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.
Manchester is one of the major cities in the northwest of England. According to 2015 census, its population was 530,300. With 2.55 million population, it is the second most popular urban area in the UK. Manchester City Council is the local authority in the Manchester.
The history of Manchester began with the civilian settlement that was established in AD 79 on a sandstone nearby the rivers Irwell and Medlock. The areas lying on the south bank of the River Mersey were merged in the 20th century and it became the part of Lanchester city.
Manchester remained the manorial township throughout the middle ages but started to expand in the turn of 19th century “at an astonishing rate”. The unplanned urbanisation of Manchester come to boom with the revolution of textile manufacturing. As a result, it becomes the world’s first industrialised city.
Manchester gained the status of a city in 1853. In 1894, the Ship Canal was opened in Manchester. It creates the Manchester’s Port and joins the city and sea. Its prosperity fainted during the Second World War as this war resulted in deindustrialisation. In 1996, the IRA bombing led to broad investment and regeneration.
Governance
Manchester City Council governs the city Manchester. In 1986, the prior Greater Manchester County Council was eliminated making it a unitary authority. Manchester is a member of English Core Cities Group since 1995. Thomas Greeley granted an agreement to the town of Manchester in 1301. In 1359, its borough status was gone in some court case.
Climate
Manchester has an Oceanic temperature climate. The temperature in summer goes to 20 Celsius and reaches 25 particularly in July and August. Temperature now goes to 30 Celsius on occasions. During the winters, the temperature rarely follows below the freezing. There is general rainfall throughout the year. Manchester has an average of annual rainfall is 806.6 mm.
This means that 140.4 days per annum are rainy. The average of UK is 154.4 days per annum. It has high humidity level along with a great supply of soft water. This is one of the crucial factors that results in textile industry localization. Because of urban warming effect in the city, snowfall is not very common.
Demography
In 1931, the population of Manchester started to increase during the Victorian era. After it, the population start reducing rapidly because of the removal of the slum and the increased building of social housing overspill estates. In 2012, the estimated population was 510,700.
It is an increase of 1.6 since the 2011 MYE. The population has evolved to 20.8% since 2001. According to 2011 census, Manchester is the third fastest growing area. Manchester experienced the great percentage of growth outside the London with an increase of 500,000. With the increase of 2.8 % from 2011, the population is projected to reach 532,200 by 2021.
Economy
Along with Salford, Stockport, Tameside and Trafford, the Office for National Statistics produce economic data for Manchester city. The growth of the economy is comparatively high between 2002 and 2012 where growth was 2.3% that is above the national average of the Manchester.
The UK’s wide-ranging economy of the metropolitan is the third largest with GDP of $88.3 bn. As it continues to recover from the recession that is faced in 2008-10, Manchester compares favourably to other geographies. It reports the annual growth of 5% in business stock.
Landmarks
The buildings of Manchester shows the variety of architectural styles that range from Victorian to contemporary architecture. The use of red brick makes the city beautiful. There is a large number of cotton mills just outside the city.