Customer Service Delivery

Understanding Customer Requirements

ABOUT THE PROGRAM

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.

  • Master ways to develop & maintain a positive, customer-focused, defiance

  • Assess and analyse customer satisfaction

  • Deal with customer dissatisfaction situations resulting in constructive outcomes

  • Gain insight to connecting with the clients online

WHAT'S INCLUDED ?

Find out what's included in the training programme.

Includes

Key Learning Points

Clear and concise objectives to guide delegates through the course.

Includes

Tutor Support

A dedicated tutor will be at your disposal throughout the training to guide you through any issues.

Includes

Courseware

Courseware will also be provided to the delegates so that they can revise the course after the training.

PREREQUISITES

There are no prerequisites for this course.

TARGET AUDIENCE

  • Operations Managers
  • Customer Service Representatives
  • Finance Personnel
  • Payroll Officers
  • Accounts Receivable and Payable

WHAT WILL YOU LEARN?

  • Classifying the good and bad customer service behaviour
  • Forming relations with customers easily
  • Having positive attitude for problems
  • Managing emotional responses in challenging discussions
  • Managing customer’s emotional temperature
  • Methods for controlling the conversation
  • Effective questioning and listening methods to explain customer requirements and expectations
  • Responsibility to attain customer satisfaction
  • Transactional Analysis
  • Handling challenging customers calmly and confidently
  • Employ service excellence plans to retain current and attract new customers
  • Be perceived as a professional through body language, effective questioning and active listening 
  • Identify what the organisation has to offer customers and clients
  • Understand and manage customer/client expectations in different situations
  • Deal with customer dissatisfaction situations resulting in constructive outcomes
  • Know the need for customer care skills
  • Know how to deal effectively with anger, aggression and complaints
  • Understand the importance of security and personal security
  • Assess and analyse customer satisfaction
  • Explain what customer service means to internal & external customers
  • Recognise how one's attitude affects service standards
  • Master ways to develop & maintain a positive, customer-focused, defiance
  • Frame techniques for service excellence over the phone
  • Gain insight to connecting with their clients online
  • Master techniques for dealing with difficult customers
  • Grow needs inquiry devices to address customer needs better
  • Acquire tools for recovering demanding customers
  • Understand when to escalate an issue
  • Apply methods of customer service to get profits
  • Practice methods for developing goodwill through in-person customer service
  • Identify strengths and weaknesses in the organisation's customer care process
  • Ability to use influencing skills to build long-term relationships with the primary customers
  • Describe different customer behaviour styles
  • Be able to maximise the chance given by a complaining customer
  • Know what exceptional customer care looks like.
  • Develop tactics to show this level of service
  • Review performance and plan for customer service improvement

Enquire Program

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PROGRAM OVERVIEW

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%


PROGRAM CONTENT

  • 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

Customer Service Delivery Enquiry

 

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Reach us at 0121 368 7851 or info@msptraining.com for more information.

ABOUT Bolton

Bolton is a town under the administration of northwest region of Great Manchester, England.  Earlier it was known as Mill town. It is famous for textile Centers during the 14th century. The Flemish weavers boosted this industry with their good skills in the field. They introduced best quality cloth. They exported weaved cloth to whole Europe. During 1929, the number of cotton mill went to 216 by cutting the mustard in this sector. Wool and Cotton weaving tradition boom at the same speed. The population of the town is 1.5 lakh whereas the urban town has a population of 2 lakh 70 thousand. An unfortunate incident associated with its history where hundreds of people were killed and others got homeless. Some of them were put inside the prison. Bolton Wanderers is the famous football club of the region. The native people follow this game with full zeal. A great wrestler, world heavyweight champion and a lot more Amir Khan were born on this land.

History

The name is derived from Ancient English word i.e. both-tun. This city got the best motto i.e. overcome difficulties. As the city people had seen so many tough days in the past, now they are well groomed to face all such problems. It is of either nature such as natural, social or economic. The earlier history of the town started with civil wars among various ethnic groups of the region. The throne of the region shifted to various leaders from time to time i.e. Roger de Poitou then to Roger de Meresheys and followed by Pilkington’s. English Civil war leads to the demand of parliamentarian type of government but unluckily, it was not supported by all walk of society and it leads to few deadly attacks.

Governance

The 18 towns of Bolton divided by the River coral. Prominently, it divided into little Bolton and great Bolton. It is the parliamentary type of government. Bolton east and Boston west are two constituencies. Further, Bolton east divided into Bolton northeast and Bolton south east. There are total 60 councillors in 20 wards with 3 councillors in each ward.

Geography and Demography

It is northwest of England and near to West Pennine Moors. The Manchester city is also near to it. It is located in the middle of the low hills. Because of the hills, it has been protected from the fast winds and generally gets low rainfall. During the summer season, the rainfall is slightly high. Most of the people born in England. The white people are in majority with 83%. The Christian religion is followed by maximum people.

Economy and Transport

The heavy industry drastically shifted towards services industry. Around 37% population is under full-time employment.  4.2% do not get jobs. It is also a centre for the missile production aerospace. Reebok, the famous clothing brand has headquartered in this city. There is a number of projects that have been allotted and finalized by the government from 2017 to 2027. The Bolton innovation zone gets the lion’s share in the development Project. It is well connected with all the national routes. The South to North corridor is connected with A6. M61 is the junction point for 3 different directions of the town.

Sports and Education

Bolton Wanderers F.C is the famous football club. Other famous sports such as Hockey, Rugby, Cricket, Baseball and Speed Way Racing also followed with the same zeal. Started in the 15th century, Bolton school has been giving its services as a grammar school boys. Later, a new free grammar school opened. Both merged after 15 years and now recognised as one.

Religion

As per the 2001 census, 75% people of Bolton borough follow Christian religion. Other communities are Muslim, Buddhist, Hindu, Jewish, Sikh and their percentage is written in descending order as per above-mentioned names. About 9% people have no religion.

Business Skills

In an organisation...