About Facilitator(s)
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OMAGBITSE BARROWStrategy, Innovation and Communication Expert
Omagbitse Barrow is a prize-winning Chartered Accountant and Fellow of the Institute of Chartered Accountants of Nigeria. He spent the first decade of his professional career working at Nigeria’s premier Investment banking institution - IBTC and established Learning Impact NG in 2010, providing Corporate Training, Strategic Consulting and Organizational Development Solutions to some of the leading institutions in Nigeria across the private, public and not-for-profit sector.
He is a Palladium Institute trained Balanced Score Card Strategy Practitioner, PROSCI Institute trained Change Management Professional and American Society for Training & Development (now Association for Talent Development) trained Learning Designer, Workplace Coaching Specialist and Mobile Learning Designer.
Omagbitse has written books and developed learning resources in a wide variety of areas for adults and children. He is an educator, and Director of Creative Learning International School and Thoughtful House Autism Center, in Abuja, Nigeria.
He is considered a multi-potentialite with experience and capabilities across various fields of human endeavour.
Overview
One of the most amazing ways you can truly distinguish your organization and your brand is by delivering fantastic service to your customers especially in a world where there continues to be a significant deficit in the quality of customer service.
So, from where does fantastic customer service come? It only happens when organizations have a winning service strategy built on three things - firstly an understanding of the expectations that customers have of your organization, products and services and then having an understanding of the service touch points where your customers feel your service; and thirdly integrating these two together by matching expectations at each service touch point and delivering your service to meet and exceed those expectations
This course will take you through a few frameworks to identify customer expectations; map out service touchpoints and integrate them to create a winning service strategy for your business.
Lesson 1: Introduction and Overview
Lesson 2: Understanding Customer Expectations
Lesson 3: Mapping Service Touch Points
Lesson 4: Developing a Winning Service Strategy
Please download the Course Workbook and enjoy the learning experience.
Lesson 1: Introduction and Overview
Accessible From: Jun 25, 2020 - 03:47 PM
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14 Minutes
Lesson 2: Understanding Customer Expectations
Accessible From: Jun 25, 2020 - 03:47 PM
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1
Understanding Customer Expectations
6 Minutes
Lesson 3: Mapping Service Touch Points
Accessible From: Jun 25, 2020 - 03:48 PM
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14 Minutes
Lesson 4: Developing a Winning Service Strategy
Accessible From: Jun 25, 2020 - 03:48 PM
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1
Developing a Winning Service Strategy
5 Minutes
Course Certification Quiz
Accessible From: Jun 25, 2020 - 03:48 PM
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QTotal questions: 5
Questions to answer: 5
5 Minutes
3 Reviews
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Hadiza Dako
4 Months agoBeing a business minded person, though yet to establish one, I found the course very important, clear and valuation to my aspiration. In fact, two days later I started using the RATER framework to talk to some of our consultants and colleagues. The course, though brief, but loaded and worth-full Thank you so much for this opportunity sir. Mrs Dako
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Anthony Oni
4 Months agoGreat course. Good service delivery will always keep customers coming back
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Olubunmi Ola
4 Months agoThis course is an insightful exposition, which I know will be a great tool for better service deliveries in my organisation with the assurance of getting amazing results. Thank you for being such a blessing.
88 Student(s) Taking The Course
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