Customer Service Delivery

The type of service provided to the client’s and the success of a business are directly proportional to each other. The better the service, the more the success rate. What, how and when a service needs to be delivered to a customer is the scope of this Customer Service Delivery course. This course helps the delegates to acquire and improve skills to help build affectionate relations with their clients.  The course comes with tools, techniques and prototypes which delegates can use to provide better service to the clients. With better customer service being delivered to the clients, the organisation benefits by understanding the client’s nature and requirements.

Customer Service Delivery course is a must for all those who seek to gain profit from the clients.  A better communication and a better understanding of the client is what this training aims at. We at Pearce Mayfield ensure our clients go satisfied and replete with the knowledge that helps them gain profits from their clients in return.

Exam:                                  

Exam Type: Multiple Choice Questions 

Duration: 90 minutes

Pass Percentile: 45%

• INTRODUCTION

• Understanding types of services
• Understanding customer types
• What customer service means
• Evaluating customer service

• Email Etiquette

• Email and Content
• Email atheism
• Understanding the five types of emails
• Emails and attachment
• Responding to emails
• Emailing and Customer service
• Emails and privacy

• DEALING WITH THE CUSTOMER

• Communicating with the unsatisfied customer
• Solving the customer’s problems
• Follow-up with the customer
• Customer service traits to copy (case studies)

• Setting the scene for customer service excellence

• Customer service and it’s changing nature
• Defining customer agreements and the advantages of a customer-focused organisation
• Customer charters allow differentiation from the competition
• Ensuring consistency in customer service & buy-in actions across organisation

• Understand your customers

• Customer behaviour & expectations
• The rising power of the customer
• Assess customer lifetime value
• Meet, manage and exceed customer expectations
• Deal with changing expectations
• Steps in the customer service process
• The loyalty ladder

• Keep customers with service excellence

• What is Service excellence?
• Keep existing customers attached
• The two types of customers - Internal versus external
• Care for existing customers
• Provide an accessible service
• Understand legislation and standards around consumer rights
• Promote your organisation
• Gain new business and customers
• Under promise and over deliver: Going the extra mile

• Connect with Client’s

• Develop a relationship between the organisation and the client
• Inspire confidence and build trust both
• Body language and active listening – Their Importance
• Make use of effective questioning
• Present information to customers as valued individuals
• Excel in written, face to face and telephone conversations

• Deal with customer dissatisfaction

• Tips and techniques for effective complaint handling
• Preparing to handle a complaint: a step by step guide
• How to increase the likelihood of a positive outcome post-complaint
• The value of customer feedback
• Service recovery

• Improve customer service

• Review performance
• Plan for service improvement
• Acknowledge the importance of the full customer experience

• Understanding Customer Service

• Describe Customer Service
• Identify Customer Expectations
• Commit Yourself to Providing Excellent Customer Service

• Focusing on the Customer

• Create a Positive First Impression
• Detect and help Meet the Customer's Needs
• Create a Positive Last Impression

• Handling Complaints

• Make it Easy for Customers to Complain
• Resolve the Problem
• Cope with Upset and Difficult Customers

• Delivering Excellent Customer Service on the Telephone

• Answer the Telephone
• Project a Positive Image Using Your Voice
• Transfer Calls
• Take Meaningful Messages

• Dealing With Stress

• Describe Stress
• Take Preventive Measures
• Overcome Stress

• Managing the Customer's Initial Contact

• Accept a Customer Contact
• Address a Customer's Emotional State
• Address Your Emotional State

• Addressing Customer Issues

• Assess Customer Issues
• Develop Solutions
• Negotiate to Reach a Solution

• Closing Communications

• Upsell Additional Products
• Conclude Customer Contact
• Follow Up
• Release Stress