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 Southampton

Southampton situated 75 miles off south-west London, is the largest city of Hampshire. Southampton is a major port that lies nearest to the New Forest. Lying at the confluence of the Rivers Test and Itchen, where the River Hamble joins them to the south, the city is a unitary authority and has a population of 253,651. Southampton is pronounced as “Soton” by the locals who are known as “Sotonian”.

According to the census conducted in 2001 census Southampton and Portsmouth were separate urban areas but by 2011 they had become the sixth largest built area in England. It also formed a part of the South Hampshire metropolitan area or the Solent City. Its population of over 1.5 million makes it United Kingdom's most populous metropolitan areas.

Shipping

Southampton has been known for shipbuilding since a very early era. The RMS Titanic (known as the Unsinkable) sailed for the first and the last time from Southampton. The Royal ships - RMS Queen Mary and RMS Queen Elizabeth -  belonged to Southampton. It is believed that the flying boats of the Royal Imperial Airways were located at Southampton.

Education

Universities of Southampton and Southampton Solent University offered hotcake courses such as PGCE (Secondary), Doctorate degrees, l BSc (Hons.)and some professional courses. They get a bulk of students of nearby cities too. The University of Southampton ranked 81 among other global universities. With regard to, Southampton Solent University has a history of 160 years. It also won “Most improved student Experience ‘’ prize in 2015 by the Times higher education. Sononian is the local resident. They also represent the largest social online communities of the globe. Southampton F.C is the famous football club.

 Sports

Southampton plays host to the Southampton Football Club who are also known as “The Saints” which plays in the Premier League at St Mary's Stadium. “The Saints” achieved the best team status when playing in the English football (First Division) for the first time in the year 1966 and held that position for eight years. In 1976 they won the FA Cup beating the favourites Manchester United and stayed in that position for 27 continuous years. In 1992 “the Saints”  became founder members of the Premier League before being relegated in 2005. In 2012, they reentered the Premier League (Division 1) and in 2015, finished 7th.  The  Portsmouth F.C. ("South Coast derby") is one of the strongest rivals of “the Saints”.

Southampton also plays cricket. The Hampshire County Cricket Club is the famous cricket club that has been playing at the Rose Bowl in West End, the County Cricket Ground and the Antelope Ground, both of which fall near the city centre. Another league known for cricket is the Southampton Evening Cricket League.

The Southampton Hockey Club is one of the largest clubs in Hampshire which was founded in 1938 and has 7 men’s and 5 women’s teams. They girls and boys for the junior teams are chosen at an age of 6 years. Hampshire is also known for playing Rugby. The Trojans RFC are the oldest team that plays Rugby in Hampshire. The citizens of Hampshire also love yachting and water sports. Old Bowling Green – the world's oldest bowling green and first used in 1299 - is also located in Southampton and still is in use.

Miscellaneous

The Men’s Fitness magazine declared Southampton as the "fittest city in the UK" in 2006. In 2007, it fell one place down finishing next to London. Regarding parks and green places it was still ranked first. The people of Southampton watch television the least number of hours.

People     

  • Issac Watts, Musician
  • Benny Hill, Comedian
  • Chris Packham, Naturalist
  • Matt Cardle, Known for the X-Factor Series
  • Shellina Permaloo, Masterchef
  • Scott Mills, Radio Personality
  • Jane Austen, Author (Pride and Prejudice) lived in Southampton
  • Mike Brown, Rugby Union Player
  • Wally Masur, Australian Tennis Player
  • Millvina Dean, Last Survivor from the ill-fated RMS Titanic
  • Richard Aslett Pearce, first deaf-mute Anglican clergyman

 

Customer Service Skills

Customer service i...