards client. We position ourselves as strategic partners with our clients and always act in the interests of our clients, looking for ways to go the extra mile so as to bring more benefits to them than were contracted for.

Our identification with our clients’ objectives helps us to do the walking for them, but in their shoes, not ours. We believe in having ownership over every project as if we had a direct personal stake in it.

A list of some of our clients can be seen in Appendix 4. We have also included the biodata of some of our trainers in Appendix 5.

We look forward to working with you to achieve your development needs and do feel free to let us know how we can work in harmony with your objectives.

 

 

PROGRAM/Training outline

  1. Arrival & Registration of participants
  2. Opening remarks
  3. Introduction (The program, the participants)
  4. Principle of Customer Service
  5. Managing Business Brand And Identity
  6. Effective Communication Skills
  7. Customers’ Engagement
  8. Managing Customers’ Expectations
  9. Designing A Customer Service Model
  10. Training Evaluation
  11. Issuing Of Certificates
  12. Closing Remark

 

Our personnel

IIS Analysis & Implementation Ltd has a strong team of consultants, facilitators and researchers that can provide practical solutions to our clients’ needs. The principal consultant is:

 

IGE OLUSEGUN FRANCIS 
Olusegun Ige is an IT Enterprise and Customer Experience Specialist. He has more than 10 years’ experience in customer service and experience management. He started his career with Panabiz International, the Panasonic customer service centre in Nigeria as a customer service engineer, and later moved to a lead position. He left Panasonic to join BEC Suites, hospitality and logistic company as facility manager, in January 2009, Olusegun joined Dataflex Nigeria Limited as a partner where he is given the opportunity to handle the Chevron IT Service Desk project for 9 years. During his tenure with Chevron Nigeria Limited, he was in charge of the Helpdesk process improvement, change management, service delivery and personnel training. He has a wide experience in business need analysis, root cause analysis, and customer experience management.

He holds an honour degree in Electronics & Computer Engineering from Lagos State University. He is a Microsoft certified professional, he also obtained certificate in customer service management, business conducts and ethics, information risk awareness,  ITIL, Lean Six Sigma and cloud computing.

 

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