Delivering Excellent Customer Service


This is a course designed to provide all participants with a comprehensive overview of valuable tools and techniques for improving their productivity and increasing their ability to create better experiences for their clients.

Clients truly provide the sources of the lifeblood for any business. By gaining insights on needs, preferences, and behaviors, the management of customer experience journeys can be optimized at critical touchpoints. This course focuses on creating a customer service thought process that enables everyone participating in it to contribute to the development of customer acquisition and retention.


At the end of the program, participants should be able to:

■ Describe exceptional customer service

■ Identify its benefit on a personal and professional level

■ Recognize barriers to its delivery

■ Understand different customers behavior styles and how to adjust to each

■ Use and explain techniques for dealing with angry, upset or disappointed customers

■ Develop a personal action plan to improve their customer service skills.

■ Discuss best practices for delivering excellent customer service and provide a forum for articulating standards specific to the organization

■ Give guidance regarding professional appearance

■ Suggest language for welcoming guests, interacting professionally and closing conversation respectfully

■ Explain the place of body language and agree on what is appropriate


Frontline Customer Service Representatives (CSR), Team Supervisors, Department Managers, Account Managers, Field Service Representatives, Sales managers & Officers, Business development managers, Client service managers, Sales executives/Administrators, Sales canvassers/Merchandisers, Field sales representatives, Direct sales agents



■ Developing excellent communication skills

■Developing a relationship of mutual trust

■Adopting a problem-solving approach

■Customer Service Experience

■Calculating the lifetime value of your customer

■Exceeding customer expectations

■Creating the Customer Experience

■Presenting a positive first impression

■How To Handle VIP and Walk in Guests

■Taking responsibility for demonstrating customer care -Dressing for the Job

DAY 2 – Communicating Effectively with the Customer

■ Achieving results for the remote customer

■ Measuring customer satisfaction

■ Calming upset customers with active listening

■ Transforming complaints into opportunities

■ Generating useful feedback and learning

■ Turning a negative situation into a loyal customer

Setting and monitoring performance standards

■ Tracking progress with internal indicators

■ Enabling customers to express satisfaction

■ Constructing a customer service charter


■ Facilitator-led instructions Online & Offline.

■ Exercises and role play – Group and Individual.

■ Case studies.

■ Individual development plans.

■Practical Sessions, Group Discussions, Exercises, and role-plays.


■Course Fee: N50,000. Early Bird: 5% Discount. 5-10 Participants (5% discount). 11 or more participants. (10% discount). This covers Course materials and Certificates of attendance.


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