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 Gloucester

Gloucester is the non-metropolitan county of Gloucestershire with a population of around 121,900 according to 2011 census. It is a 53rd populous city in the United Kingdom. It is situated near the Welsh border on the eastern bank of the Severn River. Gloucester is a city in the southwest England and lies between the Forest of Dean and the Cotswolds rural area. Roman Emperor Nerva founded the city in AD 97. The first charter was granted to the city in 1155, gave the inhabitants the same rights as the civilians of London and the second charter gave the freedom of passage on the Severn River. The town’s economy is largely based on the service industry. The city is said to have been dominated by the aerospace industry in its earlier times.

History

The early settlement of the city found its root back to the Roman period. Romans built the Glevum, a Roman fort that became a colonia of retired legionaries. The number of remains, parts of the walls and coins have been discovered, and other Roman artefacts and tombstones are stored in the Gloucester City Museum. During the 4th century, Celtic Dubonni tribe had taken control of the city after the withdrawal of the Roman Empire. Until 584, the city became a part of Wessex in the Anglo-Saxon Chronicle. The city derived its name from the Anglo-Saxon fort.       

In 577, the Saxons occupied the city. Its geographical location and the foundation of St Peter abbey contributed towards the growth of the town. The city was a borough with a castle before the Norman invasion of England. The remains of Northumbria King, Saint Oswald, brought to the small church at the beginning of the 10th century, attracted many pilgrims to the town. Recently, a unique coin was discovered in the north of the city dates back to 1077-80. The city had a large fishing industry in the medieval period. The main export was wool, leather, weapons and tools at that time. During the 14th century, the most significant period began in the history of the town with the convention of Parliament in Gloucester. The two grammar schools were built in the city in the 16th and 17th century: Sir Thomas Rich’s School and the Crypt School.

Transport

M5 motorway serves the Gloucester and runs to the east of the city. The north, central and south city is also served by Junction 11, Junction 11 a and Junction 12 respectively. The A38 connects the town with the cities of Bristol and Tewkesbury (civil parish in Gloucestershire) and runs to the north-south of the city, while A40, A46, A417 links Gloucester with the towns of Cheltenham, Monmouth and Cirencester. The city was the lowest bridging point on the river before the construction of Severn Bridge in 1966. The central railway station serves the city of Gloucester in England and connects to the cities of Reading, Nottingham, London, Cardiff and Birmingham.

Industry

Historically, the city was dominated by the aerospace business. The Gloucestershire Aircraft Company renamed as Gloster Aircraft Company in 1926 as international customers found difficult to pronounce ‘Gloucestershire’. The aviation history is celebrated by the sculpture in the city centre. The city is home to the large insurance company Ecclesiastical Insurance and Allchurches Trust, a large national charity in the United Kingdom. The TSB Bank and Lloyds Banking Group have their offices located in the city. A Business Park is located on the periphery of the city and has close links to the A417 and M5. The big brands including Detica, Direct Wines, Ageas and Fortis have their presence in the business park. The industrial history of the city is celebrated at the National Waterways Museum with interactive displays and canal boats.

Attractions

The famous places to visit in the city include Gloucester Cathedral, The Museum of Gloucester, National Waterways Museum, Gloucester Quays and Docks, Gloucestershire Arts and Crafts Centre, Jet Age Museum, Prinknash Abbey, The Barn Owl Centre and much more exciting locations.

Customer Service Skills

Customer service i...