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 Oxford

Oxford is a city located in South East region of England and county town of Oxford-shire. In 2015, it had a population of 168,270 that makes it 52^{nd the} largest town in the United Kingdom. Oxford is one of the fastest growing and diverse city. From London, Oxford is situated at 57 miles, 69 miles from Bristol, 62 miles from both Birmingham and Southampton and 25 miles from Reading.

It is a home of the University of Oxford that is the oldest university in the English-Speaking world. Oxford is also known as ‘City of Dreaming Spires’, and poet Matthew Arnold invented this term. Oxford has a wide economic base. Various industries in Oxford include education, publishing, motor manufacturing, science-based businesses, academic offshoots and various information technology.

History

The first cinema in Oxford was established in 1910. Christchurch Memorial Gardens was laid out in 1926. In 1913 fate of Oxford changed when a man named Morris began making cars in the city. In 1919 radiator making company was developed and in 1928 pressed steel company that made car bodies. Oxford was prosperous city and important manufacturing center. In 1929 boundaries of the city was extended to include Summertown, Wolvercote, Headington, Cowley and Iffley. Oxford police station was established in 1936, and 1930’s various new houses were built in Cowley, North Hincksey and Botley. Museum of History of Science was opened in 1924, and Hincksey Park was opened in 1934. In 1953 St Clares College was opened and in 1965 Cowley Shopping Centre opened. Gallery of Modern Art in Oxford was opened in 1966 and College of Further Education was established in 1972. Meanwhile, Roger Bannister became the first person to run a mile in less than 4 minutes at Oxford.

Today major industries in Oxford are car manufacturing, making vehicle parts and publishing. There is a biotech industry in Oxford. In 2006 Oxford Castle opened to the public and now the population is 151,000.

More about Oxford City

Oxford also called ‘City of Dreaming Spires’ is famous for its place in history and the University. For around 800 years, it has been home to various scholars and royalties. Nowadays city has become a cosmopolitan town. With the home to ancient university, it is also growing in information technology. Various businesses are located in and around the city. Oxford is a perfect mix of old and modern and plenty of tourists visit here. They visit many historic buildings, museums, colleges, going out for meal or drink, watching the show or doing shopping, Oxford contain everything.

Whether visiting for pleasure or business in Oxford, you will find a broad range of hotels, apartments, accommodation and self-catering services. Oxford is little away from various other attractions and capital city, London.