Course Overview

Success in business cannot be assured even if the organization has the most beautiful structure and product. The key secret to attracting and retaining customers is the level of customer experience – customer service that is experienced by a customer on his first contact or visit to your organisation. A dissatisfied customer does not only not go back to that organisation, he also spreads the word to other potential customers about his negative experience.

Implementing a Customer Service training for all employees who interface with customers is very important. This training will equip the employees with customer service skills which will help them ensure that every customer has a beautiful experience. This will lead to repeat business, a good reputation and profitability for the organisation.

It is a common practice for people to rise through the ranks and attain leadership positions as a result of their years of service and expertise in organizations. Most of these managers are usually not equipped with the leadership capacities needed to set goals, communicate effectively the vision, map out clear strategies on their actualization, inspire their teams to own the processes and accomplish tasks, which invariably affects the organisation’s bottom line.

Research has categorically proven that effective leadership results in everything; from increased workplace productivity and employee retention, to improved succession planning and, ultimately, a better bottom line. 

This Masterclass will equip participants with the essentials of effective leadership needed to lead high performing teams thus producing leaders who confidently steer their teams to achieve organizational goals.

  • Service Obsession: The Winning Secret.
  • Telephone skills
  • Professionalism in the Workplace
  • Selling skills
  • Attitude for service
  • Handling Complaints: Dealing with difficult customers
  • Interpersonal and communication skills.

At the end of this training, the participants should be able to:

  • Appreciate the importance of customer service excellence in organizational growth and sustainability;
  • Adopt a more professional disposition when engaging customers;
  • Develop communication and interpersonal skills needed for effective customer relations;
  • Develop skills needed to handle difficult and dissatisfied customers;
  • Develop effective telephone skills; and
  • Skillfully sell to customers increasing patronage.

Customer Service Officers, Frontdesk Personnel and everyone who interfaces with customers in any capacity.


Venue: GOTNI Leadership Centre, Jabi, Abuja.

Nov. 11th – 12th.

  • Physical Attendance
  • Virtual Attendance

Register with the form below.


Pay the course fee into:

Account Name: GOTNI Leadership Development Centre
Account Number: 1016678247
Bank Name: Zenith Bank Plc

After payment, kindly send proof of payment, full name, name of preferred course, phone number, and email address to to complete your registration.

You do not need to do this if you pay with any of the links on the course pages.

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    For The Customer Service and Public Relations Programme.
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