Introduction to Customer Service|Pentagon

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Introduction
Course Details
Course Content
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A Quick Glance

Adopt a suitable structure for your Report
Write clearly and directly
Understand when formal and informal writing is related
Identify a Reports
Understand the aids of both language and scripts
Classify, collect, analyse and understand the related data and information correctly
Use graphics/visuals to improve the description
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

Prerequisites

This course has no prerequisites

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

Courseware

Tutor Support

Manual

Key Learning Points

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

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

Introduction to customer service Enquiry

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About London

Capital of the most populous city of England, London, is located on River Thames in the south east island of Great Britain. London came into being as Londonium in AD 43 when the Romans invaded it. However, it lasted only for 18 years before being burnt down by Queen Boudica. Londonium, prospered in AD 100 as the capital of the Roman province of Brittania. After the collapse of the Romans in the 5th Century, London was no more a capital city. However, passing through different ages, London had become the largest town of England by the 11th Century. In the modern times, London shot to fame becoming the world's biggest city during 1831 to 1925.

Tourism

London, known to be one of the best tourist spots the worldover, is ranked the most visited city in 2015 with over 65 million visitors. It also ranks among the top places in the world as far as cross-border spending is concerned. The total expenditure is estimated at US$20.23 billion as in 2015. Tourism is one of London's prime industries. It employed around 350,000 full-time workers in 2003, and the city accounts for 54% of all inbound visitor spending in the UK. As of 2016, London is the world top city destination as ranked by TripAdvisor users

In 2015, the top most-visited attractions in UK were all in London. The top 10 most visited attractions were:

Tate Modern
The British Museum
Tower of London
The National Gallery
Southbank Centre
Victoria and Albert Museum (South Kensington)
Natural History Museum (South Kensington)
Science Museum
Somerset House
National Portrait Gallery

The number of hotel rooms which has been growing every year stood at 138,769 in 2015.

Transport

Airports

London Heathrow Airport
Gatwick Airport
Stansted Airport
London City Airport
London Southend Airport

Rail

The London Underground, or the Tube, is the oldest and second longest metro system in the world.
The Docklands Light Railway which opened in 1987 is a local metro system. It makes use of small tram-type vehicles which happen to serve the Docklands, Greenwich and

Education

Primary and Secondary

The majority of primary as well as high schools are controlled by London boroughs. So are the further-education colleges in London. Some are also state-funded. London is also having a number of private schools and colleges.

Tertiary Education

London is known as a centre of higher education teaching and research. According to studies and research, London has the maximum number of higher education institutes in Europe. London was ranked as having the greatest concentration of top class universities in the world for the years 2015-16. London has an international student population of around 110,000 which is deemed to be larger than any other city in the world. Pricewaterhouse Coopers report termed London as the global capital of higher education.