customer relationship management
Program Information
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Host CompanyCoural Logistics Limited - operator of errands.ng® - Nigeria’s largest online marketplace to get things done quickly. Anyone can post a task, set time frame and the proposed amount he/she is willing to pay someone to get a job done. Find out more: https://errands.ng
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Program DescriptionDevising and implementing appropriate strategies for customer management and effective communication will result in the creation of value for customers, achievement of a company’s strategic goals, and competitive advantage in the marketplace. The program is structured to provide participants with the essential tools for not only achieving breakthrough service, but also laying the foundations of an innovative, dynamic work culture tailored to the exacting needs and demands of the clientele.
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Target AudienceThis program will benefit: Individuals from medium-sized businesses, NGOs and large corporates who have customer-facing functions with at least two years’ experience in a customer service role, serving end consumers and retailers and desire to: Customer service executives; Customer service supervisors; Call center operators; Relationship managers; Front desk executives; and Tele-marketers.
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Program ContentCustomer Management: Tools for effective relationship management; Creating Your Customer Service Strategy: Managing Complaints and Feedback: Best practices worldwide; Identifying Service Gaps – Service Assessment and Service Standardisation; Handling objections and complaints; Monitoring of complaints and compliments; Action guides for solving problems and taking corrective action; Monitoring Customer Satisfaction and Reputation Management in the digital age.
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Timeline2-3 months
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System RequirementsA laptop or computer with a web camera, headphones with a microphone, and WiFi with a good connection. Our primary collaboration tool is Microsoft Teams. As the interaction progresses, other tools such as Zoom and Google Meet could be deployed by Host Companies as a redirect link in Microsoft Teams platform.
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Career ProspectsCustomer service is an in-demand job. It's unfairly considered as a “backup career” because customer support reps can enter the industry with any experience level and background. But customer service is at the core of a company's success, making it one of the most vital roles you can play after product and sales
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Program FeeCompany internship fee: N70,000 | Personalized mentorship fee: N20,000
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Interns will work directly with host companies to complete in-house projects while nurturing their own professional skills and achieve competencies sought after by employers.