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 Solihull

Solihull is a metropolitan country. It is situated at the west midlands. The region is also the same i.e west midlands. It is area of the London, United Kingdom with population 2 lakh 7 thousand as per 2011 census. It is considered to be the largest town of the metropolitan borough. It also has bulk of 2 lakh 10 thousand people. Solihull is the wealthiest town of the west midlands and one of the wealthiest towns in the outskirts of the London. As per of the famous life of Quality Indices, It is the best place to live in the United Kingdom. The post town is also with the same name but different codes such as B36, B37 and many more. Silhillians are the native people of this region.

History 

Solihull derived from a famous church which was on the top of the hill i.e St Alphege. During heavy rainfall, the mud gets sticky. A number of beautiful historic architectures are found here. There was not much impact of the industrial revolution in this region until 20th century. Due attack of German forces, Neighboring Coventry was the main target. The Airport and local railway lines of Solihull were remains intact. During the beginning of the 19th century, the population of the town was approximately 7.5 thousand. After the demolition of the properties in Mill Lane and nearby areas of Drury Lane, there was construction of the central shopping area known as Mell square and a few more demolition of properties which have its origin about hundred years old. Ramada Jarvis Hotel is constructed in place of the town oldest landmarks, the George.

Governance

It converted from district to municipal borough. After 10 years it merged with the other districts and became Metropolitan Borough. The Present MP is Julian Knight. He belongs to  conservative party of the United Kingdom.

Education

There is a Solihull college which offers various technical and professional courses. The main focus of this college is to provide degrees in Engineering and computer science. Since many years there has not been any application to higher authority for attainment of University status.

Solihull is the oldest school of the Solihull and it was founded in 1560. In 2017, it is 457 years old. There will be £ 80 million investment for the upgradation of the schools. In a period of 7 years, there will be 6 new schools in this region.

Transport

The road is linked with oxford and London region. It is well connected with motorway network. Birmingham Airport also provides service from this region. It is well connected with railway too.

Economy

It is famous for its shopping facilities. The famous Shopping Centre Mell square is also constructed in this town. The famous car brand Land Rover has its production plant in this region.  Pub company Enterprise Inns and mortgage and personal loan provider are others famous headquarters in this district.

Biodiversity

It is rich in bio sphere reserves such as Alcott wood and bills wood. There is also good availability of the water source as river Blythe flows here.

Sports and Events

Solihull Moors is the famous and largest football club followed by this region. The Bees is the famous Rugby team of Solihull. There are several hockey clubs of this district. There is also facility of indoor bowling area. The cycling club of the Solihull gives many best riders of the world. Since 1930, Solihull Carnival has been organized by local authority every year.  

Suburbs

Solihull has many suburbs. These suburbs are Cranmore, Sharmans Cross, Haslucks Green, Lode Health etc. This town also have satellite towns such as Barston, Bickenhill and Eastcote.

Business Skills

In an organisation...