Course Details
Service Excellence and Management in a Digital Age
Customer service is an integral part of the customer experience. Their ever-changing demands, as well as the advances in technology, are shaping customer service, increasing the number of channels they use to engage with companies; and that's something organizations cannot ignore. Hence, organizations, big and small, must keep up with these trends to remain competitive […]
Sep 15, 2026
9:00 am
₦218,359.38
3 Days
Customer service is an integral part of the customer experience. Their ever-changing demands, as well as the advances in technology, are shaping customer service, increasing the number of channels they use to engage with companies; and that’s something organizations cannot ignore. Hence, organizations, big and small, must keep up with these trends to remain competitive and relevant.
The programme is designed to inculcate in the participants a culture of exceptional customer service which will enable them to deliver service to customers above and beyond their
expectations and experiences. It will also equip participants with practical and effective ways of serving both their internal and external customers, and how to build cohesive and motivated teams so as to develop and maintain enduring relationships with customers, which will eventually impact positively on the long-term performance of the organization
At the end of this programme, participants will:
- Have an understanding of customer expectations and behaviors in the digital age
- Understand the importance of data analytics in service management.
- Develop problem-solving skills in a digital world
- Developa customer-centric service culture
- Have a good understanding of why they need to provide better service to internal customers and how it impacts their external customer their
- Identify and pursue relationship opportunities that bring value and achieve results
- Develop, manage, and nurture relationships – moving from transactional to transformational
- Expand and broaden the network of influence and success managing digital service effectively
- Develop problem-solving skills in a digital world
- Explore the principles, methodologies, roles, and responsibilities involved in
- Align leadership and organizational transformation culture to support digital service
- Understanding Digital Transformation in Banking
- The Customer’s Digital Journey
- Digital Products and Services
- Customer Analysis: Knowing Your Customer​
- Tools and Techniques for Effective Digital Service Management
- Building and Influencing Relationships
- Creating Your Digital Action Plan
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