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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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    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 Norwich

Norwich

Norwich City is located on River Wensum in East Anglia that is situated 161 km northeast of London. During the period of 11th century, it was the largest city in England. According to 2011 census, it had a population of 213,166. The area extends beyond the boundary of the city including Taverham, Hellesdon, Old Catton, Thorpe St Andrew, Sprowston and Costessey. Norwich is the fourth most populated district in East of England with a population of 3480 per sq km.

History

This town started as a small Anglo-Saxon settlement in Norfolk. Norwich was located on the river so it grew into a town. Earlier it was known as North Wic, and term Norwich was first coined in the 10th century. In the medieval period, the primary industry in Norwich was wool and leather manufacturing. In 1500 the population of Norwich was 10000 which makes it one of the largest town in England. The population increased in the 17th century to about 25000. Later various industries grew in Norwich like printing, engineering, finance and electronics. Tourism also becomes an important industry. Norwich is still thriving in the 21st century. Now the population is 140,000.

Education

Norwich City has 56 primary schools that include 16 academies and free schools. Independent schools of Norwich include Norwich High School for Girls and Norwich School. The University of East Anglia and the Norwich University of Arts is located in Norwich. The student population of the city is around 15000. The University of East Anglia is located on outskirts of the city. This university has various well known creative programmes. The Norwich University of Arts was established in 1845 to provide designers for local industries. Norwich has three more education colleges for higher education.

Safe City

Norwich is the safe city with less crime rate. Norwich has vast and healthy youth population. Many students who come to study here contribute to a good environment of this town. The Proper combination of young people and safety make it a better place to visit.

Surprising Facts

Norwich has six theatres and two dedicated puppet theatres in the UK. Norwich Theatre Royal is stunning, and it is renovated recently. It plays host to wide range of theatres like comedy, musical and kids shows. The city has a rich heritage and rich literary culture. Divine Love written by Julian of Norwich was the first book written by an English Woman in 1395. It has also become an official city of refuge, and UNESCO named it the sixth city of literature in 2012.

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