Outstanding Customer Relationship

Lagos Business School

How long?

  • 2 days
  • in person

What are the topics?

Lagos Business School

Disclaimer

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Marketing courses will plunge you into the vast field of marketing. In these courses, you will learn a variety of topics that cover each stage of runn...

Who should attend

Individuals from medium-sized businesses, NGOs and large corporates who have customer-facing functions with at least two years’ experience in a customer service role, serving end consumers and retailers and desire to:

To improve customer service

  • Inculcate service culture and deliver superior level of performance
  • Understand how to delight a customer
  • Provide insight into customer behavior
  • Create lasting customer satisfaction and return business
  • Convert satisfied customers into loyal customers and advocates of the company

About the course

Devising and implementing appropriate strategies for customer management and effective communication will create value for customers, achieve strategic company goals and ensure competitive advantage in the market place. The course is structured to provide participants with the essential tools for not only achieving breakthrough service, but also laying the foundations for an innovative, dynamic work culture tailored to the exacting needs of clientele. The focus is on managing customer expectation, delighting the customer, effective relationship management and understanding the barriers to delivery of outstanding customer service.

Programme

  • Role of Effective Communication in Customer management
  • Maintaining and Updating Database (to aid effective communication)
  • Creating and Communicating Value
  • Barriers to Value Creation
  • Best Practices around the World
  • Telephone Techniques

Managing Complaints and Feedback: Best Practices Worldwide.

  • Handling objections and complaints
  • Scenario (case study discussion)
  • Video presentation
  • Monitoring of complaints and compliments
  • Action guides for solving problems and taking corrective action

Key Learning Outcomes

  • improve your performance on customer service delivery
  • deliver superior customer service leading to customer delight
  • improve team work and synergy within various departments
  • achieve competitive advantage in the market where you operate
  • delight internal and external customers
  • become more productive and increase job satisfaction

Experts

Tayo Otubanjo

Dr. Tayo Otubanjo is a senior lecturer at Lagos Business School. He facilitates full-time and executive MBA modules in marketing management. He is a Visiting Research Fellow at Warwick Business School, University of Warwick (UK) and a Visiting Scholar at Spears School of Business, Oklahoma State ...

Ogechi Adeola

She started her career at Citibank Nigeria and spent approximately 14 years in the nation’s financial sector during which she garnered experience in strategy, product development, sales and marketing,customer serviceand customer relationship management, cultural change management, amongst others....

Anderson Uvie-Emegbo

Dr Anderson helps people and organizations grow. He does this as a global disruptive innovation consultant, teacher, in-house company business mentor and Intrapreneur. Since transiting from a career in medicine and surgery in 2007, Dr Anderson has become a proven disruptive global senior busines...

Videos and materials

Outstanding Customer Relationship at Lagos Business School

From  NGN 190 000

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Disclaimer

Coursalytics is an independent platform to find, compare, and book executive courses. Coursalytics is not endorsed by, sponsored by, or otherwise affiliated with any business school or university.

Full disclaimer.

Read more about Marketing

During Marketing courses, you will learn how to develop a business idea and create the right website to promote your product. You will gain the skills to analyze your business performance and make key decisions that improve the efficiency of your bus...

Because of COVID-19, many providers are cancelling or postponing in-person programs or providing online participation options.

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