Customer Service Delivery

Delivering Good Services satisfied customers

Learn to Differentiate Between Different Types of Customer Behaviour
Make a Rapport with A Customer Instantly
Develop the Habit of Effective Listening and Understanding The Customer
Learn to be Responsible for Customer Satisfaction
Handle Challenging Customers
Get Certified from Experienced and Certified Instructors

Customer Service Delivery course will help candidates to enhance skills, to resolve the disagreement. Learn simple and useful tools and models that will improve the service levels. By undergoing this training, participants can easily know where to place business.

Who should take this course

Operations Managers and personnel
Customer Service Representatives
Finance/Accounting Personnel
Payroll Officers and Personnel
Accounts Receivable and Payable

Prerequisites

There are no prerequisites for this course

Classifying the good and bad customer service behaviour
Rapid formation of relations with customers
Having positive attitude for problems
Managing emotional responses in challenging discussions
Managing customer’s emotional temperature
Methods for controlling the conversation
Effective questioning and listening methods to explain customer requirements and expectations
Responsibility to attain customer satisfaction
Transactional Analysis
Handling challenging customers calmly and confidently
Employ service excellence plans to retain current and attract new customers
Be perceived as a professional through body language, effective questioning and active listening
Identify organisation have to offer customers and clients
Understand and manage customer/client expectations in different situations
Deal with customer dissatisfaction situations resulting in constructive outcomes
Know the need for customer care skills
Know how to deal effectively with anger, aggression and complaints
Understand the importance of security and personal security
Assess and analyse customer satisfaction
Explain what customer service means to internal & external customers
Recognise how one's attitude affects service standards
Master ways to develop & maintain a positive, customer-focused, defiance
Frame techniques for service excellence over the phone
Gain insight to connecting with their clients online
Master techniques for dealing with difficult customers
Grow needs inquiry devices to address customer needs better
Acquire tools for recovering demanding customers
Understand when to escalate an issue
Apply outstanding customer service methods to generate return business
Practice methods for developing good will through in-person customer service
Identify strengths and weaknesses in the organisation's customer care process
Ability to use influencing skills to build long-term relationships with the primary customers
Describe different customer behaviour styles
Be able to maximise the chance given by a complaining customer
Know what exceptional customer care looks like.
Develop tactics to show this level of service
Review performance and plan for customer service improvement

Key Learning Points

Tutor Support

Courseware

Course Overview

Customer service Delivery course is essential for success and survival of any organisation. Get the skills and methods to rise to the challenges of meeting customer expectations.

Exam:

Exam Type is the Multiple Choice Questions

Duration of this course is 90 minutes

Pass %age: 45

Course Content

INTRODUCTION

Understanding types of services
Understanding customer types
What customer service means
Evaluating customer service

Email Etiquette

Email and Content
Email atheism
Understanding the five types of emails
Emails and attachment
Responding to emails
Emailing and Customer service
Emails and privacy

DEALING WITH THE CUSTOMER

Communicating with the unsatisfied customer
Solving the customer’s problems
Follow-up with the customer
Customer service traits to copy (case studies)

Setting the scene for customer service excellence

Changing nature of customer service
Defining customer charters and the benefits of a customer-focused organisation
Customer charters allow differentiation from the competition
Ensuring consistency in customer service & buy-in actions across organisation

Understand your customers

Customer behaviour & expectations
The rising power of the customer
Assess customer lifetime value
Meet, manage and exceed customer expectations
Deal with changing expectations
Steps in the customer service process
The loyalty ladder

Keep customers with service excellence

What is Service excellence?
Keep current customers
Internal versus external customers
Care for existing customers
Provide an accessible service
Understand legislation and standards around consumer rights
Promote your organisation
Gain new business and customers
Under promise and over deliver: Going the extra mile

Connect with customers

Develop a relationship between you as the service provider and the customer
Inspire confidence and build trust both as an expert and service professional
Become aware of the importance of body language and active listening
Make use of effective questioning
Present information to customers as valued individuals
Excel in written, face to face and telephone conversations

