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 Dereham

Located in the English county of Norfolk, Dereham is situated on the A47 road.The civil parish with an area of 21.51 km2 has a population of 18,609 as of 2011. Dereham is administered under the district of Breckland. The town of Dereham is different from West Dereham which lies 25 miles apart.

Early history

The town of East Dereham has a Neolithic history. This is indicated by the findings that the archaeologists uncovered in 1986. A greenstone axe head of the Neolithic period was found near Dereham. Findings included some tools and flint scrapers. Also found in the nearby fields were worked flints in the 1980s. Evidence of the existence of civilization during the Bronze Age also was found in 1976. Burnt flints from a potboiler were excavated from one site and another burnt mound site was also discovered in 1987.

In 2000, finds were discovered that belonged to the Iron Age. Earlier in 1983 pottery sherds were also found by field walkers. It is believed that the Roman Road that linked Brampton with Fen Causeway passed through Dereham. Some pottery and furniture of those times have also been excavated from the nearby fields.

The town may have got its name from a deer-park in the town even though it is believed that Dereham existed prior to the Saxon era even.Saint Wihtburh, daughter of the King of the East Angles, became a monk after seeing a vision of Virgin Mary and founded a monastery there in the seventh century. Edmund Bonner was the Rector for Dereham for a period of around four years from 1534-1538. A number of buildings that had stood in Dereham since long were destroyed in the fires that broke out in 1581 and 1659. Buildings that were not engulfed by the fires included the Bishop Bonner's cottage and the Church of Saint Nicholas'. Before being taken over by Queen Elizabeth I, Dereham’s administration fell to the Abbots initially and then the Bishops of Ely.

Napoleonic Conflict

The Dereham Church’s Bell Tower was used, in the late 1700’s, as a jail for French prisoners. A French Officer, Jean de Narde, on 6 October 1799, tried to escape from the tower but due to the presence of the guards,  he hid in a tree. He was spotted and asked to surrender. When he did not surrender, he was shot dead. Jean de Narde lies buried in the churchyard even today. A memorial stone was erected in 1858 on his grave which bears the engraving"Once our foes but now our allies and brethren." A documentary that goes by the name of  "Once our Foe - The shooting of Jean DeNarde" tells the same story.

Sport and leisure

As of now the earlier areas, which either fell under the railways or the industries, are now being used for leisure or sports purposes. Today the Dereham Leisure Centre, which is built on the remains of old railway locomotive depot, includes the following facilities:

  • a swimming pool,
  • facilities for dancing and sports
  • a gymnasium

The Dereham recreation ground provides the citizens with open-air tennis courts, skate park and equipment for the kids to play various games. Tenpin bowling alley is also offered in Strikes.

The Dereham Town F.C which plays at the Aldiss Park is a Non-League football club. The Dereham Rugby Club play in the Woodfordes  League at the Moorgate Road.Dereham also has its team of cricket and hockey. They are Dereham Cricket Club and Dereham Hockey Club respectively.

Attractions :

Some of the known buildings in the town of Dereham include :

  • Bishop Bonner's Cottage
  • A Windmill
  • A Water Tower shaped like a mushroom
  • The Gressenhall Museum of Rural Life
  • The Mid-Norfolk Railway headquarters

Notable people

Notable people from Dereham include :

  • Brian Aldiss - Novelist
  • George Borrow - Author
  • Harry Cripps - Footballer
  • William Cowper – Poet
  • William Hyde Wollaston - Scientist
  • Reverend Lionel Fanthorpe - Priest and entertainer
  • George Skipper - Architect
  • Beth Orton - Singer

 

                                                             

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