|Online Courses, Online Classes, Online Learning, Distance Learning, Online Management Courses
Online Training Provider
WODIA TRAINING INSTITUTE (WOTI)
MANAGEMENT TRAINING AND SKILLS DEVELOPMENT
Online Courses, Online Learning, Online Education, Online Classes, eLearning in Customer Service
--- Online Learning Just in the comfort of your Home. Access Up to 140 Courses
Self-Paced Home Study, Online Courses
with Accredited Certificates
Home Study, ELearning, Online Courses, Classes to Enhance Your Career,
Personal Development, Sales and Workforce in Business and Management
Develop yourself, improve your management skills, promote
efficiency, sales and acquire leadership competence with
online learning that enhances you Skills and Knowledge.
STEPS TOWARDS ENGAGING IN ONLINE LEARNING
Step 1- Access up to about 140 Courses in Soft Skills including Administrative Skills, Career
Development, Human Resources, Personal Development, Sales and Marketing and also
Information Technology in Microsoft Office.
Step 2. Pay the sum of N80,000 ( eighty thousand Naira only ) per head for Four Months.
Step 3- Access 140 courses for Four Months. Learn, Practice, Take Notes, Improve your Skills.
Step 4- Choose the 6 courses you would wish to obtain Certificates.
Step 5- Obtain your Certificates after successful completion of the 6 courses within
Step 6- Become more creative, strategic, organized and confident with enhanced knowledge
in Administration, Information Technology, Leadership, Marketing, Project and Human
Resource Management. These will lead to Career Advancement, Personal Development that
will strengthen your knowledge in Business, Management and Microsoft Office Skills.
Copyright 2007-Till Date@thewodia.org
Telephone: +234 (0)8023079485;
+234 (0 8133754358
Customer Service Outline:
Module One: Getting Started
The Parking Lot
Module Two: Who We Are and What We Do
Who Are Customers? (internal/external)
What is Customer Service?
Who Are Customer Service Providers?
Module Three: Establishing Your Attitude
The Power of a Smile
Module Four: Identifying and Addressing Their Needs
Understanding the Customer"s Problem
Staying Outside the Box
Meeting Basic Needs
Going the Extra Mile
Module Five: Generating Return Business
Turning Difficult Customers Around
Module Six: In-Person Customer Service
Dealing With At-Your-Desk Requests
The Advantages and Disadvantages of In-Person Communication
Using Body Language to Your Advantage
Module Seven: Giving Customer Service over the Phone
The Advantages and Disadvantages of Telephone Communication
Tips and Tricks
Module Eight: Providing Electronic Customer Service
The Advantages and Disadvantages of Electronic Communication
Tips and Tricks
Examples: Chat or e-mail
Module Nine: Recovering Difficult Customers
Establishing Common Ground
Setting Your Limits
Managing Your Own Emotions
Module Ten: Understanding When to Escalate
Dealing with Vulgarity
Coping with Insults
Dealing with Legal and Physical Threats
Module Eleven: Ten Things You Can Do To WOW Every Time
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Completion of Action Plans and Evaluations.
ONLINE COURSE, ONLINE CLASSES, ELEARNING
COURSE CONTENTS OF