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
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?
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.
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.
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.
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
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.
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
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
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
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.