Introduction to Customer Service

Art of delivering excellent service

ABOUT THE PROGRAM

The customer service course is designed to provide essential knowledge and skills required to improve the quality and effectiveness of customer experience. The one day course enables the delegates to identify the needs and desires of the customers, manage frustrated and irate customers and apply behavioural standards to enhance the customer experience. The delegates will learn how to handle difficult situations and customers, develop new customer relationships, resolve complaints with empathy and efficiency, achieve real excellence and gain confidence in the customer service role. The training program introduces delegates to the key concepts and modules that promote customer retention and loyalty and enhance their leadership and interpersonal skills.

  • Understand customer needs and their expectations

  • Work with the customer’s point of view

  • Handle complaints efficiently and effectively

  • Contribute positively to the enhancement of customer service

  • Courses delivered by highly qualified instructors

WHAT'S INCLUDED ?

Find out what's included in the training programme.

Includes

Courseware

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

Includes

Tutor Support

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

Includes

Key Learning Points

Clear and concise objectives to guide delegates through the course.

PREREQUISITES

No prerequisites are required for attending the Introduction to Customer Service course.

TARGET AUDIENCE

The customer service course is intended for anyone who wants to improve the quality of customer service within their own area of responsibility. The course is extremely beneficial to the front line people who deal face to face or over the phone with their customers.  

WHAT WILL YOU LEARN?

  • Explore the benefits of both writing and speech
  • Learn how to plan and prepare for writing a report
  • Understand the relevance of formal and informal writing
  • Identify, gather, analyse and interpret the relevant data and information accurately
  • Discuss the techniques for impressing the customers with excellent customer care skills
  • Learn how to communicate to both internal and external customers
  • Strategies to enhance your key performance indicators
  • Classify advanced listening and responding skills

Enquire Program

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PROGRAM OVERVIEW

Customers play an important role in the existence of any business in both public and private sector. A good customer service means being responsive to their desires and requirements.  In today’s competitive business environment, customer service is a crucial buzzword and plays a crucial role towards the growth of the organisation. Bad customer service can lose the reputation of your business, while good customer service makes your customers feel that you are not only making a sale but also want to develop long-term relationships with them.


PROGRAM CONTENT

Overview of Customer Service

  • Explain the term “customer ”
  • Identify your role in providing services to your customers
  • Describe the customers and their expectations
  • Define class customer service
  • Requirement of a customer service professional

Fundamentals of Customer Service

  • Describe the customer service transaction model
  • Know how to use the customer service contract prototype
  • Recognise how to notice the customer
  • Learn how open-ended questions enhance customer satisfaction
  • Describe the uses of evaluating and following up on customer queries.
  • Identify the benefits of conveying customer service issues to the management.
  • Learn how client deal take place

Customer Communication Summary

  • Identify the blockades in the interaction
  • Describe the different mediums that clients use for communication
  • Know the advantages of building an understanding with the clients
  • Distinguish the different methods for communication through both head-on and telephone

Customer’s Semantic

  • Match oral declarations to the exact communication places
  • Estimate customer situations to define best approaches
  • Describe graphics, audio and kinesthetic arguments
  • Match kinesthetic statements to the particular communication positions
  • Match visual reports to the precise communication channels

Setting the Values of Customer Service Excellence 

  • Understand the benefits of providing excellent customer services
  • Importance of managing internal and external customer prospects
  • First impressions of customers
  • Know and work with the four customer styles

Service Recovery: Handling Complaints and Difficult Customers 

  • Importance of customer complaints and why they should be encouraged
  • Six steps to service recovery
  • Empower employees to get the job done efficiently
  • Strategies to help calm upset customers
  • Manage emotions during stressful situations

Principles of Persuasion 

  • Request feedback from clients and colleagues
  • Art of giving and receiving feedback
  • Five dimensions of customer service excellence
  • Words and tones to avoid conflicts
  • Negotiate mutually beneficial outcomes
  • Best practices for call managing
  • Describe documentation and quality declaration
  • Measuring and monitoring customer satisfaction

