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 Bristol

With a population of 449,300 in 2017 , Bristol is located in south west England. It has borders with Somerset and Gloucester. Earlier known as Brycgstow (the place at the bridge),it was known to be the starting point for many a great explorations. Bristol's modern economy rests on creative media, electronics and aerospace industries. The city-centre docks have been reconstructed as heritage centres. Its currency is the Bristol pound.It is home to the te University of the West of England and the University of Bristol . Besides, it also has many other artistic and sporting organisations and venues.

History

Findings in Bristol point out to the presence of inhabitants during the Paleolothic Age. Bristol came into being around 1020 AD. It started off as a trading center that produced silver pennies. It further developed as a port during the 11th century. The stone bridge that gives Bristol its name (built in 1247 AD) was replaced in 1760’s. In the mid 14th Century, half of Bristol was lost to the Black Death. During the 15th and 16th Century , Bristol had trade links with Ireland, Iceland, and Gascony. The Diocese of Bristol was founded in 1542. Bristol kept on growing in the coming centuries. By the 20th Century its population increased to 428,089 in 1971 from 330,000 in 1901. Bristol also saw massive damages from the German and Nazi armies during the second world war. The Bristol city centre when rebuilt had numerous skyscrapers. The 1980s saw the closure of some of the main roads. Some of the areas had to be restored and regenerated. The city centre's tallest towers was demolished. Bristol also saw changes to its roads when M4 and M5 were introduced.

Sport

Bristol has teams representing all the major national sports. Bristol City and Bristol Rovers are the city's leading football clubs. Bristol Rugby (Rugby Union) and Gloucestershire County Cricket Club are also based in the city.

Gloucestershire County Cricket Club has its headquartersat the Bristol County Ground. It plays its home games at the same ground. Formed by the family of W. G. Grace, it is arguably Bristol's most successful as Gloucestershire CCC also won the Royal London One-Day Cup in 2015. The Bristol Flyers are a well known basketball team from Bristol. They have achieved some good success in the British Basketball League, since 2014. Bristol Aztecs are another team from Bristol who play in the BAFA National Leagues. Iice hockey made a comeback to Bristol after a 17-year period when The Bristol Pitbulls playing at Bristol Ice Rink. Bristol sponsors an a half marathon every year. It played host to the 2001 IAAF World Half Marathon Championships also. Bristol and West AC, Bitton Road Runners and Westbury Harriers are athletic clubs from Bristol. Bristol has staged the finishing and starting stages of the Tour of Britain cycle race. Facilities in the city were used as training camps for the 2012 London Olympics. The Bristol International Balloon Fiesta, a major UK hot-air ballooning event, is held each summer at Ashton Court.