Customer Service Delivery

Understanding Customer Requirements

ABOUT THE PROGRAM

The type of service provided to the client’s and the success of a business are directly proportional to each other. The better the service, the more the success rate. What, how and when a service needs to be delivered to a customer is the scope of this Customer Service Delivery course. This course helps the delegates to acquire and improve skills to help build affectionate relations with their clients.  The course comes with tools, techniques and prototypes which delegates can use to provide better service to the clients. With better customer service being delivered to the clients, the organisation benefits by understanding the client’s nature and requirements.

  • Master ways to develop & maintain a positive, customer-focused, defiance

  • Assess and analyse customer satisfaction

  • Deal with customer dissatisfaction situations resulting in constructive outcomes

  • Gain insight to connecting with the clients online

WHAT'S INCLUDED ?

Find out what's included in the training programme.

Includes

Key Learning Points

Clear and concise objectives to guide delegates through the course.

Includes

Tutor Support

A dedicated tutor will be at your disposal throughout the training to guide you through any issues.

Includes

Courseware

Courseware will also be provided to the delegates so that they can revise the course after the training.

PREREQUISITES

There are no prerequisites for this course.

TARGET AUDIENCE

  • Operations Managers
  • Customer Service Representatives
  • Finance Personnel
  • Payroll Officers
  • Accounts Receivable and Payable

WHAT WILL YOU LEARN?

  • Classifying the good and bad customer service behaviour
  • Forming relations with customers easily
  • Having positive attitude for problems
  • Managing emotional responses in challenging discussions
  • Managing customer’s emotional temperature
  • Methods for controlling the conversation
  • Effective questioning and listening methods to explain customer requirements and expectations
  • Responsibility to attain customer satisfaction
  • Transactional Analysis
  • Handling challenging customers calmly and confidently
  • Employ service excellence plans to retain current and attract new customers
  • Be perceived as a professional through body language, effective questioning and active listening 
  • Identify what the organisation has to offer customers and clients
  • Understand and manage customer/client expectations in different situations
  • Deal with customer dissatisfaction situations resulting in constructive outcomes
  • Know the need for customer care skills
  • Know how to deal effectively with anger, aggression and complaints
  • Understand the importance of security and personal security
  • Assess and analyse customer satisfaction
  • Explain what customer service means to internal & external customers
  • Recognise how one's attitude affects service standards
  • Master ways to develop & maintain a positive, customer-focused, defiance
  • Frame techniques for service excellence over the phone
  • Gain insight to connecting with their clients online
  • Master techniques for dealing with difficult customers
  • Grow needs inquiry devices to address customer needs better
  • Acquire tools for recovering demanding customers
  • Understand when to escalate an issue
  • Apply methods of customer service to get profits
  • Practice methods for developing goodwill through in-person customer service
  • Identify strengths and weaknesses in the organisation's customer care process
  • Ability to use influencing skills to build long-term relationships with the primary customers
  • Describe different customer behaviour styles
  • Be able to maximise the chance given by a complaining customer
  • Know what exceptional customer care looks like.
  • Develop tactics to show this level of service
  • Review performance and plan for customer service improvement

Enquire Program

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PROGRAM OVERVIEW

Customer Service Delivery course is a must for all those who seek to gain profit from the clients.  A better communication and a better understanding of the client is what this training aims at. We at Pearce Mayfield ensure our clients go satisfied and replete with the knowledge that helps them gain profits from their clients in return.

 

Exam:                                  

