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

Fill in the form below & we'd get back to you.

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

 

Enquire Now


----- OR -------

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

ABOUT Canterbury

Canterbury is a historic cathedral city located on the River Stour in the Southeast England. It is located 55 miles southeast of London with a population of around 43,432 in 2011 census. The nearby villages and suburbs of the city include Rough Common, Harbledown, Tyler Hill, Hales Place, Sturry, and Wincheap. The River Stour segregates the south-east part of the city into two wings, one wing flowing through the city and other around the position of the former walls. The two wings further combine on the northeast edge of the city. Canterbury local government district covers the area of Herne and Whitstable Bay and Member of Parliament elected in the city is Rosie Duffield of Labour Party. Under Local Government Act, the city became a county borough, later on, it lost its county borough status and afterward, Kent County Council has taken the full control.

History

The first early settlement of Canterbury dates back to prehistoric times. Romans captured the settlement of Celtic tribe in the 1st century and given the name Durovernum Cantiacorum. The city was redeveloped with the construction of the temple, public baths, theatre and roads with grid pattern by the Romans. They also built a wall with seven gates and an earth bank around the city to safeguard from Barbarians attack. After the abandonment of Roman period, Anglo-Saxon community developed within the city walls and trade developed in textile, pottery and leather sector.

The most serious epidemics Black Death affected the city in the 13th century and a population of the city declined from 10,000 to 3,000. Between 17th and 18th century, the castle of the city fell into disrepair and six gates were demolished. The silk industry was closed and trade was limited to only wheat and hops. The world’s first passenger railway came into existence in 1830 connected the town to a larger network of South Eastern Railway. The city was affected by First and Second World War destroyed 296 buildings and 731 homes and resulted in the death of 115 people. The redevelopment of the city took place ten years after the war and ring road was constructed to avoid growing problem of traffic congestion along with the development of Christ Church College and the University of Kent at Canterbury.

Economy

Canterbury is the second largest economy in the Kent and also known as wealthiest places in the south-east. The city is home to 4761 businesses provide job opportunities to more than 60,000 employees. Unemployment in the city has dropped largely with the involvement of Lakesview International Business Park, Whitefriars shopping complex and Canterbury Enterprise Hub. According to a survey in September 2011, unemployment rate recorded at just 5.7% which is quite low as compared to other cities of the England. Tourism plays a crucial role in the development of the city and contributes 258m dollars to the economy.

Education

Canterbury has several primary and secondary schools including Kings School, Barton Court Grammar School, The Canterbury High School and Archbishops School. For higher education, the city has three main universities and several other higher colleges and institutions providing education to 22% of the population according to 2011 census. The universities include the University of Kent, University for the Creative Arts and Canterbury Christ Church University.

Tourism

The city is famous for its beautiful beach fronts, stunning architecture, surrounding coastal towns and world-famous buildings. The tourism of the city is a perfect combination of city, countryside, and coast. The city is also a pilgrimage site and its renowned cathedral is recognised by UNESCO World Heritage Site drawing the attention of million tourists. The top rated tourist attractions in the city include Canterbury Cathedral, St Augustine’s Abbey, Heritage Museum, Norman Castle, Roman Museum, Chilham Castle and St Martin’s Church.

Business Skills

In an organisation...