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 Exeter

Exeter is an ancient city located within the county of Devon England with a population of around 129,800 according to mid-2016 est. It is a cathedral city situated on the Exe River about 70 miles southwest of Bristol and 37 miles northeast of Plymouth. The status of the non-metropolitan district has been granted to the city under the rule of the County Council, while unitary authority status was abandoned under the command of coalition government 2010. The city was the most Roman fortified establishment of the southwestern Britain. The early history of the city dates back to the Roman era, although the remains of the Cornish tribe also survived in the city before the Roman Empire.

During the Medieval and Tudor period, the city became a major religious centre, and Exeter cathedral was also found in the middle of the 11th century. Post 16th century Protestant Reformation, the city followed Western Christian tradition and became Anglican. The city was affected by the First World War, although during Second World Was the city centre had undergone significant changes and must of the area was rebuilt. The city became a powerful wool trade centre by the end of the 19th century and now considered as an important centre for tourism and modern business. It has been suggested that the modern name of the city is derived from the anglicised form of the well-known river Exe. 

History

There is no major prehistoric evidence found in the city. The early settlement of the area was established on a dry ridge ending in a spur, and some coins were also discovered during the Mediterranean history. The 42-acre fort named Isca was built by the Romans in AD 55 and served as a base for the legion of the Imperial Roman army that founded during the late Roman republic. The city was commonly known as Isca Dumnoniorum in the Roman era. The fort accommodated the unplanned civilian community of the Celtic Britons and the families of the soldiers. The fortress was demolished, and the site was used for the civilian purposes. Excavation of the area was done in 1970, but due to its closeness with the Cathedral Church of Saint Peter, the site could not be opened for public view.

The Saxons named the city as Escanceaster, they arrived the city after beating the Dumnonians in Somerset and maintained the quarter of the city for Britons, known as Britayne Street till mid of the 16th century. The county corporate status was granted to the city in 1537. During the industrial era, the economy of the city was based on the agricultural products which were locally available. Its geographical location on the fast flowing river contributed towards the development of the early industrial site on drained marshland of the city. The Bristol and Exeter Railway has first arrived in the city in 1844, and the horse-drawn trams were introduced in 1882.

During the 20th century, a new bridge was built made of steel and cast iron and changed the old Georgian bridge. In early 1905, the horse drawn trams were replaced by the electric trams. Later on, with the rise in the traffic problems caused by the trams, these were further replaced by the double-decker buses in 1931. The city was the prime target by the German Luftwaffe during the Second World War resulted in the death of 156 people and demolition of many historic buildings including the Cathedral. After that, little efforts were executed to restore the heritage of the city, and the large areas of the city centre were rebuilt in 1950. The city was severally affected by the serious fireworks, leading to the destruction of the Royal Clarence Hotel and 18 Cathedral Yard.

Customer Service Skills

Customer service i...