Exam Type: Multiple Choice Questions 

Duration: 90 minutes

Pass Percentile: 45%


PROGRAM CONTENT

  • INTRODUCTION
    • Understanding types of services
    • Understanding customer types
    • What customer service means
    • Evaluating customer service
  • Email Etiquette
    • Email and Content
    • Email atheism
    • Understanding the five types of emails
    • Emails and attachment
    • Responding to emails
    • Emailing and Customer service
    • Emails and privacy
  • DEALING WITH THE CUSTOMER
    • Communicating with the unsatisfied customer
    • Solving the customer’s problems
    • Follow-up with the customer
    • Customer service traits to copy (case studies)
  • Setting the scene for customer service excellence
    • Customer service and it’s changing nature
    • Defining customer agreements and the advantages of a customer-focused organisation
    • Customer charters allow differentiation from the competition
    • Ensuring consistency in customer service & buy-in actions across organisation
  • Understand your customers
    • Customer behaviour & expectations
    • The rising power of the customer
    • Assess customer lifetime value
    • Meet, manage and exceed customer expectations
    • Deal with changing expectations
    • Steps in the customer service process
    • The loyalty ladder
  • Keep customers with service excellence
    • What is Service excellence?
    • Keep existing customers attached
    • The two types of customers - Internal versus external
    • Care for existing customers
    • Provide an accessible service
    • Understand legislation and standards around consumer rights
    • Promote your organisation
    • Gain new business and customers
    • Under promise and over deliver: Going the extra mile
  • Connect with Client’s
    • Develop a relationship between the organisation and the client
    • Inspire confidence and build trust both
    • Body language and active listening – Their Importance
    • Make use of effective questioning
    • Present information to customers as valued individuals
    • Excel in written, face to face and telephone conversations
  • Deal with customer dissatisfaction
    • Tips and techniques for effective complaint handling
    • Preparing to handle a complaint: a step by step guide
    • How to increase the likelihood of a positive outcome post-complaint
    • The value of customer feedback
    • Service recovery
  • Improve customer service
    • Review performance
    • Plan for service improvement
    • Acknowledge the importance of the full customer experience
  • Understanding Customer Service
    • Describe Customer Service
    • Identify Customer Expectations
    • Commit Yourself to Providing Excellent Customer Service
  • Focusing on the Customer
    • Create a Positive First Impression
    • Detect and help Meet the Customer's Needs
    • Create a Positive Last Impression
  • Handling Complaints
    • Make it Easy for Customers to Complain
    • Resolve the Problem
    • Cope with Upset and Difficult Customers
  • Delivering Excellent Customer Service on the Telephone
    • Answer the Telephone
    • Project a Positive Image Using Your Voice
    • Transfer Calls
    • Take Meaningful Messages
  • Dealing With Stress
    • Describe Stress
    • Take Preventive Measures
    • Overcome Stress
  • Managing the Customer's Initial Contact
    • Accept a Customer Contact
    • Address a Customer's Emotional State
    • Address Your Emotional State
  • Addressing Customer Issues
    • Assess Customer Issues
    • Develop Solutions
    • Negotiate to Reach a Solution
  • Closing Communications
    • Upsell Additional Products
    • Conclude Customer Contact
    • Follow Up
    • Release Stress

Customer Service Delivery Enquiry

 

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Reach us at 0121 368 7851 or info@msptraining.com for more information.

ABOUT Ipswich

Ipswich, the county town of Suffolk and non-metropolitan district located 60 miles northeast of London. It lies at the mouth of the Orwell River with a population of around 133,384 according to 2011 census. The town derived its name either from Orwell estuary or an Anglo-Saxon personal name and it was also referred as Gippeswic, Yppswyche, and Gyppewicus. The town became famous in early times for its major port Ipswich Dock which has been England’s one of the major trading port. It was also considered UK’s one of the most prosperous city since Anglo-Saxon period.

History

Ipswich is one of the oldest inhabited towns in the England. The history of the town traced its roots back to the Roman period. The rural towns and settlements were connected to the area around the town via the rivers Gipping and Orwell during the Roman Empire. The largest Roman villa and fort were built during the Roman Empire and still stands at Castle Hill and Walton near Felixstowe respectively. The Sutton Hoo treasures and replicas of the Roman Mildenhall are still preserved in the museum of the town. The modern town has been continuously occupied around Ipswich dock since the Saxon period. After the abandonment of Roman period, the development of coastal states of north-western Europe came into existence. The former Roman ports of London served as major communication and trading port between eastern Britain and the continents of Scandinavia and Rhine.

The first large-scale potteries were established in the town with the arrival of Frisian potters from Netherlands in the 7th century. The Shrine of Our Lady of Grace of the town became a famous pilgrimage destination and attracted many pilgrims during the middle ages. The independent Ipswich Institute reading room and library were built in 1824 and still survives today. The town was targeted by German Zeppelins and bombing raids during the First and Second World War resulted in many casualties and destruction of the area in and around the docks. The town has undergone a considerable redevelopment around the waterfront and industrial dock area was rebuilt into the residential and commercial centre. Ipswich has made several attempts for attaining the city status but all the bids remain unsuccessful and it remains as a town.

Culture

The town has a number of galleries and three museums include Christchurch Mansion Ipswich Transport Museum, Ipswich Museum, Ancient House and Christchurch Mansion. New works of art are continuously promoted by the Borough Council. The New Wolsey Company took on the management of New Wolsey Theatre built on the Civic Drive accommodating 400 people. The summer arts festival is celebrated every year and known as Ipswich Arts Festival.

Industry

Ipswich is county town of agricultural Suffolk and home to famous agricultural manufacturers. Adastral Science Park is located to the east of the town, earlier the area was being used by the British Telecom Research Laboratories. The insurance business is the key employment sector and employs the majority of the workforce in the town. Other employers include Legal and General, Axa, LV, Churchill, and Willis. The experienced and skilled workforce has contributed to the establishment of the ancillary works in the past few years. Every year millions of tons of cargo are being handled in the famous port named as Haven port.

Education

There are several state-funded secondary and independent schools in the town include Copleston and Northgate High Schools, Ipswich School, Ipswich High School and Ipswich Academy. Suffolk New College, University of Suffolk and Sixth Form College serves the residents of the town and neighbouring area.

Notable Personalities

List of famous residents includes Thomas Wolsey, Alf Ramsey, Sarah Trimmer, Bobby Robson, Richard Ayoade and Thomas Gainsborough.

Business Skills

In an organisation...