A HUMANISTIC AND COMMUNICATIVE APPROACH

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The situation of Customer care in most industries, whether they are product or service sectors, can be likened to what Samuel Coleridge describes in the Rime of the Ancient Mariner : “ Water water everywhere nor a drop to drink, water water everywhere everywhere and all the boards did shrink!'.

So many people in customer care,  so many courses offered on the subject, yet the quality of customer care remains appalling. The explanation for this strange situation is clear. The common approach to customer care is more concerned with company rules and procedures, or with technology than meeting with the real needs of people. 

Customer seems to be all about a call centre with a robot PABX directing you to press one telephone button or another, with endless delays. It is a manipulation of the customer to ensure that we continue to take their hard-earned money.

The approach of this seminar is different. We take the view that customer care and communications are intertwined: they both deal with human relationships and the expression of this relationship in language, in attitude, in action and various other means. Understanding customer care as a human process, as a genuine concern for the people who come to us for a service or product, will ensure that we see them as part of our organization's community and will lead to brand loyalty.

Objectives of the seminar

To learn the humanistic approach to customer care for the purposes of mind-set change.
To inculcate service value in customer care
To enhance and optimize capacity of customer care executives
To see customer care as a critical part of the value-chain
To learn the tools of customer care as an intimate part of marketing and branding process
To learn data-base managerial tools
Learn how to retain brand loyalty in customers
To learn how to make customers part of your business community

Modules
The humanistic approach to customer care
Communicative relationships and tools in customer care
Customer care as brand and marketing strategy
Creating databases of customers
Social media as a tool of customer care
Managing difficult customers
Retaining customers in time of organizational crisis
Psychological profiling techniques in customer care

For Whom:
Corporate Communications, Brand, Marketing Managers, Business Development Managers, Public Relations, Media Heads in Advertising Agencies, Service Managers in hospitality industries, Front line Executives/Managers, Image makers and  those who interface with customers

Duration
2 days

Dates
27 - 29 February 2012

Course Fee
N120,000 per participant
(Fee covers all course materials, tea and lunch)

Venue:
School of Media and Communication
Pan-African University,
2, Ahmed Onibudo Street, Victoria Island Campus,
Lagos.

Enquiries
Call Doris on 08058127207, 01-8967462 or Juliet on 08066385629

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