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 Kingston upon Hull

Kingston upon Hull is referred as a port city in the East Yorkshire, England with a population of around 260,200 according to mid-2016 est. It is commonly known as Hull, lies upon the northern bank where river Hull meets the Humber estuary. It is the unitary authority in the east Yorkshire located 154 miles north of London and 25 miles inland from the North Sea. The early settlement of the town can be found back to the 12th century. The port of the town was first used by the monks of the Meaux Abbey for exporting the wool. They selected their ideal place for building the quay at the concurrence of the rivers Hull and Humber. Since there is no clear evidence regarding the exact year of the foundation of the town, but it was first referred in 1193. During the 12th century, the town remained as a market town, trading hub and industrial metropolis.

The town is also known for having municipally owned telephone system since 1902. The Member of Parliament of the town contributed towards the abolition of the slave trade in the country. The town also served the theatre of battle in English civil wars took place between the Royalists and Parliamentarians. The town was severally affected by the Second World War and experienced the phase of post-industrial decline, brought socio-economic problems, unemployment and social deprivation. The town has undergone new housing, commercial and administration projects post the Great recession period in the early 21st century.

History

The early history of the town traced its roots back to the Neolithic period. The access to the flourishing hinterland and navigable rivers attracted the people of the surrounding areas for settlement. The name of the town is suggested to be originated from dwelling place or Vik meaning inlet. The River Hull was the ideal channel for exporting the wool from Meaux Abbey. The royal charter was granted to the town in 1293 by King Edward I and renamed the settlement as Kingston upon Hull. The port was developed into the leading port of the England and also served as a base during the First War of Scottish Independence. The wealth of the city grew with the import of timber and wine along with the export of wool and woollen cloth.

During the middle ages, the trading links of the town were extended all over the world and became the centre of the coastal trading network and booming inland. The town flourished during the 16th and early 17th century and major developmental projects came into existence. The town became strategically important due to the presence of large arms and ammunition firms in the English Civil War. Whaling (Hunting of whales) played a significant role in the growth of the economy until the mid-19th century. The city status was granted to the town in 1897. With the decline of the hunting industry, the focus shifted to the deep sea trawling till the Cod Wars between the United Kingdom and Iceland.

Economy

The economy of the town was based on the seafaring and trading. Earlier, trade was initiated in the merchant’s houses such as Blaydes House and centred on the Hull River, later on, shifted to the Humber docks. In 1970, the fishing industry faced the recession, and the city remained only the busiest port managing 13 million tons of cargo per year. The city is home to the several chemical and healthcare industries including Smith and Nephew and Reckitt Benckiser. After the recession in fishing and heavy industries, the wealth of the town is primarily based on travel and tourism, education, entertainment and retail sector.

Landmarks

The famous places to visit in the city are Streetlife Museum of Transport, The Humber Bridge, Hull Marina, East Park, Ferens Art Gallery, Wilberforce House Museum, Hull Maritime Museum, Hull and East Riding Museum, Hull History Centre and much more exciting places.

Customer Service Skills

Customer service i...