Customer Service Excellence

Customer and end-user support takes place in person, on the phone, through email, texting, and chat. Regardless of the communications medium, the objective is always to have satisfied end-users.  When you equip your frontline staff with the skills to create a quality experience for your customers, you enhance customer satisfaction and your organization’s image. Today more than ever, excellent customer service is needed to retain customers. People are tired of spending hours on the phone with rude service providers only to find their problems unresolved. Customers want to know that Shell Nigeria will solve problems they may have with a product.

Within most organizations, there are some people who simply “get it”. They seem like they were born to provide outstanding customer service.  Participants will understand that customer centricity is putting the customer first, gaining customer satisfaction and loyalty which in today’s world has become critical. Dealing with emotional responses during interactions, is one aspect of communication that many people feel uncomfortable with. When high-level emotions enter into interactions, communications can breakdown. It is therefore important to learn skills to control our own emotions when faced with such situations, as well as learning how to deliver our message to people.


  • Equip frontline personnel with effective customer service techniques and skills to provide service excellence.
  • Understand how to identify key contact points.
  • Know what to put in place so the customers’ experience are met and exceeded.
  • Install a process, that encompasses a range of automatic actions, that will ensure a consistent excellent customer service delivery.
  • Turn complaints into opportunities and customers into advocates for business.
  • Look at how best practice service excellence providers develop their approaches, manage, monitor and continuously improve.
  • Learn to manage emotions and deliver professional and personalized service.
  • Examine the principles of delivering great IT customer service.
  • Implement your Customer Service excellence strategy Face to face, on the phone or online.

Customer Service Excellence


July 7th-9th | 9AM – 3PM




Poise Business Image Consulting

Upcoming Dates

Oct 5th-7th