Customer Service and Personal Effectiveness

1. Customer Service and
Personal
Effectiveness Training

2. “When the customer comes first, the
customer will last.”
- Robert Half

3. Agenda
Start 9.00am
Session 1 9:00am – 10:00am
Tea Break (15 minutes) 10:00am – 10:15am
Session 2 10:15am – 11:15am
Short Break (15 minutes) 11:15am – 11:30am
Session 3 11:30am – 12:45pm
Lunch Break (1 hour) 12:45pm - 1:45pm
Session 4 1:45pm – 2:45pm
Short Break (15 minutes) 2:45pm – 3:00pm
Session 5 3:00pm – 4:00pm
Short Break (15 minutes) 4:00pm – 4:15pm
Wrap Up 4.15pm – 5:00pm

4. Facilitator
Nkem Anigbogu – Nkem has over 23 years of work
experience cutting across customer service, operations
management, business development, marketing, and strategy
in different industry sectors both in Nigeria and the United
Kingdom.
He is a graduate of Engineering from University of Nigeria,
Nsukka with Masters degrees from Newcastle University and
Lancaster University Management School, both in England.
Nkem is also an alumnus of Lagos Business School.

5. “Tell me and I forget, teach me and I may
remember, involve me and I
learn.”
--Benjamin Franklin

6. Your Personal Learning
Objectives

7. Participants’ Introduction
 Name
 Role in Candel
 In one sentence, what you want to
learn in this training program

8. By the end of this course
you will:
Understand the principles
of customer service and
personal effectiveness
and how to apply them
for improved business
results.
What is This
Course
About?

9. Pre-Course Assessment

10. Understandin
g Service
By the end of this session
you will:
Understand the
fundamental meaning of
service and who your
customer is

11. What is Service?

12. Service means help.

13. Who is Your Customer?

14. Exercise
Write the names of 2 customers

15. We need to think of
everyone as our
customer.

16. Lifetime Value of a Customer
The total revenue
they will bring to
your organization
across their entire
relationship with
you.

17. Estimating Lifetime Value
A B C D E F G
Revenue/T
rans-
action
Trans-
actions/
Year
Revenue
/Year
# of years
with
company
Customer
lifetime
revenue
Like-
lihood of
great
service
keeping
customer
The ROI
of that
single
trans-
action
would be:
₦100 10 ₦1000 10 ₦10,000 50% 10,000 ÷
100 =
100 x 50 =
5000%
ROI

18. The Service
Concept
By the end of this session
you will:
Understand the key
components of service and
how customers become
loyal.

19. The Service Concept
The
Service
Outcome
The
Customer
Experience

20.  The customer experience: The
customer’s direct experience in the
process of trying to get or use
Candel products.
 The service outcome: Candel
Products . That’s the result of the
service for the customer.

21. Triggered Outcomes

22. Positive Outcomes

23. Negative Outcomes

24. Class Case Discussion

25. “Things that matter most must never be
at the mercy of things which matter
least.”
- Goethe

26. Understanding
Personal
Effectiveness
By the end of this session
you will:
Have a good understanding
of personal effectiveness as
a foundation for maximizing
it.

27. What is Personal Effectiveness?

28. Personal effectiveness means
making use of all the resources
(both personal and professional)
you have at your disposal (i.e.
your talents, strengths, skills,
energy and time) to enable you
to master your life and achieve
both work and life goals.

29. A Holistic Approach

30. Developing the Right Attitude

31. Useful Attitudes
 Flexibility is key
 Focus on what you know
 Remain optimistic and be persistent
 Have faith in yourself
 Don’t be afraid to try new things, to
make mistakes, and to fail

32. Setting Goals
By the end of this session
you will:
Understand how to set
goals.

33. Importance of Setting Goals

34. Good Goals Should Have
SPIRIT!
 Specific
 Prizes
 Individual
 Reviews
 Inspiring
 Time-Bound

35. Prioritizing
Your Tasks
By the end of this session
you will:
Learn the value of the
urgent-important matrix and
of putting tasks in the right
place.

36. The Urgent-Important Matrix
Important is defined as an activity that
will help you complete your goals.
Urgent is defined as something that
has a deadline attached to it.

37. The Urgent-Important Matrix

38. Matrix Overview

39. Quadrants
Q1 Q3 Q4
Q1: Urgent / Important
Q2: Not Urgent / Important
Q3: Urgent / Not Important
Q4: Not Urgent / Not Important
Q2
Don’t waste

40. Q3
Quadrants
Q1 Q4
Q1: Urgent / Important
Q2: Not Urgent / Important
Q3: Urgent / Not Important
Q4: Not Urgent / Not Important
Q2
Delegate

41. Quadrants
Q1 Q3 Q4
Q1: Urgent / Important
Q2: Not Urgent / Important
Q3: Urgent / Not Important
Q4: Not Urgent / Not Important
Q2 activity reduces urgent/important tasks
Q2

42. Quadrants
Q1 Q3 Q4
Q1: Urgent / Important
Q2: Not Urgent / Important
Q3: Urgent / Not Important
Q4: Not Urgent / Not Important
Q2 activity leads to an effective life
Q2

43. Where is the Value?
TOP/
DOWN
BOTTO
M/UP
Weekly
Review

44. Planning Tips
and Tricks
By the end of this session
you will:
Learn some strategies for
efficient planning and
organization.

45. What is Your Planning Style?
Planner
Spontaneous

46. Which Planning Style is
Better?
BOTH

47. Planner => Spontaneous
Have a less rigid collection of
plans
Be open to new ideas
Listen to alternatives without
judging

48. Spontaneous => Planner
Make a rough plan for projects so that you
can get an idea of the size of the challenge
Finish jobs. An unfinished job is wasteful.
Consider your goal, so you can save time.

49. Guidelines for Efficient Planning
 Organize yourself
 Clean up continually
 Think short- and long-term
 Keep a master calendar
 Make a daily to-do list
 Use planning tools
 Make the planning suit your needs
 Be flexible

50. Other
Considerations for
Personal
Effectiveness
By the end of this session
you will:
Learn other tools for
improving your personal
effectiveness.

51. Tasks Need to be Atomised
 Ability to Extract Action
 Easier to Estimate
 Easier to Plan
 Easier to Cascade

53. Pareto Principle
• “80% of output is produced
by 20% of input.”
Pareto Principle
(80/20)

54.  20% of your actions produce 80% of
your results
 20% of your products account for 80%
of your sales
 20% of the population holds 80% of
the wealth
 80% of software problems are caused
by 20% of known bugs

57. Concentration Curves
 Know your chronotype and take
advantage of it
AM PM
HI
LO
AM PM
HI
LO
AM PM
HI
LO

58. About Multi-Tasking

59. “A weakness of all human beings
is trying to do too many things at
once.”
-- Henry Ford

60. Parkinson Law
• “The work expands to fill the
time available for its
completion”
Parkinson Law

61. Putting and End to
Procrastination

62. Eating a Frog
"If the first thing you do
each morning is to eat a
live frog, you can go
through the day with the
satisfaction of knowing
that is probably the worst
thing that is going to
happen to you all day
long."

63. Choose the Ugly One
"The rule of frog eating is
this: If you have to eat
two frogs, eat the ugliest
one first."

64. Clearing Out the Frogs
 Do you have a frog or two
waiting for you at work?
Are you procrastinating
about an item on your to-
do list? If so, what are
they?
 What is standing in the
way of eating that frog?
 How do you plan to avoid
having frogs in the
future?

65. Clearing Out the Frogs
One answer for a
recurring frog might be:
 Add the frog to a
routine, so you don't
have to think about it,
you just do it.