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 Wokingham

Wokingham meaning ‘Wocca's people's home', situated 6 3 km from London to its West, and having a population of 30,690 is a market town. Wokingham, before 1974 when the local government was reorganized, was a borough. To form the current Wokingham District, it merged in 1974 it merged with Wokingham Rural District. Wokingham achieved the status of a borough in 2007.

Governance:

Northern Wokingham, at one time, was a detached part of Wiltshire that extended into the centre of the town – the area currently occupied by the Norreys, Bean Oak and Dowlesgreen estates. In 1844 it became a part of Berkshire. The then existing parish, in 1894, was divided into rural and urban civil parishes.

The Municipal Corporation Act of 1835 left Wokingham unformed. The Act was reformed in 1883. Due to the Local Government Act 1972, in 1974,  Wokingham and Wokingham Rural District merged to form the non-metropolitan district of Wokingham.  Formed as a unitary authority in 1998, the district has 54 elected councillors presided over by an elected councillor who manages the district and chairs (as a Chairman) all the meetings for a full year. The elections take place in three out of four years for the Chairman Councillor. Since 2002, the Conservative party has been in the seat with a majority. The Shute End is home to the Borough Council Offices in Wokingham.

Topography:

Located on the Emm Brook kin the Loddon Valley in central Berkshire, Wokingham is 33 miles west of central London and between the towns of Reading and Bracknell. Wokingham originally happened to be just a piece of agricultural land on the western front of the Windsor Forest. Wokingham’s soil is rich in loam and has a subsoil of gravel and sand.

The Wokingham town centre is replete with residential areas in almost every direction. The residential areas in the east are home to Dowlesgreen, Norreys, Keephatch and Bean Oak, in the west are Woosehill and  Emmbrook in the northwest. To the south, the areas include Wescott and Eastheath. Other residential areas include Woodcray and Luckley Green which have been present for a long time.

The last 8 decades have seen a lot of development in Wokingham. Dowlesgreen and Woosehill were built on farmland in the late 1960’s to the early 1970’s. Bean Oak was also developed during the same period. Keephatch came to be built in the '90s decade. The Norreys Estate came into existence in the 1960s. The  Norreys Avenue is. however, the oldest residential road having been built in the 1940’s. Norreys Avenue shaped as a horseshoe is located on Norreys Manor (now demolished). Because of this much of the manufactured houses were styled like those belonging to the 1940’s.The road also is home to some brick houses and to three blocks for police residential quarters.

Charities

Wokingham is home to a number of charities helping the needy. The list follows:

  • The Lucas Hospital: It is an almshouse founded in 1663 for helping sixteen elderly men who came here from the neighbouring location.
  • Wokingham United Charities: This charity provides various grants to people who live in the Wokingham area. They help them by getting rid of their poverty, distress and hardship. Besides they also provide shelter to the needy.
  • The Rotary Club of Wokingham: The club form a part of the Rotary International. It’s members take on many activities to raise funds for distributing to the needy whether locally or worldwide.

Churches

  • Wokingham Baptist Church
  • Wokingham Baptist Church
  • St Paul's Church
  • Wokingham Methodist Church
  • Christchurch Wokingham (CofE)
  • Woosehill Community Church
  • Norreys Church
  • Paul's Church (CofE)
  • Kings Church Wokingham
  • All Saints' Church (CofE)

Manors :

  • Evendon's Manor
  • Keep Hatch (demolished)
  • Norreys' Manor now named as Norreys Avenue )

Customer Service Skills

Customer service i...