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Going beyond customer service and keeping customers for life doesn't just mean doing things right. Learn to exceed expectations by doing the right things, at the right time, as defined by your customers.


Duration: 3 Days

Lagos Venue

106 Apapa Road beside
Zenith Bank Lagos.

Fee: N75, 000. VAT Incl.

4 - 5 participants: 5% discount
More than 6 ppl: 10% discount

Class Session

9:00am – 4:00pm daily.
(In plant training available upon request)
WEEKDAY CLASSES June Wed 8 - Fri 10 Oct. Wed 12 - Fri 14

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Training Overview:

Customer service is all about creating positive transferable experiences. If your customers feel valued, they will keep coming back. When they don't, your business suffers. In this course, you will learn three crucial skill sets needed to deliver outstanding customer service and increase customer loyalty. Learn how to build winning relationships, provide the right assistance at the right times, and effectively handle angry customers. Lastly you will learn how to build a customer relationship culture and use feedback as a tool for success rather than failure.

Course Outline


1. The Value of Outstanding Customer Service

  • Defining outstanding customer service
  • Determining the value of outstanding customer service
  • Identifying your customers
  • Creating a customer service vision and mantra
  • Seeing service through your customers' eyes

2. Building Rapport

  • Connecting rapport to outstanding service
  • Identifying techniques that build rapport
  • Enhancing likability in person
  • Enhancing likability over the phone
  • Enhancing likability via email
  • Starting a conversation
  • Practicing building rapport while you shop

3. Exceeding Expectations

  • Focusing on customer needs.
  • Actively listening to customers.
  • Overcoming listening barriers.
  • Identifying emotional needs.
  • Managing expectations.
  • Going the extra mile.
  • Practice while you shop: Exceeding expectations.

4. Solving Problems:

  • Connecting problem resolution to outstanding service.
  • Taking ownership of problems.
  • Expanding your circle of influence.
  • Using preemptive acknowledgment to prevent negative emotions
  • Diffusing angry customers.
  • Empathizing with customers.
  • Anchoring your own attitude.
  • Practice while you shop.

5. Measuring Your Success

  • Understanding how your customers view your service.
  • Using data to evaluate service.
  • Using customer feedback to improve service.
  • Understanding how managers and employees work together
  • Individual vs Team work.

6. Wrap-Up

  • Earning positive feedback.
  • Creating an action plan.

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