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COMMUNICATION & CUSTOMER SERVICE SKILLS Active

Course Summary

Good communication and customer service skills is vital for all businesses, large or small. It can have a direct impact on customer’s loyalty and where potential customers choose to spend their money. Simply put, the higher quality communication and customer service you provide, the higher level of customer satisfaction you will enjoy, and that will translate into repeat business and more revenue. This training on communication and customer service from KEC introduces the basic concepts of communication and customer service and dives into effective communication and customer service techniques and practices. It also develops your ability to focus on your outcome, tune in to your customer and develop your message for clarity and impact, your ability to create an environment for open discussion and ongoing dialogue is crucial for business success. Be sure this course will increase your ability to exercise choice and control for every type of conversation with your customer, influence without authority, and improve quality of relationships with your customer thereby increasing your productivity. This training will benefit anyone who deals directly with a business or organization’s customers.

Outline:

  • Defining Communication & Customer Service
  • Customer Service: Communication Skills
  • Customer Analysis: Knowing your Customer
  • Telephone communication and Customer Service
  • Internet communication and Customer Skills
  • Stress Management Strategies
  • Handling customer enquiries and work based customer requests
  • The Communication Process & Building customer relationships
  • Establishing your Attitude
  • Establishing customer needs and responding to requests
  • Challenging Situations Understanding and Managing Conflict

Objectives of Programme

At the end of the Programme participants should:

  • Have well defined goals for more effective communications
  • Be able to Listen effectively, ask questions and summarise to respond fully to a customer’s request
  • Have adopted a consistent, professional style when speaking with customers
  • Be able to practise how to turn customer service disappointment into a positive experience
  • Be able to apply outstanding communication & customer service techniques to generate return business
  • Gain insight to connecting with customers online
  • Have developed communication skills in engaging with customers and handling their enquiries effectively
  • Have an understanding of other people’s communication styles and needs
  • Have the right customer service skill to communicate clearly
  • Have Identified ways they can add value to customer relationships and exceed expectations

Target Audience

This course is intended for:

  • Individuals wishing to acquire an insight into why they find it easier to communicate with some people more than others.
  • Newly employed customer service representative as well as those wanting to know their colleagues better.
  • Service professionals working in service related functions that want to improve their communication and customer service skills.

Contact details: 08113898190 or 08155140489

Email: training@knowledgeexchangecentre.org

Course Fee: =N=20,000 which covers

  • Registration
  • Training materials
  • Certificate of Participation
  • Light refreshment
Facilitator: Maria Glover
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  • I am so glad I didn't miss out of this opportunity to learn at KEC - (Business Accounting) Eyide Onyeka

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  • The training was very interesting and impactful and refreshed my memory to lot of things I have forgotten (Business Accounting) Ochala Margareth

  • "It was a knowledgeable experience and different perceptions of various individuals presented itself."

    Ex-Student (COMMUNICATION & CUSTOMER SERVICE SKILLS)

    Isegen Henrietta Thalatu

  • "An eye opener and sharpener of what I know and has made me happier now in class and I hope for greater joy in futuristic achievement. Everything was just on point for the training."

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    Orowale Adeshina

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    Orowale Adeshina

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