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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: 4 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 April Mon 11 - Thur 14 Aug. Mon 22 - Thur 25 Nov. Mon 14 - Thur 17

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Training Overview:

This customer service skills training course is specifically designed to develop the participants' skills and behaviors to offer exceptional customer service to both prospective and existing clients. It also empowers participants to provide effective solutions to customer facing problems, when they arise.

Target Audience

This course is ideal for any organisation with low customer service culture thus seeking training in customer service. The majority of participants attending our customer services courses are in customer facing or customer support roles, who want to develop their customer service skills and behaviors. We are also experienced at providing bespoke training courses in customer services and longer term programmes to meet your specific organisation goals and service standards.

Course Objectives

By the end of this one day course, the participants will have:
  • Adopted a consistent, professional style when speaking with customers.
  • Developed skills in engaging with customers and handling their enquiries effectively.
  • Listened effectively, asked questions and summarised to respond fully to a customer request.
  • Identified ways they can add value to customer relationships and exceed expectations.
  • Practised how to turn customer service disappointment into a positive experience.

Course Outline

Module 1: Introduction to Customer Service

  • What Is Customer Service?
  • Developing a Customer-Centric Mindset
  • Who Are Your Customers?
  • Internal Customers & External Customers
  • When & Where Does Customer Service Take Place?
  • The Need For Customer Service
  • Rewards & Penalties
  • What Does Customer Service Mean To You?
  • Unpleasant Experiences
  • Satisfying Experiences
  • Developing a Customer Friendly Attitude
  • Excitement is Contagious

Module 2: Customer Service: Communication Skills

  • Developing Effective Communication Skills
  • Presenting a Professional Image
  • Non-verbal Communication Skills
  • Body Language
  • Key Body Language Aspects
  • Physical Distance
  • Verbal Communication Skills
  • Choice of Words
  • Tone Of Voice
  • The Choice Of Words (May I, Please, Thank You, The Close, Being Positive
  • Tone Of Voice (Inflection, Energy, Volume, Pace)

Module 3: Customer Analysis: Knowing your Customer

  • Knowing Your Customer (KYC)
  • Customer Expectations
  • Assertive Working Style – Results-Oriented
  • Analytical – Details-Oriented
  • Amiable – People-Oriented
  • Dominant Behavioral Style
  • Determining Your Level of Service

Module 4: Calming Upset Customers

  • What Makes Customers Upset?
  • Avoiding Upsets
  • What Can You Do To Avoid Upsets?
  • 5 Key Steps to Calming Upset customers
  • What to Do When You Are Upset?

Module 5: Telephone Customer Service

  • Mastering The Telephone
  • Answering The Telephone
  • A Professional Greeting
  • Active Listening
  • Putting Callers On Hold
  • Recommendations
  • Transferring A Call
  • Taking A Message
  • Closing The Call

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