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 Corby

Corby is a borough which is located 37 km away from the north-east of Northampton. It is the town with fastest growing population in Northamptonshire as well as England. The census held in 2011 reports that Corby had a population of sixty-one thousand three hundred. It is located 37 km away from the north-east of Northampton. Due to a large number of Scottish migrant workers who came to Corby for its steelworks, Corby was at one time known locally as "Little Scotland". The town was a small village until 1930. All the changes took place with the opening of the steelworks by Stewarts and Lloyds. It is a rapidly changing place and a vibrant.

Politics:

Created since 1983, the constituency of Corby contains parts of traditionally Conservative East Northamptonshire. Corby has since 2005 won almos every election. Labour won the General Elections in 2005 by a huge majority. However it was in 2010 that the Labour Party candidate lost the seat to the Conservatives. In 2012 again, the Labour Party came to power when Mensch resigned as an MP The seat was won by Labour's Andy Sawford. As the constituency was an important seat, it attracted both national and international media.The Corby Borough Council , since 1979, has been under the control of the Labour party in local politics. During the 2015 elections ,Corby was represented by 5 Conservatives and 24 Labour Party members.

Employment and Education

Employment in Corby is against health and education, public administration and biased towards manufacturing. Weetos are made in the north of the town by Weetabix Limited. The town also is home to workshops that manufacture Fairline Boats. Amy’s Kitchen opened a factory in Corby a short time back. The Census of 2001 depicted the ratio of the working-age population to its degree-level qualifications at its lowest in both England and Wales. A 39.3% of the total population are without any GCSE-equivalent qualification. Corby had a population of 61,255 according to 2011 census. There are85.0% White British, 9.1% Other White, 85.0% White British, 9.1% Other White. Oakley Vale is Corby's least White British with only 70.7% of the population being White British. A range of vocational courses is provided to post-16 students and adult learners by the Corby campus of Tresham Institute of Further and Higher Education. The nearest universities to the south are the University of Northampton and to the west are De Montfort University in Leicester and University of Leicester.

Society and Culture

According to 2001 census, the number children of Scottish-origin in the Corby Urban Area was 10, 063 around 18.9% of the total population. A large number of the inhabitants of Corby enjoy this Scottish heritage. Apart from London, Corby is the only town in England with two Church of Scotland churches. About the town of the Corpy, a song Steeltown by Big Country was written.

Sport and Leisure

The main football team in Corby who play in the National League North is the Corby Town F.C. Corby is also home to the Corby East Midlands International Swimming Pool that came up in 2009. The Stewarts and Lloyds Rugby Football Club plays its home games in Corby. The club also has an athletic club for youngsters below 11 ears of age and also for those who have crossed 60. When the Youth Development League took place, the upper age group was promoted to Midland East 1 and it also gained a promotion in the Heart of England Athletics League.

Climate

Corby experiences a maritime climate mild winters and with cool summers. In Corby, the highest recorded temperature was 35 °C (95.0 °F) in August 1990 and the lowest was recorded during 1987 which was −23.3 °C (−9.9 °F).

Business Skills

In an organisation...