TOTAL CUSTOMER SERVICE (TCS)

'Service Added' is the new buzzword. The battlefield for achieving true competitive advantage in every industry from steel to retailing is Customer Service. In today's marketplace, product differentiation and price no longer work the magic. Companies in every industry are discovering that there is only one primary product – service. When do customers feel that they have received a good service? The business of service means focusing more on the Customer specifically and less on your sales quotas and accounting reports. Improved profits flow out of extremely satisfied customers who create more and more satisfied customers and goodwill.

Objective

  • At the end of the course, participants should be able to:
  • Put into practice, the true value of excellent service.
  • Deliver unparalleled Customer service.
  • Maintain unrivalled service.
  • Articulate the ten fundamental skills that deliver legendary service (see Content below).

Content

  • Total Commitment to Service.
  • Recovery Strategy for Dissatisfied Customers.
  • Continuous Improvement of Customer Service Strategies
  • The Art of Listening to Customers and Frontline employees.
  • Facilitating the changing role of Management in Communication.
  • Defining the Values and Principles of the Organization.
  • Providing Employees with Autonomy.
  • Measuring and Quantifying Customer Feedback.
  • Judging Performance by Quality of Customer Service.
  • Celebrating Achievements of Customer- Contact Employees.

Benefit

Target Population

This module is designed for:

  • Banks: Customer Relations Officers, Branch Managers, Accountants and Supervisors.
  • Hotels: Managers and Supervisors.
  • Industries: Marketing/Public Relations Managers, Sales Representatives and Agents.
  • Health Services: Senior Nurses, Matrons and Doctors.
  • Etc.

Modules

This programme will be conducted in three stand-alone modules.

  • Module 1 - Total Customer Service for Management.
  • Module 2 – Total Customer Service for Frontline Staff
  • Module3 - Total Customer Service for the Internal Customer
Three Intensive Days
N80,000.00/Participant/module (Excluding VAT).