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 Sheffield

Sheffield is also known as the Steel City to the entire world. In its prime during the 1900’s it was known for its industry. Today, however, this very same industrial city boasts of lush green parks. The city presents the localities and visitors with cultural scenes that include theatres, festivals, street arts, music and much more. Deriving its name from the River Sheaf, the city is located in South Yorkshire, England.

Transport

Road

Sheffield links to the national highway through the M1 and M18 motorways. The city centre is connected with the motorways by the Sheffield Parkway.

Rail

The following are the routes that pass through Sheffield:

  • The Midland Main Line
  • The Cross Country Route
  • Routes that link the cities of Liverpool and Manchester with East Anglia and East Anglia.

Sheffield now has a direct connection to mainland Europe with the St Pancras International completed. There are trains from France and Belgium that connect to Sheffield railway station. The express train known as the Master Cutler connects Sheffield to the capital city.

 In 2010 the ruling government announced in October 2010 that Sheffield and Leeds would be served by the same line, which will also connect to Manchester, due to the proposed High-Speed Rail network. Another line proposed to begin by 2025, the Yorkshire/East Midlands High-Speed line, will be in service by 2032.

Other trains that serve Sheffield are provided by TransPennine Express, Northern and CrossCountry. The city has five other railway stations. Meadowhall, the second largest station in Sheffield serves as a bus, rail and tram interchange. Other commuter stations include services from Dore and Totley, Woodhouse, Chapeltown and Darnall.

Coach

The National Express and the Megabus are two services that operate the coach services in Sheffield. National Express serves the interchanges at Sheffield, Meadowhall and Meadowhead Bus Stop. Megabus only serves Meadowhall. Sheffield is connected by the National Express route 560/564 to London Victoria Coach Station through Chesterfield and Milton Keynes directly. It operates on the route 12 times a day bi-directionally. The two services that connect Sheffield to Manchester and Heathrow/Gatwick Airports respectively are 350 and 240.The M12 and M20, which are services provided by Megabus, call at Sheffield on the way to London from Newcastle upon Tyne and Inverness respectively.

Canal

A system navigable inland waterways - the Sheffield and South Yorkshire Navigation (S&SY)  in Yorkshire and Lincolnshire – is mainly based on the River Don which runs for a length of 43 miles with 29 locks. These waterways connect Doncaster, Sheffield,    and Rotherham with the River Trent at Keadby and the Aire and Calder Navigation.

Air

The Sheffield City Airport in 2008 had to be shut down. The entire traffic from Sheffield was as thus to the Doncaster Sheffield Airport which is at a distance of 29 km from the city centre. The airport used to be the site of former RAF Finningley base. The airport opened to the public on 28 April 2005. In a year the airport is capable of handling a million passengers.

A link road that was inaugurated in February 2016 and connects Doncaster Sheffield Airport to the M18 motorway has reduced the journey time from Sheffield by approx. 15  minutes.

The East Midlands Airport is an hour's drive from Sheffield while Manchester Airport connects to Sheffield directly through an hourly train.

Attractions

  • The Sheffield Walk of Fame
  • Wheel of Sheffield
  • Heeley City Farm and Graves Park

Theaters

  • The Lyceum Theatre
  • The Crucible Theatre
  • Montgomery Theatre

Museums

There are two trusts that manage the museums in Sheffield. They are Museums Sheffield and Sheffield Industrial Museums Trust.

  • Museums Sheffield
    • Weston Park Museum
    • Millennium Galleries
    • Graves Art Gallery
  • Sheffield Industrial Museums Trust
    • Kelham Island Museum
    • Abbeydale Industrial Hamlet
    • Scheduled Ancient Monument
    • Shepherd Wheel

Business Skills

In an organisation...