A Quick Glance

  • black-arrow

    Adopt a suitable structure for your Report

  • black-arrow

    Write clearly and directly

  • black-arrow

    Understand when formal and informal writing is related

  • black-arrow

    Identify a Reports

  • black-arrow

    Understand the aids of both language and scripts

  • black-arrow

    Classify, collect, analyse and understand the related data and information correctly

  • black-arrow

    Use graphics/visuals to improve the description

  • black-arrow

    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
More

Prerequisites

This course has no prerequisites

More

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
More

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

 

 

 

More

  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
More


Introduction to customer service Enquiry

 

Enquire Now


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

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

About Chorley

Chorley is located in Lancashire, England. It is situated 11 miles north-west of Bolton and 8.1 miles north of Wigan. The wealth of this country is due to the cotton industry.

History:

In 1970, this city had factory chimneys but now they are destroyed. According to 2011 census, this area had a population of 34,667. It did not get its place in Domesday Book even as it is considered as twelve Berewicks in Leyland hundred. In mid-thirteenth century, it appeared in historical records around 1250. 

St Laurence’s Church is the oldest building in Chorley. It has appeared in historical records after its creation. In the 12th century, the people believe that the church is named after Saint Laurence who was an Irish Saint. The bones of Saint Laurence were given to the church by Sir Rowland Standish. The industry revolution helps it to gain wealth like other Lancashire towns. This city had various cotton mills till the 20th century. During the period of the 1950s and 2000s, the mills were demolished. In 20th0s2009, the last mill named as Lawrence’s Mill which stops producing textiles. During Second World War, this town played a major role, and it was home to Royal Ordnance Factory.

Economy:

The mining was the first industry in Lancashire, and its evidence can be seen by on outskirts of town. The Anglezarke Quarry mining is located between Horwich and Chorley. Remnants of mining include old railway bridge from Duxbury Mine on Wigan Lane. Later on, the Mining industry was replaced by Cotton Mills. Truck manufacturing was initiated from the neighbouring town of Leyland. During the Second World War, factory on Pilling Lane created military vehicles and tanks. Through the 20th century, Chorley lost much of its manufacturing capacity. Also, it lost its complete disappearance of coal, textiles, armaments industries and motor vehicles. 

Companies that are located in Borough are:

  • BAE Systems
  • FedEx
  • North West Depot
  • Talent
  • CSC

 In 2011, Chorley Council started large businesses to reallocate to Chorley. In 2014, an official website of Chorley was established. 

More