We provide holistic and specialized customer services solutions and strategies for individuals and organizations in all sectors and industries particularly in west Africa.
Customer Service Department Set-Up
We offer these services to new businesses who want to stand out amongst their competitors from the inception of their business. For this service, we would build from scratch a customer service department specific to our clients needs. We would prepare training modules and implement your service specifications based on your mission statement and business goals. We would go as far as helping with the recruitment of your front line staff to make sure that you have the right people from the inception of your business. This part of our service provides clients with the confidence they need to start their business. ICSP uses a tried and tested UK module in our customer service training and module implementation.
Mystery Shopping Activities
ICSP provides objective quantitative and qualitative feedback about their customer experience and conditions. This feedback can help business owners find out if their products, stock, pricing, and placement are appealing to customers; measure the training and performance of frontline employees; learn if competitors do a better job at sales, service, marketing, and operations; identify if employees are following company procedures or compliance practices; and, increase focus on customer service.
Corporate institutions who wish to train their employees also have the option of mixing the courses to suit the needs of their employees. ICSP would prepare a tailor made training for the corporate client with the preferred or needed number of days depending on the level and number of participants. All topics around customers service, customer relationship management, complaints handling on different platforms are areas with train in including the earlier mentioned topics. The corporate trainings can be run at the Institute or a location preferred by the client.
Customer Service Strategy Recommendations, Module Implementation or Restructuring
We work with our clients as in-house auditors for a specific time, depending on the size of the organization. We firstly identify customer service shortfalls and needs then create a specific bespoke training module / courses for your business or organization. We would sometimes need to restructure an existing service module without implementing a completely new one.
Customer Service & Interpersonal Skills Training
ICSP conducts a training needs analysis before preparing bespoke training for our clients. We prepare a 24 months training schedule for our clients. The training can be in-house or or at a preferred venue. We will provide a fully qualified and experienced trainer and the necessary participant materials. Courses can be customized to your own customer service needs or company objectives after intensive consultation has been conducted by ICSP.