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

Fill in the form below & we'd get back to you.

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

 

Enquire Now


----- OR -------

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

ABOUT York

York is a walled city in the northeast England with a population of around 153,717 according to 2011 census. It lies at the concurrence of the Foss and Ouse rivers in North Yorkshire, non-metropolitan and Ceremonial County in England. The town is considered as the county town of the historic Yorkshire County. The town served a base for two major political events in England. The town became a famous tourist destination for millions of tourists for its unique and rich heritage, notable historical attractions and also offer a range of cultural and sporting activities. The Romans founded the city in 71 AD and became the largest town and a provincial capital in Britain. The town developed as a major trading centre of wool in the Medieval Period and. By the middle ages, it became the capital of the northern ecclesiastical of the Church of England, also termed as the international Anglican Communion’s mother church.

The economy of the town was primarily based on confectionery manufacturing centre and railway-related industries. The town became a centre of the railway network in the 19th century. The focus of the economy shifted to the service sector in recent decades. The major employers of the city are health services and the University of York, and the local economy of the city is largely dependent on the tourism sector. The ‘city of York’ term represented the unitary authority area and covered the rural areas beyond the boundaries of the old city.

History

The oldest inhabited settlement of the town recorded between 8000 and 7000 BC was Mesolithic. The site was occupied by the tribe of Romans, known as Brigantes during the Roman conquest of Britain and the tribal area became a Roman client state. The origin of the city established in 71 AD when the Ninth Legion built a wooden military fortress on flat ground at the concurrence of the River Ouse and Foss. The fortress was occupied by the 6000 legionary soldiers and spread on an area of 50 acres land. The population of the town reduced in the post-Roman era due to occasional flooding from the Foss and Ouse rivers. York became the chief city of King Edwin of Northumbria in the 7th century. The first wooden minster church was built, and restoration of the other parts of the town took place in 627.

The town experienced revolutionary phase after the two years of Norman Conquest of England. William the Conqueror, the first Norman King of England, stopped the rebellion and built a wooden fortress and timbered castle across the Ouse River. Later on, these were demolished in 1069 and remains are visible on the banks of the Ouse River. Due to its strategic location and its closeness to the Great North Road, the town became a significant trading and cloth manufacturing centre. The first charter was granted in 1212, provided trading rights in England and Europe. The economy of the city declined in the Tudor times and many monastic houses, hospitals and institutions were closed under the Dissolution of the Monasteries. The city became a service centre in this period.    

The railways arrived in the city in 1839, and it became a major railway centre by the end of 9th century. George Hudson, railway promoter was responsible for introducing the railway in the city. The engineering industry flourished with the arrival of railways in the city. The city is home to the North Eastern Railway and provided job to more than 5500 people. The two major industries emerged in 1900 are railways and confectionery. The National Railway Museum was built in the city in 1975 and brought prosperity to the city with the emergence of the tourism industry. The historic core of the city was marked as a conservation area in 1968.

Customer Service Skills

Customer service i...