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.
Oxford lies in the central southern region of the England with a population of around 168,270 according to the survey conducted in 2015. It also serves as a county town of Oxfordshire and becomes the 52nd largest city in the United Kingdom. The city also known as the city of dreaming spires, lies 57 miles from London, 65 miles from both Birmingham and Southampton and 40 miles from Reading. The city became famous after the establishment of prestigious and oldest university ‘University of Oxford’ in the 12th century. The early evidence of the city found back to Saxon period and buildings of the city depict the English influence or architectural period. The economy of the city grew is primarily based on information technology, education, motor manufacturing, publishing and science-based businesses.
History
The history of the city found its root back to the Saxon times. It has been suggested that the name of the city is derived from Oxenaforda meaning Ford of the Oxen (Oxen crossed the river through fords than bridges around AD 900). During the empire of Wessex and Mercia, the city grew as an important military frontier town. Danes attacked the city for several times and killed during the St Brice’s Day massacre in the 10th century. Recently, the skeletons of the victims were found during the construction work of St John’s College.
In 1066, Norman Invasion had severally damaged the town and later on the responsibility of the town was handed over to Robert D’Oyly. The Oxford castle was built to verify the authority of the Norman over the area. The castle still stands today and has never utilised for military purposes. The monastic community was also established in the castle and recognised as the oldest places of formal education in the Great Britain. King Henry II granted the charter to the city resulted in the construction of the various religious houses and residents availed the same exemptions and other benefits as enjoyed by the capital of the kingdom.
The city was affected by sweating sickness epidemic in the 15th century resulted in the death of half of the city’s population. The Cowley Barracks were constructed for establishing permanent military presence in the city. The Oxford canal was built in 1790, linked the city with the Coventry and Duke’s cut connected the new canal with the Thames River. The Great Western Railway was introduced in the city in 1844, connected the town to the cities of London and Reading.
The population of the university reduced heavily during the First World War and the university campus was being used for the training purposes by the soldiers. The city faced rapid industrial growth with the introduction of publishing and printing industries in the early 20th century. The city incorporated the suburbs of Wolvercote, Cowley and Headington. The economy of the city experienced huge transformation with the establishment of Morris Motors Limited. The major workforce of the city was employed in the Morris Motors and Pressed Steel Fisher plants. With the decline of British Leyland, the city faced unemployment between 1980 and 1990.
The city was not much affected by the Second World War due to the absence of heavy steelwork and shipbuilding industries. But refugees from London and other cities of the country migrated to the city. The university buildings were also used as military barracks for short period. The city gained a cosmopolitan character with the arrival of cafes, clubs, bars and restaurants.
Landmarks
The topmost places to visit in Oxford are Pitt Rivers Museums, University of Oxford, Radcliffe Square, Ashmolean Museum of Art and Archaeology, Magdalen College, Christ Church Meadow, Oxford Canal, Oxford Castle, Bridge of Sighs, Oxford University Museum and much more exciting places.