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.
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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
Find out what's included in the training programme.
Courseware will also be provided to the delegates so that they can revise the course after the training.
A dedicated tutor will be at your disposal throughout the training to guide you through any issues.
Clear and concise objectives to guide delegates through the course.
No prerequisites are required for attending the Introduction to Customer Service course.
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.
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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.
Overview of Customer Service
Fundamentals of Customer Service
Customer Communication Summary
Customer’s Semantic
Setting the Values of Customer Service Excellence
Service Recovery: Handling Complaints and Difficult Customers
Principles of Persuasion
Getting the Right Customer Service Attitude
Delivering Message of the Customer Service
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Reach us at 0121 368 7851 or info@msptraining.com for more information.
By area, Dundee is the 4th largest in Scotland and 51st largest in the entire United Kingdom by population. It is one of the 32 council that the government of Scotland uses for administration. Initially, Dundee was a trading post, but with rapid developments taking place during the Industrial Revolution, it became a centre of the jute industry worldwide. Dundee earned the sobriquet “the city of jute, jam and journalism" due to its industries of jam and journalism besides the jute industry.
Dundee has also earned itself another title "One City, Many Discoveries". This has been primarily because of the various scientific activities and because of the RRS Discovery (now standing at the Discovery Point). The RRS Discovery, a Robert Falcon Scott's Antarctic exploration vessel, was built in Dundee. Besides, Dundee is also home to various other industries such as Biomedical and technological. United Kingdom’s digital-entertainment industry generates 10% of the revenue from Dundee alone.
The two universities, the Abertay University and the University of Dundee, are located in Dundee. The United Nations in 2014 recognised Dundee as the UK's first UNESCO City of Design. This again was due to its different contributions to fields such as entertainment and medical research.
Dundee has two football clubs also, Dundee United and Dundee F.C., who have their stadiums where they play their home games. All these stadiums are placed away from each other.
As the revenues from the traditional industry declined, the city planned to develop the tourism aspect of Dundee. The plan which would cost £1 billion was started as early as 2001 and will be completed within 30 years. Also being developed within Dundee are the Dundee Victoria & Albert Museum which are expected to be inaugurated by 2018. The cost of this museum is estimated at £80 million.
Landmarks
The city landscape is dominated by a large hill called The Law and a firth called the Firth of Tay. The Law was the site of an Iron Age Hill Fort, where the soldiers who had laid down their lives in World War I were commemorated. The waterfront, which has changed a lot due to natural forces acting upon it since the 19th century, is still home to several docks that were at one time used for importing and exporting jute and whale products. The HMS Unicorn and the North Carr Lightship are stationed at The Victoria while the RRS Discovery of Captain Scott is stationed at Craig Pier. The Craig Peer also is used by ferries to Fife.
The city is home to a 15th-century building, the St. Mary’s Tower, that is considered to be the oldest in the city. The Tower is a part of the City Churches that include St Clement's Church, Old St Paul's and St David's Church, and St Mary's Church. The other churches in the city that carry historical value are the Roman Catholic Cathedral of St Andrew and the Gothic Revival Episcopal Cathedral of St Paul's.
Castles
Dundee is home to several castles most of which belong to the Early Modern Era.