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 Bristol

  A city as well as a county in South West England, the Bristol city is the 12th largest in England in terms of area and 10th in terms of population. According to the latest census conducted in 2017, Bristol has a citizen strength of 454,200.

Bristol received its royal charter in 1155 AD and till the 14th century, it remained divided between Gloucestershire and Somerset before becoming a county itself. Bristol remained in a strong financial position during the 13th to the 18th century as it stood third in England in terms of tax receipts. It was only during the Industrial Revolution that the cities of Birmingham, Manchester and Liverpool surpassed Bristol. The currency in use in Bristol is also the largest being used in the United Kingdom – the Bristol Pound.

As far as education is concerned, Bristol houses two universities – The University of Bristol and the University of the West of England. Besides it also houses sporting and artistic venues such as the Spike Island, Memorial Stadium and Ashton Gate.

Bristol has been known for explorations since long. Explorers have many times visited the North Americas on their ships. John Cabot, the first European to visit the North America since the Vikings started his voyage from Bristol. Ships from Bristol also carried slaves from Africa to Americas during the 18th and the 19th centuries. In 1807 2000 slave ships carried 500,000 slaves to the Americas from Africa.

Sports

The city of is home to clubs playing almost every sport such as football, rugby, cricket, basketball and many others. Bristol City and Bristol Rovers‍ are the Football League clubs in Bristol. The former club, Bristol City, was formed in 1897 and within a span of 10 years they ended up as runner-ups in 1907 in the Division One league. In 1909 they ended up as runner-ups in FA Cup final. However, they started sinking thereafter and by 1982 declared themselves to be bankrupt. In 2007 they got promoted to the second tier of the English League where they lost to Hull City in the playoffs for being promoted to the Premier League.

Bristol Rovers came into existence in 1883 and since then have won Division Three South in 1952–53 and Division Three in 198990 and the Watney Cup in 1972. They ended up as runners-up in 2006-2007 for the Johnstone's Paint Trophy.

The Bristol also plays rugby. Formed in 1888, Bristol Rugby was earlier known as Bristol Football Club. Since 1888, the club has been constantly performing at very high levels of the game.

Gloucestershire County Cricket Club is known to play county cricket at the Bristol County Ground. The Bristol County Ground is also known as the only international sports ground in the south west of England. The club won 9 trophies between 1999 and 2006. During this period it also acquired a double-double by winning both the Benson & Hedges trophy and the C& G trophy in two consecutive years i.e. 1999 and 2000.

Transport

There are two main railway stations in Bristol - Bristol Temple Meads and Bristol Parkway. Bristol Temple Meads offers fast-running trains to local, regional, London Paddington and CrossCountry trains. There are such trains running from Bristol Parkway also that connect to Cardiff Central, Swansea, and London Paddington. There are Cross-Country services to the North East and Birmingham. The South Western Railway also offers some limited service to London Waterloo via Clapham Junction.

Bristol is also coming up with a new bus rapid transit system or the Metrobus that will provide a faster and better bus service to reduce overcrowding. This system of rapid transportation will be able to run concurrently on both bus lanes as well as secluded and directed busways.

Business Skills

In an organisation...