Introduction to Customer Service | MSP Training

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.

Courseware

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

Tutor Support

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

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 Heathrow

In London, Heathrow airport is a major international airport. Heathrow airport is the world’s second busiest airport by International passenger traffic. In 2016, Heathrow airport has a 75.7 million passengers travelling record. Heathrow airport renders scheduled services which is one of the six airports along with Gatwick, Luton, London City, Stansted and Southend. Heathrow airport is located 23 km west of Central London. This airport has two parallel east-west runways and four operational terminals that cover 4.74 sq. mi. From Heathrow airport, above 80 airlines fly to 180 locations (approx.) worldwide carrying more than 72 million travellers and 1.4 million tonnes of cargo every year. Heathrow airport is enclosed by the Hillingdon, Longford, Cranford and Harmondsworth from the north side and by Hatton and Hounslow from the east side. Heathrow airport offers many facilities such as for business, handicapped travellers and children. Heathrow airport has a splendid rail and road links to London and other cities of the country. From Heathrow airport, there are many public means of transport such as coaches, taxis, trains and Heathrow express, ease the passengers to travel to the main city.

History

Heathrow airports in its started life are known by the name of Great-West Aerodrome and occasionally known as Heathrow Aerodrome. It is originated in 1946 as London Airport for commercial air travel and renamed as Heathrow airport in 1966. Sir Frederick Gibberd has designed the Heathrow airport. He has designed the original terminals and buildings. In the 1980s and 90s Heathrow develop into a major employer with 70,000 staff.

Security

At the Heathrow airport, full body scanners are used which exhibits a cartoon-style figure of passengers’ body and exhibits all the items on the screen which are restricted to carry while travelling. Aviation security which is the unit of Metropolitan Police holds the responsibility of airport police. It also has armoured vehicles of Household Cavalry, which has been sporadically deployed during the time of heightened security.

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Customer Service Skills

Customer service i...