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A C HIEVE DIFFERE N TIATI O N

A Dra m atic Imp act Series Le a d ership

C ustom er Service

Sales a nd M arketing

Person al D evelopm e nt


T O PIC :

C USTO MER SERVIC E

OMG Expe r ience

The ne w W O W in S ervice D elivery

AB O UT THE C O URSE Customer S ervice just got even more dramatic! Lights, C amera , Action! Act your way from giving “ Wow” S ervice to delivering exceptional O M G ! Customer Experience every time. It is said that in tod ay's competitive business environment, customers must be extra ordinarily delighted. We used to say, “ O ffer them a 'wow' Customer S ervice. At Customer Centricity Limited we are stepping it up major notches because “ Wow”, is no longer enough, you must offer them an “ O M G “ mind-blowing Customer Experience. Let's work together in these 2 d ays to cre ate both a p ara digm and an attitude shift. O ur Branded S ervice The atre (BST) © offers cre ative new ways through role plays and acting sessions of making sure that your S ervice Delivery goes beyond what is expected to offering the fascinatingly and astoundingly unexpected!

BE N EFITS TO PARTICIPA NTS Discover excellent communication skills for effective service delivery. G et inspired to give more care a nd consideration to the customers at every touch point. The use of C ustomer Service efforts to improve comp a ny's profit consistently. Working the C ustomer Voya ge C h art © to optimise experience enh a ncement opportunities Ways to pre-empt (be five steps a he a d) the customer. Simulations a nd practical tips to h a ndling irate customers a nd service errors. Sh a ping person al attitude a nd effective steps to Service Recovery. Blending with the G olden C oncept of Service Exa ggeration

F O R WH O M

All C ustomer Interfacing Staff

C O URSE DETAILS Duration: D ate: Venue: C ourse Fees: Time:

2 d ays Mond ay 2 5th – Tuesd ay 2 6th February, 2 0 1 3 A G D C , N o 7 M aita m a Sule C rescent, O ff Awolowo Rd, SW Ikoyi, La gos N 7 0, 0 0 0 9.0 0 a m - 4.0 0pm


T O PIC :

uc t od

ur pr yo

Give

T O PIC :

SALES / MARKETIN G

STAR  

Treatmen t S ales Presentations in Stellar Performance Style AB O UT THE C O URSE H aving a star product is great! H aving a star product no one knows a bout is b a d! H aving a star product that staff cannot p assionately and effectively talk a bout and present skilfully is terrible!! M any a salesman or marketing officer has been known to work tirelessly in securing that difficult a ppointment with the Hea d of Purchasing Dep artment only to fall flat on their faces when given their 17 mins to shine! Their lack of prep aredness, lack of confidence and lack of presentation and story-telling skills present them as totally inept and inca p a ble. Wasted opportunity, you must a gree. This program is designed to ensure that whatever product you intend to sell, its qualities are expertly and effectively communicated.

BENEFITS TO PARTICIPA NTS Le arn how they can p acka ge their messa ge content to improve imp act Understand how their body langua ge affects their delivery. Practice voice delivery and use your voice to gre ater effect. Build presentations that cre ate m aximum imp act. Deliver presentations with confidence Le arn to take charge of a room, handle and motivate your audience with confidence Discover and develop a unique individual style Take your presenting skills to a new level of excellence Hints and tips for effective presentation Le arn how to present with style, flair and presence Receive feedb ack on your presentation style and development needs

F O R WH O M

Business O wners, Mana gers, Supervisors, Te a m le a ders, Unit He a ds, Marketers and Sales Personnel

C O URSE DETAILS

Duration: D ate: Venue:

2 d ays Thursd ay 28th February – Frid ay 1st March, 2013 9th A G D C , N o 7 Maita m a Sule Crescent, O ff Awolowo Rd, SW Ikoyi, La gos C ourse Fees: N 70, 000 Time: 9.00pm - 4.00pm (on both d ays)


TESTIM O NIALS It is the Bespoke content and p assionate delivery that gets me every time! C C C re ally “feels� us! My staff love their trainings too! -Udo O konjo- Iweala Fine & Country The C ustomer Service class with ha d with your org anisation was interesting and thought-provoking. It has opened a new thought p attern on how I should relate with our customers who are the re ason we are in business. -Ebirim, Uzochukwu C. Diamond Bank Plc O werri. We love the way C ustomer C entri C ity Limited gets p assionate a bout our business. They are like an extended p art of the fa mily -N gozi Nzekwe MD. Teknokleen

S O ME O F O UR RE C ENT W O RK

Diamond Bank Lagos Inductees

Etisalat Experience Centre Staff

BAT Benin Training

First Bank Inductees

Fine and Country Staff

Film Production for BAT Training

Payment Details: Account N a me: C ustomer C entricity Ltd Account N umber: 0274010100029908 Bank N a me: Fidelity Bank Plc. C ontact Details: 08034017914, 08033467213

15 Bia duo Ro a d, O ff Keffi Street, SW Ikoyi, La gos. Tel: + 234 1 842 9513 www.customercentricityltd.com Follow us on Twitter: @ c_centricity WE GO ROUND THE CUSTOMER TWICE


MIND-BLOWING TRAINING: Achieve Differentiation