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 Southampton

Southampton situated 75 miles off south-west London, is the largest city of Hampshire. Southampton is a major port that lies nearest to the New Forest. Lying at the confluence of the Rivers Test and Itchen, where the River Hamble joins them to the south, the city is a unitary authority and has a population of 253,651. Southampton is pronounced as “Soton” by the locals who are known as “Sotonian”.

According to the census conducted in 2001 census Southampton and Portsmouth were separate urban areas but by 2011 they had become the sixth largest built area in England. It also formed a part of the South Hampshire metropolitan area or the Solent City. Its population of over 1.5 million makes it United Kingdom's most populous metropolitan areas.

Shipping

Southampton has been known for shipbuilding since a very early era. The RMS Titanic (known as the Unsinkable) sailed for the first and the last time from Southampton. The Royal ships - RMS Queen Mary and RMS Queen Elizabeth -  belonged to Southampton. It is believed that the flying boats of the Royal Imperial Airways were located at Southampton.

Education

Universities of Southampton and Southampton Solent University offered hotcake courses such as PGCE (Secondary), Doctorate degrees, l BSc (Hons.)and some professional courses. They get a bulk of students of nearby cities too. The University of Southampton ranked 81 among other global universities. With regard to, Southampton Solent University has a history of 160 years. It also won “Most improved student Experience ‘’ prize in 2015 by the Times higher education. Sononian is the local resident. They also represent the largest social online communities of the globe. Southampton F.C is the famous football club.

 Sports

Southampton plays host to the Southampton Football Club who are also known as “The Saints” which plays in the Premier League at St Mary's Stadium. “The Saints” achieved the best team status when playing in the English football (First Division) for the first time in the year 1966 and held that position for eight years. In 1976 they won the FA Cup beating the favourites Manchester United and stayed in that position for 27 continuous years. In 1992 “the Saints”  became founder members of the Premier League before being relegated in 2005. In 2012, they reentered the Premier League (Division 1) and in 2015, finished 7th.  The  Portsmouth F.C. ("South Coast derby") is one of the strongest rivals of “the Saints”.

Southampton also plays cricket. The Hampshire County Cricket Club is the famous cricket club that has been playing at the Rose Bowl in West End, the County Cricket Ground and the Antelope Ground, both of which fall near the city centre. Another league known for cricket is the Southampton Evening Cricket League.

The Southampton Hockey Club is one of the largest clubs in Hampshire which was founded in 1938 and has 7 men’s and 5 women’s teams. They girls and boys for the junior teams are chosen at an age of 6 years. Hampshire is also known for playing Rugby. The Trojans RFC are the oldest team that plays Rugby in Hampshire. The citizens of Hampshire also love yachting and water sports. Old Bowling Green – the world's oldest bowling green and first used in 1299 - is also located in Southampton and still is in use.

Miscellaneous

The Men’s Fitness magazine declared Southampton as the "fittest city in the UK" in 2006. In 2007, it fell one place down finishing next to London. Regarding parks and green places it was still ranked first. The people of Southampton watch television the least number of hours.

People     

  • Issac Watts, Musician
  • Benny Hill, Comedian
  • Chris Packham, Naturalist
  • Matt Cardle, Known for the X-Factor Series
  • Shellina Permaloo, Masterchef
  • Scott Mills, Radio Personality
  • Jane Austen, Author (Pride and Prejudice) lived in Southampton
  • Mike Brown, Rugby Union Player
  • Wally Masur, Australian Tennis Player
  • Millvina Dean, Last Survivor from the ill-fated RMS Titanic
  • Richard Aslett Pearce, first deaf-mute Anglican clergyman

 

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