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

Fill in the form below & we'd get back to you.

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

 

Enquire Now


----- OR -------

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

ABOUT Northampton

It is situated on the bank of river Nene, it is 67 miles on the northwest of London.Northampton comes under the region of East Midlands of Northamptonshire country. The Administration headquarters is Northampton guild hall. It is non-metropolitan district administered by two-tier structure government. Mary Markham and Heather Smith are the leaders of their respective councils. Christopher Malpas is the mayor. It has a population of around of 2 lakh 12 thousand. The population rose to many folds in past 9 years.It is also one of the biggest cities of United Kingdom.

History

Since Bronze age, Northampton is the latest colony among all. Earlier people lived at protected areas to save themselves from the attack like Hunsbury hill. The central part of this town was used as a base against Danish armies. The national importance increased after the Norman defeat. Still, it is one of the strategic locations for the present government. The royal residence was demolished and now railway station had been constructed there.

Geography

The division of the town is as suburbs, Council wards, Constituencies and a few more formal areas. There are two parliamentary constituencies i.e Northampton North and Northampton South. One can easily visit nearby places such as Wellingborough, Leicester, and Towcester. It is been administrated into various constituencies, suburban areas and 33 wards for effective implementation of development programs.

Climate

It has maritime climatic conditions such as cool summers and mild winters.The Moulton park weather station has its infrastructure in the University of Northampton which provides an update regarding weather conditions to the locals. Northampton is also among the highest points of the borough. The rainfall is approximately between 600mm and 700 mm.

Ethnicity

The white people are in majority with 1 lakh 80 thousand in numbers followed by Asian, black, mixed and Arbs. The Christian is in the majority with 57% population. There is also number of famous churches for worship.

Economy

The lion’s share of the economy of Northampton is with leather Industries. There are many prominent brands such as Wildsmith Shoes, Edward Green Shoes, Crockett and Jones and a few more. Engineering field also set up its game with leather industry.

Arts and culture

The market square is the biggest attraction of this town. The view of the night got best of all the world. The theatres, libraries, museums, and galleries are others places in the basket.

Education

During 1261, King Henry III gave the authority by a Royal Charter to run the University of Northampton. The University of Northampton gave tough competition to the University of Cambridge and University of Oxford. There were a large number of students who migrated from these universities to the University of Northampton. There was a large number of representatives of its students in the battle of Northampton. It made the King Henry III very anxious. The services of the University put an end in 1265. In the year of 2005, the university in its new form started giving its services in the region.

Transport

Northampton is at the junction point of 16, 15a and 15 of the M1 motorway that connects London with its city. The other major towns of Northampton are connected with A45 and A43. The A14 is providing links with the east and west of the town. It passes through the north side of the region. The airports that are giving their services to the region are Sywell Aerodrome, East Midlands Airport, and Luton Airport. During the time of traffic in services, Birmingham Airport is also used by people of the region in large scale. The bus services are also very appreciated by the people of the town.

Business Skills

In an organisation...