Deal with customer dissatisfaction

Tips and techniques for effective complaint handling
Preparing to handle a complaint: a step by step guide
How to increase the likelihood of a positive outcome post-complaint
The value of customer feedback
Service recovery

Improve customer service

Review performance
Plan for service improvement
Acknowledge the importance of the full customer experience

Understanding Customer Service

Describe Customer Service
Identify Customer Expectations
Commit Yourself to Providing Excellent Customer Service

Focusing on the Customer

Create a Positive First Impression
Detect and help Meet the Customer's Needs
Create a Positive Last Impression

Handling Complaints

Make it Easy for Customers to Complain
Resolve the Problem
Cope with Upset and Difficult Customers

Delivering Excellent Customer Service on the Telephone

Answer the Telephone
Project a Positive Image Using Your Voice
Transfer Calls
Take Meaningful Messages

Dealing With Stress

Describe Stress
Take Preventive Measures
Overcome Stress

Managing the Customer's Initial Contact

Accept a Customer Contact
Address a Customer's Emotional State
Address Your Emotional State

Addressing Customer Issues

Assess Customer Issues
Develop Solutions
Negotiate to Reach a Solution

Closing Communications

Upsell Additional Products
Conclude Customer Contact
Follow Up
Release Stress

About Dunfermline

Dunfermline is a town located in Fife, Scotland. In 2011, the population recorded was 49,706 and the figures released in 2012 shown Dunfermline’s population as 50,380 which made It largest locality in Fife and tenth in Scotland.

Dunfermline town was recorded first in the 11^th century. The marriage of Malcolm III, King of Scotland and Saint Margaret at the church located in Dunfermline. This town has much historical significance and also provide facilities for leisure. The primary focus of employment is on service sector that has the largest employer being Sky UK. Other major employers in Dunfermline are Amazon, FMC Technologies, Best Western, Lloyds and Nationwide.

History

Dunfermline has rich history and heritage. Dunfermline signified Gaelic. A fort by a meandering rivulet and fort refers to a building called Malcolm Canmore’s that is at the Peninsular mount in Pittencrieff Glen. Dun means either a fort or hill. Fiar means winding or crooked. From this tower, Dunfermline originated as town and marked its existence. The arms of town are supported by two lions with motto ““Esto rupes inaccessa”.

Dunfermline City is one of the hidden jewel of Scotland and among an impressive place. History of Dunfermline goes back to the residence of kings of Scotland and history of Church.

Sport

Dunfermline is home to professional rugby, football as well as cricket teams. Dunfermline Athletic senior football team play their games at East End Park in Scottish Championship. The team has become famous after winning Scottish Cup twice in 1961 and 1968 and gained a reputation. Dunfermline Senior Rugby team play at McKane Park in Caledonia League Division. A cricket club is also based at Carnegie Cricket Ground which is an athletics ground at Pitreavie. A major extension to the centre was completed in November 2011. It includes 25 yards (23m) Edward training pool in new 25 meters 6 land deck level pool movable floor, there is an improved entrance and reception area with new gym and a new cafe.

Education

Dunfermline has 14 primary schools and four secondary schools. Other facilities include a private school and Calaiswood ASN School intended for children with health needs and learning difficulties.

Oldest secondary school in town is Dunfermline High School, established in 1816 and now it is called Queen Anne Street. Since 1994 school serves both western and southern parts of town as well as Kincardine and Rosyth that occupied a site on St Leonard’s Street. In Wellwood towards the north-west area of the town, Queen Anne High School is located. In 1972, Woodmill High School was updated which was originally a junior secondary. The school was developed in Priory Land. In 1969, St Columba’s high school was opened which is one of two Roman Catholic secondary schools in Fife. School server people are living in West Fife. Fife College provided further education and was known as Lauder Technical School in 1899 and Andrew Carnegie provided its funding. In 1910, the textile school was founded and funded by Carnegie. Later it was known as Technical School in 1927. In 1951 school was known as technical college and then it's named turned to Lauder College in late 20^th century. In 2007 it became Carnegie College.