A Quick Glance

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    Learn to Differentiate Between Different Types of Customer Behaviour

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    Make a Rapport with A Customer Instantly

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    Develop the Habit of Effective Listening and Understanding The Customer

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    Learn to be Responsible for Customer Satisfaction

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    Handle Challenging Customers

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    Get Certified from Experienced and Certified Instructors

Customer Service Delivery course will help candidates to enhance skills, to resolve the disagreement. Learn simple and useful tools and models that will improve the service levels. By undergoing this training, participants can easily know where to place business.

Who should take this course

  • Operations Managers and personnel
  • Customer Service Representatives
  • Finance/Accounting Personnel
  • Payroll Officers and Personnel
  • Accounts Receivable and Payable
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Prerequisites

There are no prerequisites for this course

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What Will You Learn

  • Classifying the good and bad customer service behaviour
  • Rapid formation of relations with customers
  • Having positive attitude for problems
  • Managing emotional responses in challenging discussions
  • Managing customer’s emotional temperature
  • Methods for controlling the conversation
  • Effective questioning and listening methods to explain customer requirements and expectations
  • Responsibility to attain customer satisfaction
  • Transactional Analysis
  • Handling challenging customers calmly and confidently
  • Employ service excellence plans to retain current and attract new customers
  • Be perceived as a professional through body language, effective questioning and active listening 
  • Identify organisation have to offer customers and clients
  • Understand and manage customer/client expectations in different situations
  • Deal with customer dissatisfaction situations resulting in constructive outcomes
  • Know the need for customer care skills
  • Know how to deal effectively with anger, aggression and complaints
  • Understand the importance of security and personal security
  • Assess and analyse customer satisfaction
  • Explain what customer service means to internal & external customers
  • Recognise how one's attitude affects service standards
  • Master ways to develop & maintain a positive, customer-focused, defiance
  • Frame techniques for service excellence over the phone
  • Gain insight to connecting with their clients online
  • Master techniques for dealing with difficult customers
  • Grow needs inquiry devices to address customer needs better
  • Acquire tools for recovering demanding customers
  • Understand when to escalate an issue
  • Apply outstanding customer service methods to generate return business
  • Practice methods for developing good will through in-person customer service
  • Identify strengths and weaknesses in the organisation's customer care process
  • Ability to use influencing skills to build long-term relationships with the primary customers
  • Describe different customer behaviour styles
  • Be able to maximise the chance given by a complaining customer
  • Know what exceptional customer care looks like.
  • Develop tactics to show this level of service
  • Review performance and plan for customer service improvement
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What's included

  Course Overview

Customer service Delivery course is essential for success and survival of any organisation. Get the skills and methods to rise to the challenges of meeting customer expectations.

Exam:

Exam Type is the Multiple Choice Questions 

Duration of this course is 90 minutes

Pass %age: 45

 

 

 

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  Course Content

INTRODUCTION

  • Understanding types of services
  • Understanding customer types
  • What customer service means
  • Evaluating customer service

Email Etiquette

  • Email and Content
  • Email atheism
  • Understanding the five types of emails
  • Emails and attachment
  • Responding to emails
  • Emailing and Customer service
  • Emails and privacy

DEALING WITH THE CUSTOMER

  • Communicating with the unsatisfied customer
  • Solving the customer’s problems
  • Follow-up with the customer
  • Customer service traits to copy (case studies)

Setting the scene for customer service excellence

  • Changing nature of customer service
  • Defining customer charters and the benefits of a customer-focused organisation
  • Customer charters allow differentiation from the competition
  • Ensuring consistency in customer service & buy-in actions across organisation

Understand your customers

  • Customer behaviour & expectations
  • The rising power of the customer
  • Assess customer lifetime value
  • Meet, manage and exceed customer expectations
  • Deal with changing expectations
  • Steps in the customer service process
  • The loyalty ladder

