CUSTOMER SERVICE AND STAKEHOLDER RELATIONSHIP MANAGEMENT

BASIC INFORMATION

  • Starts: April 6, 2021
  • Length: 3 Days
  • Location: Lagos
  • Fees: ₦ 95,000
  • Reserve: 40
  • Downloaded: 120

Programme Description

In today’s world, good customer service skills are essential for any business, and learning the tricks and techniques of good customer service can be hugely beneficial for the personal and professional lives of anyone. Take this course today to improve your communication abilities and ace any customer-facing role. Challenging and difficult relationship such as negotiation, influencing, conciliation, convincing, compromising, and persuading the internal and external stakeholders such as client, contractors, consultants, vendors, cross functional teams are essential and critical for successful project and business.

Programme Objective

Participants will be able to:

  1. Develop a customer friendly approach
  2. Recognize the benefits of providing great customer service
  3. Build effective and constructive rapport and connection with various layers of stakeholders
  4. Engage successful and meaningful communication when engaging teams of stakeholders
  5. Apply SMART negotiation for effective working relationship with all stakeholders

Programme Modules

  1. Introduction to Customer Service
  2. Customer Service Techniques
  3. Dealing with Customer
  4. Introduction to Stakeholder Relationship Management
  5. Barriers to Effective Communication
  6. Emotional Intelligence (EI) Skills
  7. Effective Stakeholder Analysis Management: The 3-Step Approach
  8. Influencing Skills for Improved Rapport and Understanding
  9. Negotiation Techniques and Practice for Improved Results
  10. Building Positive Relationships

Programme Outcomes

At the end of the programme participants will be able to:

  1. Critically analyze an organization’s relations with stakeholder groups
  2. Evaluate stakeholder relationship management implementation strategies
  3. Run effective stakeholder’s meetings
  4. Apply emotional intelligence skills when dealing with stakeholders
  5. Understand and recognize the barriers to effective communication

Target Participants

Customer Relationship Executives, Customer Service Officers, Human Resource Personnel, Sales Personnel. Anyone willing to enhance or launch their career in CRM, Professionals who wants to learn techniques to work with other colleagues, Team leaders, supervisors, section heads and managers, Professionals who have an interest in a management position, Project, purchasing, finance & production officers and personnel, Technical professionals including those in Maintenance, Engineering & Production, Secretaries, clerks, administrative and support staff.

Programme Information Session

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