Introduction to Customer Service

Art of delivering excellent service

ABOUT THE PROGRAM

The customer service course is designed to provide essential knowledge and skills required to improve the quality and effectiveness of customer experience. The one day course enables the delegates to identify the needs and desires of the customers, manage frustrated and irate customers and apply behavioural standards to enhance the customer experience. The delegates will learn how to handle difficult situations and customers, develop new customer relationships, resolve complaints with empathy and efficiency, achieve real excellence and gain confidence in the customer service role. The training program introduces delegates to the key concepts and modules that promote customer retention and loyalty and enhance their leadership and interpersonal skills.

  • Understand customer needs and their expectations

  • Work with the customer’s point of view

  • Handle complaints efficiently and effectively

  • Contribute positively to the enhancement of customer service

  • Courses delivered by highly qualified instructors

WHAT'S INCLUDED ?

Find out what's included in the training programme.

Includes

Courseware

Courseware will also be provided to the delegates so that they can revise the course after the training.

Includes

Tutor Support

A dedicated tutor will be at your disposal throughout the training to guide you through any issues.

Includes

Key Learning Points

Clear and concise objectives to guide delegates through the course.

PREREQUISITES

No prerequisites are required for attending the Introduction to Customer Service course.

TARGET AUDIENCE

The customer service course is intended for anyone who wants to improve the quality of customer service within their own area of responsibility. The course is extremely beneficial to the front line people who deal face to face or over the phone with their customers.  

WHAT WILL YOU LEARN?

  • Explore the benefits of both writing and speech
  • Learn how to plan and prepare for writing a report
  • Understand the relevance of formal and informal writing
  • Identify, gather, analyse and interpret the relevant data and information accurately
  • Discuss the techniques for impressing the customers with excellent customer care skills
  • Learn how to communicate to both internal and external customers
  • Strategies to enhance your key performance indicators
  • Classify advanced listening and responding skills

Enquire Program

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PROGRAM OVERVIEW

Customers play an important role in the existence of any business in both public and private sector. A good customer service means being responsive to their desires and requirements.  In today’s competitive business environment, customer service is a crucial buzzword and plays a crucial role towards the growth of the organisation. Bad customer service can lose the reputation of your business, while good customer service makes your customers feel that you are not only making a sale but also want to develop long-term relationships with them.


PROGRAM CONTENT

Overview of Customer Service

  • Explain the term “customer ”
  • Identify your role in providing services to your customers
  • Describe the customers and their expectations
  • Define class customer service
  • Requirement of a customer service professional

Fundamentals of Customer Service

  • Describe the customer service transaction model
  • Know how to use the customer service contract prototype
  • Recognise how to notice the customer
  • Learn how open-ended questions enhance customer satisfaction
  • Describe the uses of evaluating and following up on customer queries.
  • Identify the benefits of conveying customer service issues to the management.
  • Learn how client deal take place

Customer Communication Summary

  • Identify the blockades in the interaction
  • Describe the different mediums that clients use for communication
  • Know the advantages of building an understanding with the clients
  • Distinguish the different methods for communication through both head-on and telephone

Customer’s Semantic

  • Match oral declarations to the exact communication places
  • Estimate customer situations to define best approaches
  • Describe graphics, audio and kinesthetic arguments
  • Match kinesthetic statements to the particular communication positions
  • Match visual reports to the precise communication channels

Setting the Values of Customer Service Excellence 

  • Understand the benefits of providing excellent customer services
  • Importance of managing internal and external customer prospects
  • First impressions of customers
  • Know and work with the four customer styles

Service Recovery: Handling Complaints and Difficult Customers 

  • Importance of customer complaints and why they should be encouraged
  • Six steps to service recovery
  • Empower employees to get the job done efficiently
  • Strategies to help calm upset customers
  • Manage emotions during stressful situations

