MASTERING  FRONTLINE CUSTOMER SERVICE EXCELLENCE

      9^th-10^th April, 2026                                                                                                    17^th-18^th June, 2026

     27^th– 28^nd August, 2026                                                                                              10^th-11^th November, 2026

Introduction

 Customer service is the support and assistance a business offers to its customers before, during, and after a purchase. It’s a key factor in a business’s success, as it can lead to customer loyalty and satisfaction. Customer service includes actions such as offering product suggestions, troubleshooting issues and complaints, or responding to general questions. Good customer service helps them have an easy and enjoyable experience with your brand. It’s more than solving a customer’s problems and closing tickets .

Customer service etiquette refers to how a customer service professional uses good manners to demonstrate professionalism with customers. Good etiquette demonstrates effective interpersonal skills, which can help service professionals make a positive impression and deliver a high standard of service. Principles of good customer service such as listening, understanding your customer’s needs, thanking the customer and promoting a positive, helpful and friendly environment will ensure they leave with a great impression. A happy customer will return often and is likely to spend more.

Course Contents

• What is customer service?
• Why do you work?
• Determining your personal vision
• What am I responsible for? – Job Descriptions
• Why is customer service important?
• What is quality management?
• Customers- our life line
• Product differentiation
• Customer needs
• Understanding your customers- questioning techniques
• The communication process
• Verbal vs. nonverbal communication
• Listening skills
• Transactional analysis: understanding how to communicate effectively
• The Phone call
• Conflict Resolution and dealing with difficult clients

Duration: Two (2) days                                                                                                         Fee: N180,000

For Whom:

Personal Assistants, Admin officers, Secretaries, Customer Service Staff, Receptionist, Front-Desk Officers, Call Handlers, Telemarketers, Supervisors, Team Leaders, Managers.