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 Tredegar

Tredegar, once a centre of Industrial Revolution in South Wales, is located on the banks of the Sirhowy River in Monmouthshire. One of the most famous ironworks in Richmond, Virginia, United States, The Tredegar Iron Works, was named after this town in England.

History

Samuel Homfray, who founded the town, needed residential places for their workers. Thus Tredegar was developed more as a need than for any other purpose. Lt.Col. Sir Charles Gould Morgan granted his land on the east side of the Sirhowy river, in 1799 for the building of the iron works company. As a means to develop business,  Homfray married Sir Charles’ daughter Jane and got an extension to the lease. However, The west bank remained undeveloped as it fell under the ownership of Lord Tredegar.

Those who wanted to run their businesses in Tredegar, Homfray sold franchisees to them But in return, he took a percentage from each of them. He also saw to it that his currency did not go to others. For this, he paid in his own currency that could be used only inside the town. In a few years, the parish grew and the mode of transport was fast becoming the horse carriages.

Governance – Facts

  • Aneurin Bevan who introduced the system of British National Health Service was born in Tredegar. Aneurin Bevan also used to manage the Tredegar General Hospital.
  • Neil Kinnock was born in 1942 in Tredegar. He later went on to become a member of the Labour Party from 1983 to 1992. For almost the whole of his early life, he lived in Tredegar.
  • Michael Foot, the precursor to Neil Kinnock, was MP for the local constituency, Ebbw Vale
  • Once considered to be a Labour Party seat, Tredegar was ruled for a few years by Dai Davies a left-wing independent until the general election of 2010 took place.

 Architecture:

There are two marvels of architecture that worth a see – the Town Clock and the Bedwellty House. The Bedwellty House is famous as it used to be the living place for the founder of Tredegar i.e. Samuel Homfray. A Victorian garden surrounds the house without any gates. The Long Shelter is also a part of the Bedwelity House.

The Town Clock stands in the southern part of the town. The clock was gifted by Mrs R.P. Davies, who was the wife of the manager of Tredegar Ironworks and, who also conceived the idea as well. JB Joyce & Co of Whitchurch, Shropshire were assigned to build this clock. Once this was done, the clock was erected in the Circle according to the instructions of Mrs.Davies.

Riots :

The town of Tredegar is known for three major riots that rocked the town. They occurred in 1868, 1882 and 1911. Each of these riots had a different purpose.

  • The 1868 riots took place as the local candidate who was Colonel Clifford, who was considered a favourite, was not elected.
  • In 1882 anti-Irish riots erupted in Tredegar. It is so sad that there had been tensions in Tredegar since 1850 regarding the presence of Irish people.different reports from the time tell varying stories but all report one thing as similar, the riots started with the pelting of stones and then spread to the destruction of Irish homes. The Irish were beaten and had to leave Tredegar for safety.To bring normalcy back, troops were summoned from Newport and Cardiff.
  • 1911 saw riots returning to Tredegar once again. This time they were anti-Jewish riots. These riots started a process called the pogrom (borrowed from the Nazi dictionary). The pogrom was meant to filter Jews and annihilate them according to the Nazi policies.  Jewish shops were burnt and their property ransacked but no deaths happened in Tredegar.

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