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 Wokingham

Wokingham

Wokingham is an ancient market town located in Berkshire, England that is 39 miles west of London. It is 11 km south-east of Reading, 13 km north of Camberley and 6.4 km west of Bracknell. According to 2011 census, Wokingham had a population of around 30,690.

Wokingham was called Borough before 1974 reorganisation of local government. Later Wokingham was merged with Wokingham rural district to establish a new Wokingham District. Borough granted its status in 2007.

Governance

Nothern part of Wokingham, centred on Ashridge was separated part of Wiltshire. The area was extended well into town centre before being transferred to Berkshire in 1844. In 1894 ancient parish was divided into rural and urban civil parishes. In 1974 Wokingham was merged with Wokingham Rural District under Local Government Act 1972 to create a non-metropolitan district of Wokingham. Since 1998 Wokingham is a unitary authority area. Wokingham consists of 54 elected councillors. Council is headed by one councillor known as the chairman of the council. Council elections are held in three out of every four years with Conservative party having a majority since 2002 election. Offices of Borough Council are based at Shute End. In Wokingham, successor parish continued to exist. Wokingham Town Council administers Wokingham. This council is elected every four years, and consists of 25 councillors that represent Wescott, Norreys, Evendons and Emmbrook and these are four wards of the town. Every year one is elected as Mayor. In 1860 present town hall was erected in Guildhall site. The constituency of Wokingham MP is Conservative John Redwood who has represented Wokingham since 1987.

Education

Wokingham has four secondary schools. Elmbrook School is a co-education school that is a Maths and Computing College. St Crispin's School is also a co-educational school which is a Computing and Maths College. In 1931, The Holl School was founded in the Dower House of Beches’s Manor, and it is a girls' school. The Holl School is also a Science and Language College. Forest School is a boys school and an enterprise as well as a business college. There is Private School also in Wokingham. In 1945 Holme Grange School for Girls was founded and for boys aged 3-`16 years. At Luckley, Luckley House School was founded in 1918 for girls aged 11-18. In 1937 Ludgrove School shifted to Wixenford house. White House Preparatory School was closed. The oldest school in Wokingham Borough, Reading Blue Coal School was founded in 1666. Blue Coat is situated in Sonning village since 1946 and has catchment areas of South Oxfordshire and most of Berkshire.