Customer Relationship Management

Customer Relationship Management (CRM) and Global Business Etiquette - with Dresser-Rand

On the 29th & 30th of April, 2014 Fosad Consulting organized a training on Customer Relationship Management (CRM) and Global Business Etiquette for Dresser-Rand. In attendance where top management staff of Dresser-Rand.


Location: Oriental Hotel, Lagos, Nigeria

Number of Participants: 16

Facilitators:  Mrs. Mercy Itama & Mrs. Dolapo Kotun (PMP)


DAY 1: Customer Relationship Management

The day kicked off with the arrival of the participants, who were warmly welcome by the Fosad team. The Managing Director, Fosad Consulting Ltd., Dr. Mary Ade-Fosudo who was unavoidably absent was duly represented by Mrs. Uju Ikem, Lead, Human Resource Services, Fosad Consulting Ltd, who gave a warm welcome address and also introduced the facilitator for the day.

The day’s session was facilitated by Mrs. M. Itama, and the following points were discussed in the course of the training:

  • Understanding Your Customers Role in the Growth of Your Business
  • Benefits of Excellent Customer Service
  • Understanding the Impact of bad customer Service
  • Achieving Client Service Excellence
  • Building and retaining Client relationships
  • Improving Customer service Skills
  • Handling complaints
  • Developing Soft Skills

DAY 2: Global Business Etiquette

The training commenced at about 9:45am. Mrs. Uju Ikem welcomed the participants and briefly ran through the house and safety rules again before introducing the facilitator for the day, Mrs. Dolapo Kotun.

The facilitator clearly stated the importance of Global Business Etiquette, and she made use of several brain teasers. A couple of questions were posed to the participants to determine how much they already knew about the course. It was a very interactive session and the participants thoroughly enjoyed it.


Feedback from participants

Training outcomes were more than satisfactory as attested by the participants. The consensus by all and sundry was that it was a truly engaging experience; one they felt was timely and informative.

Mr. Victor Ekpenyong, Accounts Manager with Dresser Rand, was overly impressed with the format/style within which the trainings were delivered. According to him, the trainings lived up to expectation and he was glad to have attended. Most participants felt the trainings were useful and extended appreciable comments towards its organization and the instructors for the day.

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