Creating and Maintaining Customer Satisfaction

Teacher

Admin22

Course description and benefits

This course is designed to provide marketing practitioners, entrepreneurs and employees in customerfacing roles with the skills and knowledge required to maintain a strong base of satisfied and loyal customers. Group discussions, case scenarios and role-play will be used and the course content can be tailored to each individual client or company. Participants will adopt a more customer-centred approach to ensure customer satisfaction and business profitability.

Who will benefit

Customer service trainers
Customer service managers
Customer service team members
All businesspeople
Customer complaint department leaders and team members
Middle-cadre officers
Business people (to CEO level)
NGO executives
Trade union officials
Corporate administrators
Communication/information officers
Human resources managers
Management consultants
Other interested stakeholders

Course outline

Customer behaviours
Customer service and customer care
Customer feedback
Effective complaint handling procedures
Understanding and exceeding customer expectations
Management of internal customers

Course outcomes

On completion of this course, participants will:

Be able to build rapport with customers.
Have a clearer understanding of customer satisfaction.
Learn skills necessary to create a positive experience for the customer.
Be grounded in techniques for effective customer complaint handling.
Know effective questioning techniques to clarify customer needs.
Understand how to use different levels of communication and identify parent/child/adult dynamics in a call.

Course format

The course is a combination of classroom time and learning workshops. Classroom sessions are intensive and participative and will include a variety of approaches such as lectures, group discussions and practical exercises. A number of guest lecturers will also make presentations, aiding the overall learning experience.

Presenters

Course presenters will include top-level experts from various sectors.

Course materials

In addition to comprehensive course notes, participants will be provided with course bags, core textbooks and a notebook.

Tea break and lunch will also be provided.

Venues	Dates	Cost
Dublin	11-15 December	$3,920 per participant
London
Dubai	8-12 May	$3,920 per participant
Local (Nigeria)	17-21 July 11-15 September 23-27 October	N275,000 inclusive of VAT per participant