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 Wakefield

Wakefield

In West Yorkshire, England, Wakefield is located. Wakefield is on the River Calder and Pennines eastern edge. In 2001 Wakefield had a population of around 77,512. It increased for five Wakefield wards called East, North, South, West and Rural to 77,512 according to 2011 census. Wakefield is also dubbed as ‘ Merrie City’ in Middle Ages. John Leland in 1538 described it as ‘ A quick market town and large and meately large. It is also a well-served market of fish and flesh from sea and rivers so that vital is good and cheap there. Wakefield Battle took place in Wars of the Roses. Wakefield became a famous centre for wool and a market town. In the 18th century, Wakefield made a trade in corn and textiles. In 1888 parish church of Wakefield acquired Cathedral status. It also became a county town of West Riding of Yorkshire. It was the seat of West Riding County Council from 1889 till 1974.

History

Along with railroad, many streams and lakes also played a significant role in economic growth of Wakefield. There were many damn and around twenty mill sites that include fulling mills, gristmills and carding mills along these waterways. Due to this development growing population expanded in seven separate villages, East Wakefield, South Wakefield, North Wakefield, Burleyville Wakefield corner, Sanbornville and Union. Sanbornville villages are now the primary business centre in Wakefield. The new town hall was constructed in Sanbornville in 1895. From Lovell lake , ice was shipped and harvested by two companies with the help of 16 to 20 train carloads to Boston and beyond it every day. At the beginning of 1900’s railroading was to the extreme with 25 trains in and out of Sanbornville every day.

In 1911, due to fire various rail yard buildings burned and operations centre shifted to Dover. After the emergence of electrification, need for ice reduced. The Later popularity of automobiles further reduced the need for rail travel. Finally, in 1969, Snow train which was a passenger train, made its final run.

During Second half of 20th century, a major industry in Wakefield was the development of 11 lakes. Development of summer homes and services needed to be provided. This helped later to provide incomes to many Wakefield residents. It helped to retain the rural character of Wakefield for which Wakefield is known.

Education

Oldest school Surviving in Wakefield is Queen Elizabeth Grammar School, a boys school established in 1591 by Queen Elizabeth by Royal Charter. The original building is in Brook Street that is now the Elizabethan Gallery. In 1854, QEGS school was moved to Northgate. The school was administered by Governors of Wakefield Charities who also opened Wakefield Girls High School ( WGHS) located at Wentworth-street in 1878. Church of England opened National Schools that include St Mary’s in the 1840s and St Johns in 1861. Original St Austin’s Catholic School was opened in 1838. In 1846 Methodist School was opened on Thornhill Street. Eastmoor School previously Pinders Primary School is only opened by Education Act 1870 which is still open.

Wakefield College has origins in School of Art and Craft of 1868. It is today the primary provider of 6th form and further education in the area with around 10,00 part-time and 3000 full-time students. It has campuses in the surrounding towns as well as in the city. In 2007 Wakefield College and Wakefield City Council announced plans to create a University Centre of Wakefield but bid for funding failed in 2009. Other schools with sixth forms include QEGS, Cathedral High School which is now an Arts College for age 11 to 18 and Wakefield High Girls School.