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₦20,000 ₦15,000
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The 1 Day training programme by Adoney Associates Limited will equip participants with the knowledge and skills to deliver exceptional customer service

Understanding Customer Service
Customer Service Principles
Developing a customer service culture
Anticipate customer needs and expectations more accurate
Effectively respond to unreasonable demands
Deliver bad news without overly upsetting the customer
Make customers feel they are receiving top level service even when you can’t deliver
everything they want
Do’s and Don’t of customer service
Help customers realize when they’re wrong and come up with a face-saving solution
Build and maintain telephone customer relationships
Respond diplomatically to the most demanding customers
Defuse customer emotions and create positive outcomes
Tactfully handle the most difficult customers
Create client confidence
Understand what goes into creating good client relationships
Using communication dynamics effectively – voice tone – body language
Use questioning and listening techniques to get the “real” story
Know how to deliver difficult messages
Learn how to view problems from the customer’s perspective
Use the essential elements of persuasion

At the end of the training, participants will be able to:
Improve customer relationship dynamics
Get clients to buy “you” as well as your company’s products and services
Uncover the real customer needs, both spoken and unspoken, to serve them better
Deal effectively with customer disagreement
Build higher levels of customer confidence
Build stronger levels of customer commitment

The training will be interactive. It will be delivered via lectures supported by group exercises,
discussions, case study analysis.
-Customer Service Managers
-Sales & Marketing Managers
-Customer Service Officers
-Sales & Marketing Executives
-Call Center Representatives
-Client Service Officers
-Relationship Officers
-Front Office Staff
-Account officers
-company representatives
-NYSC Members
Venue: Daca consult opposite Elephant House, Alausa, Ikeja.
Fee: N15,000 per participant .This covers the training materials and lunch break and certificate
ACC. NAME: Adoney Associates Limited
ACC. NO. 4110014604 (SKYE BANK)
DATE: 23rd January and 20TH February, 2016
For more enquiry, call 08023660697, 09096834184,, or log on to

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