Principles of Persuasion 

  • Request feedback from clients and colleagues
  • Art of giving and receiving feedback
  • Five dimensions of customer service excellence
  • Words and tones to avoid conflicts
  • Negotiate mutually beneficial outcomes
  • Best practices for call managing
  • Describe documentation and quality declaration
  • Measuring and monitoring customer satisfaction

Getting the Right Customer Service Attitude 

  • Stress management tips to increase productivity
  • Set personal and professional goals
  • Understand Client service mission and vision
  • Focus on continuous improvement
  • Importance of attitude and teamwork

Delivering Message of the Customer Service 

  • Understand nonverbal communication of customers
  • Identify client’s expectations and service requirements by using questioning techniques
  • How well does your organisation communicate the position of customer service?
  • Telephone tips to promote a professional image
  • Tips for building trust and rapport quickly face-to-face or on the telephone
  • Learning style
  • Developing your active listening skills to improve communications

Introduction to Customer Service Enquiry

 

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Reach us at 0121 368 7851 or info@msptraining.com for more information.

ABOUT Buxton

Buxton got popularity from its Spa Services. It is situated in the high altitude district of the Derbyshire. It is 960 ft. above the sea level. The Staffordshire is also one side to  Buxton. It comes under the administration of east Midlands. Peak District National park gets a bulk of tourism sector. The town has the population of 22.1 thousand. All the famous festivals are organized in Buxton opera house. St Ann’s well water is being sold globally by city’s company and earns handsome profit. It has two twin towns in countries such as France and Germany.

History

It started with the Roman settlement famously known as Aquae Arnemeatiae. The Number of coins was discovered in the city that showed they usually deal in coins. It also showed that Romans spent most of the time in Buxton during the occupation. Because of its favourable location, 30° temperature, and geothermal spring, it boosted the Spa industry. After some years, the introduction of railways had given pace to the development of the city.

Climate

It is at maximum height. The climatic condition is far cry from its locality. It is comparatively cool town to other towns due to its location. As compare to Manchester, its daytime temperature is 2 ° low. During late 19th Century, a fatal storm hit this city. The metrology department usually provides updated information to locals to aware them.

Arts and culture

The water of this town brought whole nine yards popularity to this town. Even George Talbot with his family came a number of times here to take the waters. During the late 17th century, Famous crescent was constructed. The famous Devonshire Dome was also constructed in this city. During 1863, Joseph Paxton did excellent work in the infrastructure and development of the railway. Certain parks, monuments were constructed under his supervision and considered one of the best architects in the world. Solomon’s temple, Opera House, Palladium, Coliseum are other famous attractions of this town.

Festivals and Architecture

The month of July is the busiest month of the calendar due to Buxton festival which goes extra mile for 21 days on large scale. Various beautiful and exemplary performances happen that day such as literature field events, concerts, and recitals after 12.OO am Opera after 5:00 pm. A seven days music festival is also organized. This festival includes performances such as rock, pop, blues, folk and world music features. The second Saturday of July is busy with the well-dressing festival. It has a history of 177 years. The waters of Buxton attracted many tourists in the town which ultimately boosted the tourism industry. The old hall hotel is one of the examples in reference to it. The Crescent was built in the 17th century.

Economy and Education

The Buxton economy is considered to be a mixed economy. Tourism and Mineral water Bottling are the others important industries. The Derby Campus has a bulk of students. Other secondary schools are Buxton Community School and St. Thomas More Catholic school.

Sports

There are two small stadia and generally host stock car racing, various drifting events.  High edge Raceway is the difficult track of the United Kingdom. Motorsports circuit constructed in 1970’s host's various drifting events. Buxton F.C is the most famous football club.

Public transport

The Whaley Bridge is crossed over city railway station. From here, one can take the train to any nearby city. It is 1 hr journey to Manchester Piccadilly by road. It has 2 railways under LNWR Buxton administration and 1 under High Buxton administration. The spring garden shopping Centre constructed in place of Midland land railway station. There is also a facility of high bus service to Manchester Airport from this city.

Customer Service Skills

Customer service i...