Customer Service Risk Management

Customer Service Risk Management

  • September 20, 2019
  • 9:00 am to 4:00 pm
  • Conrad Clark Training Hub, 3rd Floor Ibukun House, Plot 14 Adetokunbo Ademola Street, (Opposite Eko Hotel), Victoria Island, Lagos.
  • 08095550641

Practical and Inspiring

Learning Outcomes

After completing the course, you will be able to:

  • Address the risks facing organization’s Customer Service Management
  • Manage high turnover risk – attracting and retaining quality customers
  • Align customers expectations with organizational objectives (value management risk)
  • Explore relationships between risk and organizational reward strategy
  • Understand the impact of customers service in business continuity/crisis management.
  • Develop a wholistic customer care approach by taking into consideration seven different aspects of the definition of customer service.
  • Create objectives and programs to maximize internal customer satisfaction
  • Evaluate the design, implementation and analysis of customer satisfaction surveys
  • Use customer complaints as the springboard for service improvement
  • Write Service Level Agreements (SLAs) to ensure clarity and conformance
  • Assess the service aspect of the organization or department through well-chosen Key Performance Indicators (KPIs)

Target Audience

  • Executives, managers and decision makers who are keen on improving performance by taking their customers to higher levels of satisfaction, as well as customer service managers and supervisors interested in advanced customer service tools and risk-based management.
  • Customer Service Officers
  • Customer ServiceManagers
  • Customer ServiceRepresentatives
  • Front Desk Officers
  • Admin Officers
  • Social Media Handlers
  • 9:00 AM — 11:00 AM
    Introduction - Fraud & Financial Crime – What is it?
     Overview of Fraud, Theft, Corruption, Money Laundering & Relevant Legislations  Types of Fraud: Definitions, Statistics, Trends & Fraudster Motivations  Global & Local Anti-Fraud Standards  Case Study Examples & Practical Scenario-Based Exercises  Fraud Awareness Video Presentation
  • 11:00 AM — 1:00 PM
    Fraud Prevention, Response & Investigation
     Common Fraud Risk Areas in all Organisations  Fraud Detection Methods  Fraud-Proofing’ Your Organisation (Do’s & Don’ts)  Developing An ‘Anti-Fraud Toolkit’  Case Study Examples & Practical Scenario-Based Exercises
  • 1:00 PM — 4:00 PM
    Anti – Money Laundering and Counter – Terrorism Financing
     What Is Money Laundering?  ALM/CFT Legal Framework  Global & Local Anti – Money Initiatives  Customer Due Diligence  Suspicious Activity Reporting & Record Keeping  Sanctions & Redress  What are the Obligations of Staff & Management  Case Study Examples & Practical Scenario-Based Exercises

Register

Other Details

Date: Friday, 20th September 2019.

Venue: Conrad Clark Training Hub, 14 Adetokunbo Ademola Street, Victoria Island, Lagos.

Cost: #85,000 (VAT Excl).

Delegates Takeaway: CDP Certificate Attendance, Post Workshop Support

Enquiries: 08095550641, info2@conradclark.com

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