Program Description
Customer Service Excellence & Relationship Management
Category: Short Course
Course Description
This practical short course is designed for customer service officers, front-line staff, managers, and business owners seeking to enhance customer experience and loyalty. Participants will gain actionable skills to deliver excellent service, handle complaints professionally, and foster long-term customer relationships. The course combines interactive discussions, role-plays, and real-world case studies relevant to SMEs, corporate, and service-based businesses.
Course Outline
- Understanding customer expectations and service standards
- Principles of customer experience and service excellence
- Communication skills for effective service delivery
- Handling complaints and managing difficult customers
- Building customer loyalty and retention strategies
- Service recovery techniques and problem resolution
- Measuring and monitoring customer satisfaction
- Practical exercises: role-plays and customer service scenarios
Fees and Duration
Duration: 2 Days
Fee: GHS 1,000
Learning Outcomes
By the end of the course, participants will be able to:
- Deliver high-quality customer service consistently
- Handle complaints and difficult situations professionally
- Build strong customer relationships that drive loyalty
- Apply service recovery strategies to maintain customer satisfaction
- Measure and monitor service performance for continuous improvement
- Enhance the overall reputation and competitiveness of their organisation