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 Doncaster

Doncaster is a place where markets were organised in the past. It was not mandatory at all for the smooth conduct of the market, but it has potential to hold a fair was also termed as Market town. The geographical location is near to South Yorkshire territory of the United Kingdom. With the geographical area of nearby suburbs and settlements, it forms a Metropolitan Borough of Doncaster. As per the population census of mid-2016, the population was 306,450. The only territory of the Doncaster contributes 109,810 population. As per the Treaty of Durham,  its Jurisdiction comes from the Scotland. The urban vicinity of the region contributes 158,145 people including the nearby villages.

Politics

There are three seats for the member of parliament in the Doncaster constituency. The constituency is currently under the power of Caroline Flint(Don Valley), Ed Miliband(Doncaster North), and Rosie Winterton(Doncaster Central). At a European level,  The city was a part of European Parliament Constituency. In September 2014, UklP organised yearly conclave. In the European Union Referendum 2016, Doncaster was in favour of leaving the European Union.

Geography     

With the development of the Coal Mining sector, the population of the borough expanded at a very rapid pace. In the late of 1970 and the beginning of 1980, it faced a lot of problem in the economic sector of the town. There have been lost in the job opportunities of the city. There has been a drastic shift towards the service industry of the city. The city has an excellent link with the rest of the United Kingdom owing to the communication links of it. There has been a destination where tourists come from all over the world, i.e. Frenchgate Shopping Centre.

Climate

Doncaster has a coastal climatic condition, and it lacks in the extreme temperature conditions. There has not been much difference between the maximum temperature as well as the lower temperature. RAF Finningley is the official weather station for the town.

Economy        

From the 18th century to 20th century, Doncaster was the major industrial centre among the nearby cities. It attracted visitors from all over the world, and it became extremely busy and experienced migration in the past. In nowadays, the city experiences development in commercial and residential wise.  

Tractor production      

During the 1930’s, International Harvester initiated the production of agricultural tools and implements at their manufacturing units. Farmall M was the first tractor manufactured in the unit on 13th September 1949. The initial parts for the manufacturing of tractors came from the United States of America

Transport

Doncaster is situated at the beginning of the European Route E13. Other main cities that are connected with it are London, Nottingham, and Sheffield. The unusual thing is that there is not a single European route designator in the street of the United Kingdom. The Initial Point of M1 motorway is M18 Junction 2 of Doncaster

Culture, tourism, and Nightlife

Doncaster Museum and Art Gallery are only renowned museums opened in 1964. It has been the home of local history, natural history, archaeology and decorative art. A lot of visitors visit the city during the weekend.

The nightlife of the city is appreciated nearby region. This town has 43 bars and clubs. It is just 200 to 300 meters distance from each other

Sports  

The City provides a lot of opportunities in sports and games. The City is famous for many games such as horse races, rugby football, soccer game and Speedway Racing. The basketball game is also played by few clubs though followed much by the native people. The city also has twin town in different countries such as Avion, France and Herten, Germany

 

Customer Service Skills

Customer service i...