Getting the Right Customer Service Attitude 

  • Stress management tips to increase productivity
  • Set personal and professional goals
  • Understand Client service mission and vision
  • Focus on continuous improvement
  • Importance of attitude and teamwork

Delivering Message of the Customer Service 

  • Understand nonverbal communication of customers
  • Identify client’s expectations and service requirements by using questioning techniques
  • How well does your organisation communicate the position of customer service?
  • Telephone tips to promote a professional image
  • Tips for building trust and rapport quickly face-to-face or on the telephone
  • Learning style
  • Developing your active listening skills to improve communications

Introduction to Customer Service Enquiry

 

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

ABOUT Bristol

  A city as well as a county in South West England, the Bristol city is the 12th largest in England in terms of area and 10th in terms of population. According to the latest census conducted in 2017, Bristol has a citizen strength of 454,200.

Bristol received its royal charter in 1155 AD and till the 14th century, it remained divided between Gloucestershire and Somerset before becoming a county itself. Bristol remained in a strong financial position during the 13th to the 18th century as it stood third in England in terms of tax receipts. It was only during the Industrial Revolution that the cities of Birmingham, Manchester and Liverpool surpassed Bristol. The currency in use in Bristol is also the largest being used in the United Kingdom – the Bristol Pound.

As far as education is concerned, Bristol houses two universities – The University of Bristol and the University of the West of England. Besides it also houses sporting and artistic venues such as the Spike Island, Memorial Stadium and Ashton Gate.

Bristol has been known for explorations since long. Explorers have many times visited the North Americas on their ships. John Cabot, the first European to visit the North America since the Vikings started his voyage from Bristol. Ships from Bristol also carried slaves from Africa to Americas during the 18th and the 19th centuries. In 1807 2000 slave ships carried 500,000 slaves to the Americas from Africa.

Sports

The city of is home to clubs playing almost every sport such as football, rugby, cricket, basketball and many others. Bristol City and Bristol Rovers‍ are the Football League clubs in Bristol. The former club, Bristol City, was formed in 1897 and within a span of 10 years they ended up as runner-ups in 1907 in the Division One league. In 1909 they ended up as runner-ups in FA Cup final. However, they started sinking thereafter and by 1982 declared themselves to be bankrupt. In 2007 they got promoted to the second tier of the English League where they lost to Hull City in the playoffs for being promoted to the Premier League.

Bristol Rovers came into existence in 1883 and since then have won Division Three South in 1952–53 and Division Three in 198990 and the Watney Cup in 1972. They ended up as runners-up in 2006-2007 for the Johnstone's Paint Trophy.

The Bristol also plays rugby. Formed in 1888, Bristol Rugby was earlier known as Bristol Football Club. Since 1888, the club has been constantly performing at very high levels of the game.

Gloucestershire County Cricket Club is known to play county cricket at the Bristol County Ground. The Bristol County Ground is also known as the only international sports ground in the south west of England. The club won 9 trophies between 1999 and 2006. During this period it also acquired a double-double by winning both the Benson & Hedges trophy and the C& G trophy in two consecutive years i.e. 1999 and 2000.

Transport

There are two main railway stations in Bristol - Bristol Temple Meads and Bristol Parkway. Bristol Temple Meads offers fast-running trains to local, regional, London Paddington and CrossCountry trains. There are such trains running from Bristol Parkway also that connect to Cardiff Central, Swansea, and London Paddington. There are Cross-Country services to the North East and Birmingham. The South Western Railway also offers some limited service to London Waterloo via Clapham Junction.

Bristol is also coming up with a new bus rapid transit system or the Metrobus that will provide a faster and better bus service to reduce overcrowding. This system of rapid transportation will be able to run concurrently on both bus lanes as well as secluded and directed busways.

Customer Service Skills

Customer service i...