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 Warwick

Warwick is the region urban of Warwickshire, England. The town dishonesties upon the River Avon, 11 miles (18 km) south of Coventry and fair west of Lamington Spa and Whitnash with which it is touched. At the 2011 United Kingdom review, it had a populace of 31,345.

There was human action at Warwick as early as the Neolithic period, and continuous occupancy since the 6th century. It was a Saxon burh in the 9th century, Warwick Castle was recognised in 1068 as part of the Norman conquest of England. Warwick School rights to be the eldest boys' school in the country. The earldom of Warwick was formed in 1088, and the early restrained the town in the feudal period and constructed city walls, of which Eastgate and Westgate endure. The castle industrial into a stone stronghold and then a country house and is today a general tourist attraction.

Governance:

Population growth has led to Warwick flattering combined to its larger neighbouring town Lamington Spa with which its procedures a small city. The two cities are now along with Kenilworth and Whitnash. These are managed as part of Warwick District. Warwickshire County Council leftovers based in Warwick itself.

Warwick is signified in Parliament as part of the Warwick and Leamington electorate. It has been detained by the Conservative Party since the 2010 general election; since then, Chris White has been the constituency's Member of Assembly. From the 1945 general election until 1997 the electorate elected a Traditional MP. In 1997 a Labour MP was chosen and retained the seat until 2010 when White was chosen.

Geography:

Antiquarian William Dugdale wrote in the 17th century that Warwick was stand up upon a rocky climb from every side, and in a dry and fertile soil, consuming rich and pleasant fields on the south part and woodland on the north. Two issues have pretentious Warwick's constructed environment: the Great Fire of 1694 and the lack of industrialisation. The fire demolished much of the town, and the next transformation was mainly in one style. In the 19th century, when other cities were fast rising during the Industrial Rebellion, Warwick did not know the same development. Part of the reason Warwick did not grow as a centre of the industry was that the town did not lie on significant roads and the River Avon was not manoeuvrable as far as Warwick.

Culture:

Warwick crowds annual centenaries reaching from the Spoken Word to Classical and Modern Music to a Folk Festival and a Victorian Evening, detained in late November or early December. St. Mary's Church crowds a series of Early Music performances, and the Bridge House Theatre hosts the Music-in-Round performances. Warwick Chamber of Trade assistances to endorse the town for companies, inhabitants and traders. The city is also well-known for Warwick Castle, the building of which instigated in 1068. The city centre is also recognised for its significant building and covers a combination of Tudor and 17th-century buildings. In topical years several high-profile national and international businesses have set up large office developments in and around Warwick, notably National Grid plc. And IBM.