Customer Acquisition and Growth Masterclass program

Extensive research has shown that your customer base is as important as your business itself

because that’s what largely determines the lifespan and success of your business.

Indeed, understanding your customer base is one of the biggest advantages and at the same time challenges your business has. It is estimated that 75% of African SMEs stagnate or fail to grow due to the lack of dynamic and sustainable customer base.

The Institute of Customer Service Professionals (ICSP), an independent institute solely dedicated for training and providing customer service solutions and strategies to a wide range of sectors and industries has introduced the Customer Acquisition and Growth Masterclass (CAGM) program.

About the CAGM

The CAGM is an eight-week intensive training program for CEOs and Senior Management Officials of Small, Medium and Enterprise-level businesses operating in Ghana and the West African sub-region.

It is a highly participatory and interactive training course which takes the participants on the

road to building a 21st century customer centric business.

Topics Covered includes but not limited to

What Is Customer Service?

Customer Service Philosophy

Who Is Your Customer?

Different Classes of Customers

Why Do Customer Buy?

What Customers Want

Leadership in Customer Service

Creating A Customer Service Philosophy

Effective People and Team Management

Setting Standards

Preferential Services

Complaints Handling

The Benefits of Improved Communication to Customer Service

Motivating Staff for Effective Customer Service

Customer Service as a business model

Setting up a Customer Service Department or Team

Benefits of the program

• Participants would go through the process of building a customer centric business strategy that is realistic and achievable for their business
• Both participant and the business would be customer service certified
• Employees of participating businesses can also take other customer service and related courses at ICSP at a discount
• Participants would have a pre and post support and consulting services from the institute

Start and End Date - 4th Feb - 25 March 2017 (8 Saturdays)

Certification - certificate for the participant, and a certification for the business will be awarded

Pre and Post-program Support

Consultations would be held in January before the training for the participants to check the

customer service state of the business (i.e customer segmentations, processes and procedures, customer service standards etc.)

After the training, there would be further consultation to make sure that strategies discussed during the training are being implemented properly.

Payment Terms

The total cost of pre and post consultation and training for the two months is Ghc 1200.

Participants can pay in three instalments and can enrol once the first instalment has been paid.

Venue

Training will take place at ICSP premises at Asylum Down, Accra-Ghana

Contact and Support

For further information and enquiries, kindly get in touch:

Mobile: +233 54 323 3390

E-mail: info@westcapestrategy.com

Website:  http://westcapestrategy.com/cagm/