CUSTOMER SERVICE INTELLIGENCE COURSE

Customer service intelligence course at JK Michaels ultimate goal is to increased customer loyalty and retention.

CUSTOMER SERVICE INTELLIGENCE
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CUSTOMER SERVICE INTELLIGENCE CERTIFICATION COURSE OVERVIEW

Customer service intelligence certification course at JK Michaels ultimate goal is to increase customer loyalty and retention. This requires integrating many different parts of a business, from senior management to the sales force, from marketing to production and human resources. Read More

Customer service intelligence Key Features

Benefits

KEY FEATURES

KEY FEATURES

PERSONAL IMPACT

ORGANIZATIONAL IMPACT

Course Outlines

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
Evaluation
Excitement is Contagious

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

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

What Makes Customers Upset?
Avoiding Upsets
What Can You Do To Avoid Upsets?
5 Key Steps to Calming Upset customers
Accurately identify the problem.
Confirm The Customer’s Value
Synchronize & Summarize
Conclude By Affirming The Customer’s Value Again
What To Do When You Are Upset.

Mastering The Telephone
Answering The Telephone
A Professional Greeting
Active Listening
Putting Callers On Hold
Recommendations
Transferring A Call
Taking A Message
Voice Mail
Closing The Call
Customer Service Series

The Internet Customer
E-Mail
E-mail Communication Guidelines
Online Chat
Internet Customer Skills
Scripted Responses
Introduction
Placing a Chat on Hold
Closing a Chat session
Websites
Knowledgebase
FAQ
Auto responders
Customer Online Support

Time Management
Taking Control Of Your Time
Time Analysis: Task Identification
Task Analysis
Personal Suitability
Efficiency
Task Analysis
Task Prioritization
Relative Importance
Time-frame
Time Wasters

Stress Management
What is Stress?
What Causes Stress?
Stress Symptoms
What Can Be Done To Manage Or Even Eliminate
Stress?
Do Something That You Love
Don’t Feel Responsible To Solve Every Situation
Have A Hobby
Rest, Take That Vacation
Exercise
Be Organized
We All Make Mistakes
Be Positive

Course Schedules

Course Name
Duration
Course Date
Location
Delivery Method
Course Fee
REGISTER

CUSTOMER SERVICE INTELLIGENCE

2 DAYS

FEBRUARY 8TH-9TH

IKEJA WEEKDAY

CLASSROOM/VIRTUAL

N85,000/N75,000

CUSTOMER SERVICE INTELLIGENCE

2 DAYS

MAY 23RD-24TH

IKEJA WEEKDAY

CLASSROOM/VIRTUAL

N85,000/N75,000

CUSTOMER SERVICE INTELLIGENCE

2 DAYS

AUGUST 9TH-10TH

IKEJA WEEKDAY

CLASSROOM/VIRTUAL

N85,000/N75,000

CUSTOMER SERVICE INTELLIGENCE

2 DAYS

OCTOBER 12TH-13TH

IKEJA WEEKDAY

CLASSROOM/VIRTUAL

N85,OOO/N75,000

Explore something new

Training Options

Classroom Trainings

N85,000

  • Interactive,excitingly serious action oriented learning methodology
  • Classroom training by top instructors and practitioners

Live Online Virtual Training

N75,000

  • 90 days of flexible access to online classes
  • Live, online classroom training by top instructors and practitioners

Corporate Trainings

Customized to your team learning needs and organizational goals

  • Customized learning delivery model (digital material and/or instructor-led)
  • Flexible pricing options
  • Enterprise grade Learning Management System (LMS)
  • Enterprise dashboards for individuals and teams
  • 24×7 learner assistance and support

See WHAT OUR CUSTOMER SAYS

Testimonials

Get Ahead! Maximize your Potential

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PMP Certification Training.

Examination and Certification

Who should attend

Every staff member of organizations is recommended to take this course. Excellent customer service should happen at every level.

  • Exam Type: Closed book, Multiple choice, multiple responses, matching, hotspot, etc.
  • No Of Questions: 180 questions per paper, 175 scored
  • Exam duration: 230 Minutes
  • Result: The passing score is determined through psychometric analysis

Now it’s time to make the commitment to prepare for — and pass — the exam. Carving out time and securing the proper materials to study requires discipline and focus. As a project professional, you’ve got what it takes.

Pad Your Schedule

 

Visit the Test Center in advance so you can:

  • Know precisely how to get there.
  • Find the room immediately on test day.

Test-day tip: Arrive 30 minutes early so you have time to relax before you start the exam.

Or, you can take your Exam online.

 

Know Your Limits

 

230 Minutes – Time Allotted for Exam Completion

  • Two 10-minute breaks for computer-based tests. No scheduled breaks for the paper-based exam.
 

Prove It’s You

 

Make sure your ID is:

  • Valid
  • Government-issued

And It Includes:

  • Your photo
  • Your signature
 

Stuff You Don’t Need

 

Calculators

  • Built into computer-based tests

Scratch Paper and Pencils or Erasable Boards and Markers

  • Provided by test administrators
 

Results – Just Like That

 

Computer-Based Testing

  • You’ll find out if you passed before you leave. 
 

Why JK Michaels

You will gain practical,useful and impactful skills from our experienced faculties.

CONSULTANTS: Our consultants are Practical, Professional,Experienced, Licensed & Effective personnel with minimum experience of over 25years.
CONSULTANT RATING: 96% of our training consultants scored A+ rating from our customers in 2020

JK Michaels joins the prestigious group of organizations approved by Project management institute USA,American Academy of Project Management (USA),Scrum Study institute USA, to provide world class Effective project management training; After a rigorous audit of our curriculum design, delivery, facilitators, and content of our courses.

We are also accredited by government as a management training and consulting firm.In addition to other international institutes including :International institute of Business analysis(IIBA);(APMG)Association of Project Management Group;International institute of Six Sigma Certification;Peoplecert,Clover Health and Safety,Nebosh,Pregen Business School Atlanta,Simplilearn;International institute of Supply Chain Management (UK).
JK Michaels is in alignment with International Standard in Quality and Safety

We are committed on delivering on our customers trust.

CUSTOMER RATING: 95% of our customers rated JK Michaels program excellent and of great value compared to what they pay.
REFERRALS: 95% of our business comes from referrals.
TRUST: Our customer retention rate is 95%.
TRACK RECORD: In year 2019, 96.4% of our customers rated JK Michaels as EXCELLENT.

Excitingly different, action learning system focused on improving talents & impacting bottom-line results.

JK MICHAELS LEARNING SYSTEM™ : Practical Action Learning + fun + intellectual intensity = Uncommon Performance
JK MICHAELS CONSULTING SYSTEM™ : Excellent project +process +People + Technology = Uncommon Performance .
CONDUCIVE LEARNING ENVIRONMENT: 99% of our customers rate our facility conducive serene and secure with unmatched technology, gourmet lunch, free refreshment, and WIFI.

After undergoing our training, our customers reported a minimum of 35% boost in their productivity,70% of them get promoted to a higher level at work, 98.5 % pass professional exam at their first sitting and 100% get to network and share experience with employers and top management.

We promise to support you until you succeed.

COURTESY: You are assured of a courteous and friendly customer service that will work with you until you succeed.
RESPONSIVENESS: We guarantee that your enquiries will be responded to, in three minutes.

Extensive topical resources, white paper, articles.

 

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