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 Chichester

Chichester is a District under the administration of Shire Country. It comes under the Southeast Region. The history of the town began with the settlement of the Roman Empire. The crucial part of the history is also associated with Anglo-Saxon times. The 12th-century cathedral is also situated here.  The oldest churches of the Britain and Several Historic Buildings are also constructed here. As per 2011 population census, the population of the town was 27 thousand.

History

When the Romans invaded, Chichester was the important gateway for them. This fact was confirmed by various settlements and storage structures built in the region. The north gate of the city connects Chichester and Silchester road. The original wall of the Roman city used to control the flow of the River Lavant. This wall stood up-to 1500 years. Georgian wall now replaced this wall after so many years. The area under Amphitheatre is now transformed into a park. With the use of the Romans walls around 878-879, Alfred the Great made it wholly fortified. The reserved soldiers of the brigade were used in case of the Emergency in various fields like Garrison. During the compilation of the Domesday Book, the population of the town was nearly 1500. The Roger de Montgomerie got the charge of Chichester after the Battle of Hastings. He got the charge owing to his brave efforts in the battle. There had been a great military presence until the services put an end in 2014.

Governance

It is well designated and nice cities to live in England. There are total 5 members in each ward and a total strength of the members comes to 20. The council house for Chichester has been running since 1731.  Andrew Tyrie is the MP of the city.

Geography and Climate

The city is located on the River Lavant. There are many ancient routes that meet here. It makes the city very favourable for the settlement. Inside the medieval walls, a large number of ancient structures found. There are many Grade I and Grade II buildings found in the Chichester Conservation area. The newly built canal basin and area in its vicinity are included in the City conservation area. Due to its Oceanic climate and location near to southern Britain, It has mild winters and cool summers. The sun rays fall directly on Chichester and it gets high sunshine to rest of the United Kingdom.

Religion

The Saint Richard of Chichester shrine constructed in the city’s Cathedral. The bell tower is not integrated into the main building of Cathedral. The city has a large number of the churches including other religious buildings. People gathered here for worship.

Transport

Chichester is the junction point of various roads. The prominently used by the commuters is A27 Coastal trunk road. This road covers the southern part of the town. Other motorways that connected with it are M275, M3 and M27. The city also has railway station. The bus Services are preferred by locals. The main service provider such as Compass Travel, Stagecoach in South Downs and a few more. The Chichester Airport is in the Northern Part of the city. The Centurion Way Is Icing on the cake for cyclists, Riders and Walkers.

Education

Chichester Free School, the Bishop Luffa School are three secondary schools in Chichester. In 2016, Chichester High School becomes coeducational institution after merging of High School for boys and girls. The Chichester is proficient in providing Vocational courses in various fields. The University of Chichester not only has its proficiency in academics but also provides vocational courses. St Richard’s Hospital has been providing its services since World War II.

Customer Service Skills

Customer service i...