Keep customers with service excellence

  • What is Service excellence?
  • Keep current customers
  • Internal versus external customers
  • Care for existing customers
  • Provide an accessible service
  • Understand legislation and standards around consumer rights
  • Promote your organisation
  • Gain new business and customers
  • Under promise and over deliver: Going the extra mile

Connect with customers

  • Develop a relationship between you as the service provider and the customer
  • Inspire confidence and build trust both as an expert and service professional
  • Become aware of the importance of body language and active listening
  • Make use of effective questioning
  • Present information to customers as valued individuals
  • Excel in written, face to face and telephone conversations

Deal with customer dissatisfaction

  • Tips and techniques for effective complaint handling
  • Preparing to handle a complaint: a step by step guide
  • How to increase the likelihood of a positive outcome post-complaint
  • The value of customer feedback
  • Service recovery

Improve customer service

  • Review performance
  • Plan for service improvement
  • Acknowledge the importance of the full customer experience

Understanding Customer Service

  • Describe Customer Service
  • Identify Customer Expectations
  • Commit Yourself to Providing Excellent Customer Service

Focusing on the Customer

  • Create a Positive First Impression
  • Detect and help Meet the Customer's Needs
  • Create a Positive Last Impression

Handling Complaints

  • Make it Easy for Customers to Complain
  • Resolve the Problem
  • Cope with Upset and Difficult Customers

Delivering Excellent Customer Service on the Telephone

  • Answer the Telephone
  • Project a Positive Image Using Your Voice
  • Transfer Calls
  • Take Meaningful Messages

Dealing With Stress

  • Describe Stress
  • Take Preventive Measures
  • Overcome Stress

Managing the Customer's Initial Contact

  • Accept a Customer Contact
  • Address a Customer's Emotional State
  • Address Your Emotional State

Addressing Customer Issues

  • Assess Customer Issues
  • Develop Solutions
  • Negotiate to Reach a Solution

Closing Communications

  • Upsell Additional Products
  • Conclude Customer Contact
  • Follow Up
  • Release Stress
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Customer Service Delivery Enquiry

 

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Reach us at +44 1344 961530 or info@pentagonit.co.uk for more information.

About Tredegar

Tredegar is located in Monmouthshire on the banks of the Sirhowy River. It is said to have been an early centre of the Industrial Revolution in South Wales. The Tredegar Iron Works located in in Richmond, Virginia, United States were named after the town.

History

Samuel Homfray who is said to be the founding father of the town along with his partners needed accommodation for their workers, and thus the need to develop a suitable town. Lt.Col. Sir Charles Gould Morgan owned the land on the east side of the Sirhowy river, who granted a lease in 1799 to build Tredegar Ironworks Company. The lease was further extended with Homfray marrying Sir Charles daughter Jane. 

To his workers, he paid in his own currency so that they could not spend outside the town.By 1805, the parish had grown with horse carriages being operated as a mode of transport.

 Governance – Facts

  • Tredegar is the birthplace of Aneurin Bevan who is said to have introduced the system of British National Health Service. Aneurin Bevan was also involved in the management of Tredegar General Hospital.
  • Leader of the Labour Party from 1983 to 1992, Neil Kinnock, was born in Tredegar in 1942 and lived there for most of his early life
  • Michael Foot, the predecessor to Neil Kinnock, was MP for the local constituency — Ebbw Vale — during his time as party leader.
  • For a few years Tredegar, once considered a Labour seat was represented by the left-wing independent Dai Davies until the general election of 2010.

 Architecture

The two architectural marvels in Tredegar are its Bedwellty House and the Town Clock. The Bedwellty House is known for being the home of the founder of Tredegar – Samuel Homfray. The house is surrounded by a huge 26-acre Victorian garden without any gates. It also includes the Long Shelter.

The clock came into being as a generous gift from Mrs R.P. Davies, wife of the manager of Tredegar Ironworks, who conceived the idea as well. The clock was made by JB Joyce & Co of Whitchurch, Shropshire and erected in the Circle as per the wishes of Mrs.Davies.

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