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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

 

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

About Bristol

With a population of 449,300 in 2017 , Bristol is located in south west England. It has borders with Somerset and Gloucester. Earlier known as Brycgstow (the place at the bridge),it was known to be the starting point for many a great explorations. Bristol's modern economy rests on creative media, electronics and aerospace industries. The city-centre docks have been reconstructed as heritage centres. Its currency is the Bristol pound.It is home to the te University of the West of England and the University of Bristol . Besides, it also has many  other artistic and sporting organisations and venues.

History

Findings in Bristol point out to the presence of inhabitants during the Paleolothic Age. Bristol came into being around 1020 AD. It started off as a trading center that produced silver pennies. It further developed as a port during the 11th century. The stone bridge that gives Bristol its name (built in 1247 AD) was replaced in 1760’s. In the mid  14th Century, half of Bristol was lost to the Black Death. During the 15th and 16th Century , Bristol had trade links with  Ireland, Iceland, and Gascony. The Diocese of Bristol was founded in 1542. Bristol kept on growing in the coming centuries. By the 20th Century its population increased to  428,089 in 1971 from  330,000 in 1901. Bristol also saw massive damages from the German and Nazi armies during the second world war. The Bristol city centre when rebuilt had numerous skyscrapers. The 1980s saw the closure of some of the main roads. Some of the areas had to be restored and regenerated.  The  city centre's tallest  towers was demolished. Bristol also saw changes to its  roads when M4 and M5 were introduced. 

Sport

Bristol has teams representing all the major national sports. Bristol City and Bristol Rovers are the city's leading football clubs. Bristol Rugby (Rugby Union) and Gloucestershire County Cricket Club are also based in the city.

Gloucestershire County Cricket Club has its headquartersat the Bristol County Ground. It  plays its home games at the same ground. Formed by the family of W. G. Grace, it is arguably Bristol's most successful as Gloucestershire CCC also won the Royal London One-Day Cup in 2015. The Bristol Flyers are a well known basketball team from Bristol. They  have achieved some good success in the British Basketball League,  since 2014. Bristol Aztecs are another team from Bristol who play in the BAFA National Leagues.    Iice hockey made a comeback to Bristol after a 17-year period when The Bristol Pitbulls playing at Bristol Ice Rink. Bristol sponsors an a half marathon every year. It played host to the 2001 IAAF World Half Marathon Championships also.  Bristol and West AC, Bitton Road Runners and Westbury Harriers are athletic clubs from Bristol. Bristol has staged the finishing and starting stages of the Tour of Britain cycle race. Facilities in the city were used as training camps for the 2012 London Olympics. The Bristol International Balloon Fiesta, a major UK hot-air ballooning event, is held each summer at Ashton Court.

 

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