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    Adopt a suitable structure for your Report

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    Understand when formal and informal writing is related

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    Identify a Reports

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    Design and make a description

Customer service is the role of taking care of the customer's needs by providing and delivering professional, helpful, high-quality service and assistance before, during, and after the customer's necessities are met. Customer service is meeting the wants and needs of any customer.

Customer service is an important slogan in the business world nowadays. Just about every company appears to realise just how important customer service is and have started to find means to grow and measure customer service.

Who should take this course

  • Frontline Customer Service Representatives (CSR)
  • Team supervisors
  • Department managers
  • Account managers
  • Field service representatives
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Prerequisites

This course has no prerequisites

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What Will You Learn

  • Identify key modules that promote customer retention and loyalty
  • Describe the practices of a world-class customer service provider and model their performance on those practices
  • Utilise interpersonal skills as vital implements in the provision of customer service
  • Communicate more efficiently by using dynamic listening and questioning skills
  • Set smart intentions and aims to increase daily throughput
  • Use stress management techniques to reduce tension
  • A shared organisational customer service vision
  • A streamlined customer service feedback system
  • Improved Intra/interdepartmental communication
  • Determine how to deal with demanding customers effectively
  • A highly motivated and focused workforce
  • Develop a customer-focused mindset for continuous improvement
  • Improved conflict resolution skills
  • Start the position of setting and reviewing customer service standards
  • Improve an understanding of internal and external customer expectations
  • Increased competency and communication skills
  • Increased customer retention and revenue growth
  • An improved growth for their role in helping their organisation reach customer service excellence
  • Increased confidence in their abilities to work professionally with difficult or upset customers
  • The insight to adjust their temperament style to become more versatile, adaptable and highly successful
  • Improved time management skills and increased productivity
  • Up to date methods and techniques to help them provide world-class service
  • Know the importance and significance of social media.
  • Know how to remain professional when on condition that customer service both in person and over the phone.
  • Know how to evaluate customer service through feedback and staff training.
  • Enhanced leadership and communication skills required to excel in their career
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What's included

  Course Overview

Customer service is listening to customers and assisting to resolve their problems so that they remain happy and loyal. Listening is such a critical, and sometimes unnoticed, part of customer service. Having worked in a call centre for five years, I have plenty of experience listening carefully to the needs of my customers before proficiently working to solve their problems and explain the results. Customers already begin feel taken care of when you listen wisely to their disquiets. Asking clarifying questions, repeating their concerns, and only quietly looking are helpful ways to demonstrate that you are listening and that you care about their problems.

 

Exam Info:

Type: Multiple Choice Question

Duration of Exam: 90 minutes

Pass Percentage: 45

 

 

 

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  Course Content

Introduction to Customer Service

  • Discriminate where a client ability expert chances in an organised organisation
  • Diagnose your role in providing excellent customer service
  • Define who the customers are and their expectation
  • Describe class customer service
  • Explain what the term customer supporter

Customer Service Fundamentals

  • Learn the consumer service transaction, model
  • Recognise how to notice to the consumer
  • Understand why asking open-ended questions is critical
  • Know why evaluating, and following up on a customer purchase is vital
  • See why communicating customer service issues with management is essential
  • Explain how a client deal takes place

Customer Communication Summary

  • Know that the clients have different communication networks
  • Learn why building understanding with his clients is supreme in as long as astonishing customer service
  • Recognise the different procedures for head-on vs. telephone communications
  • Know the most simple feature to communication

Customer’s Semantic

  • Match oral declarations to the exact communication places
  • Estimation customer situations to define best approaches
  • Match kinesthetic statements to the particular communication positions
  • Diagnose graphic, audio and kinesthetic arguments
  • Match visual reports to the precise communication channels

Setting the Values of Customer Service Excellence  

  • Benefits of providing excellent customer services
  • Importance of managing internal and external customer prospects
  • First impressions of customers
  • Knowing and working 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
  • Strategies to help calm upset customers
  • Managing emotions during stressful situations

Principles of Persuasion  

  • Requesting feedback from clients and colleagues
  • Art of giving and receiving feedback
  • Five dimensions of customer service excellence
  • Negotiating mutually beneficial outcomes
  • Words and tones to avoid
  • Best practices for call managing, documentation and quality declaration
  • Measuring and monitoring for customer satisfaction

Getting the Right Customer Service Attitude  

  • Stress management tips to increase productivity
  • Set personal and professional goals
  • Importance of attitude and teamwork
  • Focusing on continuous improvement
  • Client service mission and vision

Communicating the Customer Service Message  

  • How well does your organisation communicate the position of customer service
  • Knowing customer’s nonverbal communication
  • Use questioning techniques to identify a client’s expectations and service requirements
  • Telephone tips to promote a professional image
  • The dos and don’t of written communication
  • Tips for building trust and rapport quickly face-to-face or on the telephone
  • Learning style
  • Developing your active listening skills to improve communications
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Introduction to customer service Enquiry

 

Enquire Now


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

About Bolton

The name Bolton originates from bothl-tun with the name Boelton being first used in 1185 AD. The town acquired different names such as Bothelton  and  Boulton, and finally Bolton (1307). The towns motto means “overcome difficulties”.

Bolton is located in North West England. Since the 14th century it was one of the largest and most productive centers of cotton spinning in the world due to the settlement of Flemish weavers. It reached its zenith in the beginning of the 20th century. However, towards the fag end of the 20th century, the scenario changed. The cotton industry came to an end virtually if not physically.

The various smaller towns and villages around Bolton form the Metropolitan Borough of Bolton.

History

Bolton, part of Lancashire, came up as a small settlement in the moorland and was known as Bolton le Moors. At the time of the English Civil War, it was a political outpost in a staunchly Royalist region. This resulted in an attack by 3,000 Royalist troops led by Prince Rupert of the Rhine in 1644. 1,600 residents were killed and 700 taken prisoners in what came to be known as the Bolton Massacre.

Transport

Bolton is connected by local road as well as national routes. The A6  is a major north–south trunk road that passes to the west. The A666 dual carriageway, is an offshoot from the M61/M60 motorway interchange. The M61 has three dedicated stops.

Bolton is served by a network of local buses  coordinated by Transport for Greater Manchester. The bus station on Moor Lane was scheduled to be replaced by a new interchange in the town centre  by the end of 2014, at a cost of £48 million.

Bolton Interchange  was served by Virgin West Coast trains passing through Manchester Piccadilly station. Managed by Northern, the station is part of a town-centre transport interchange. It provides services to many stations  are operated by  TransPennine Express and Northern trains.

Sports

Bolton is home to various sports such as Football, Hockey and Cricket. Bolton Wanderers F.C. play football in the English League club. The Bolton Wanderers was formed in 1874 and they played at Burnden Park for 102 years. In 1997, it moved to the Reebok Stadium. The club has won four FA Cups, the last one being in 1958. The club has 73 seasons in the top division of the English league – most by any team.

Bolton Hockey Club has men and women in its teams and there are junior as well as regular teams with more than 120 playing members. The town also has two local cricket leagues, the Bolton Cricket League, and the Bolton Cricket Association.

 

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