Mastering Customer Service Excellence
Practical training in Abuja; Certificate by The Fordax Business School, Nigeria.
- Discover the secrets to enhancing your customer service skills and delivering excellent service with the Fordax Business School's customer service program
- Our program is outstanding globally, you can be sure that you are receiving top-notch training that rivals the best in the world.
- You'll learn a range of skills, including how to think critically, analyze complex problems, and communicate effectively with your clients.
1: Introduction
- What is customer service delivery?
- State of customer service delivery in Nigeria (research)
- Why we have terrible customer service delivery in many businesses?
2: Understanding Customer Needs
- Importance of understanding customer needs
- Techniques for identifying and anticipating customer needs
- Empathizing with customers’ concerns
- Delivering personalized solutions that exceed customer expectations
Case Study 1: Zappos / Case Study 2: Ritz-Carlton
3: Communicating Effectively
- Importance of effective communication in customer service
- Active listening techniques
- Clear and concise messaging
- Adapting communication style to different customer personalities and preferences
Role plays / Case Study 1: Apple / Case Study 2: Disney
4: Managing Difficult Situations
- Handling customer complaints, conflicts, and difficult behavior
- Turning challenging situations into opportunities to build trust and loyalty
- De-escalation techniques
- Resolving customer issues in a timely and effective manner
Role plays / Case Study 1: Amazon / Case Study 2: Southwest Airlines
5: Building Customer Relationships
- Understanding the importance of building strong customer relationships
- Effective follow-up techniques
- Collecting feedback and using it to improve customer service
- Creating customer advocates
Case Study 1: Nordstrom / Case Study 2: Zillow
6: Ethics And Professionalism In Customer Service
- Ethical considerations in customer service
- Professionalism in customer service
- Conflict of interest and ethical dilemmas
- Handling confidential and sensitive customer information
One of the key advantages of the Fordax Business School’s customer service training program is its rigorous curriculum, which is designed to provide students with a deep understanding of the principles and practices of customer service. The program covers a wide range of topics, including customer experience design, customer relationship management, service operations management, and service quality management.
Another important aspect of the program is the quality of the faculty. The school’s customer service faculty includes some of the most respected and experienced professionals in the field, who bring a wealth of knowledge and expertise to the classroom. The faculty is dedicated to providing students with the best possible learning experience, and they work tirelessly to ensure that students receive the support and guidance they need to succeed.
The Fordax Business School’s customer service training program also includes a comprehensive examination process that is widely recognized as one of the most rigorous in the industry. The Customer Service Certificate Exam (CSCE) is designed to test students’ knowledge and understanding of the principles and practices of customer service, and it is widely regarded as a benchmark for excellence in the field.
The CSCE is a challenging examination that requires students to demonstrate a deep understanding of the concepts and principles of customer service. The examination includes a range of question types, including multiple-choice questions, case studies, and essay questions, and it is designed to test students’ ability to think critically, analyze complex problems, and apply their knowledge to real-world situations.
The CSCE is a rigorous examination that is well-regarded in the customer service industry. Its challenging nature ensures that only the best and most knowledgeable candidates are awarded the Customer Service Certificate, making it a valuable asset in any customer service professional’s resume.
One of the key features of the CSCE is its focus on practical skills and real-world applications. The examination is designed to evaluate not only students’ theoretical knowledge of customer service concepts but also their ability to apply these concepts to real-world scenarios. This is achieved through the use of case studies and essay questions, which require students to analyze complex problems and develop effective solutions based on their understanding of customer service principles.
- Customer service representatives and agents who want to improve their communication, problem-solving, and conflict resolution skills.
- Business owners and managers who want to create a customer-focused culture and increase customer loyalty and retention.
- Sales professionals who want to enhance their ability to upsell, cross-sell, and provide personalized recommendations to customers.
- Support staff and technicians who want to improve their ability to handle customer complaints and technical issues.
- Marketing professionals who want to develop customer-centric marketing strategies and build brand loyalty.
- Product developers and designers who want to create products and services that meet customer needs and preferences.
- Executives and senior managers who want to create a customer-centric vision and strategy for their organization.
- Individuals seeking employment as remote customer service professionals in foreign countries
- Anyone interested in improving their customer service skills to deliver excellent service
DATE: Saturdays & Sundays – MAY 19 & 20 & 26 & 27
TIME: 10AM – 2:00PM Fridays & 10AM – 1:00PM Saturdays
TRAINING FEE: N50,000 / discounted fee = N25,000 – for the first 10 persons to register (covers for training, training materials. No refreshment. No certificate).
Certificate of participation = N5000
To take the Professional Certificate Examination click here
Faculty Members
Sandra George
DrMiki
Sandra George
DrMiki
Training fee
Past School Fees N50,000
Pay N25,000 if you register early.
Registration + Lecture + Course materials only
Fordax Training Academy
Bank: Guarantee Trust Bank
Account number: 0254919409
Please send your full name, email address and phone number after payment.