Exceptional Customer Service

Serving Your Clientele

ABOUT THE PROGRAM

Today, it is the era of the customer. Every organisation has to be well aware of the requirements of a customer to satisfy their needs. For this, it is necessary that the business communicates with the clients. Various modes by which they can do so include facial, telephonic, email and web chat. This Exceptional Customer Service training provides the delegates with a set of tools that can be used for managing their clientele according to their needs.

  • Accomplish and deliver more than client expectations

  • Offer customer services by various modes

  • Respond to he sentiments of customers accordingly

  • Make use of various best-practice customer service tools and techniques

WHAT'S INCLUDED ?

Find out what's included in the training programme.

Includes

Courseware

Courseware will also be provided to the delegates so that they can revise the course after the training.

Includes

Tutor Support

A dedicated tutor will be at your disposal throughout the training to guide you through any issues.

Includes

Key Learning Points

Clear and concise objectives to guide delegates through the course.

PREREQUISITES

The Exceptional Customer Service course has no pre-course requirements

TARGET AUDIENCE

This audience for this course are those professionals who wish to update their skills to magnify their options to build internal and external customer relations.

WHAT WILL YOU LEARN?

  • Providing a unique and best methodology to the client based on their requirements
  • Organising the needs of the clients
  • Accomplish and deliver more than what the client actually needs
  • Better the word of mouth by satisfying complainants and upset customers
  • Let the customers know the purpose and meaning of customer service
  • Ascertain your approach by relating to the services that are provided to the clients
  • Recognize the requirements of the customers
  • Offer customer services by various modes such as telephonic & online.
  • Get benefits for the organisation by providing exceptional customer service
  • Build good will through in-person customer service
  • Take custody by knowing customers practices
  • Using service skills develop active consumer practices
  • Determine oppositions and other necessities to stop undesirable exercises
  • Offer Go the Extra Mile’s for customers to create delightful experiences
  • Develop harmony, ownership evolution, and common solutions to ensure easy and a positive customer experience
  • Provide a clear view of a “Customer-Conscious Attitude”
  • List out the importance of values and extents
  • Have abilities that are required for an exceptional customer service
  • Make use of various best-practice customer service tools and techniques
  • Respond to he sentiments of customers accordingly
  • Look at the issues from the customer’s perspective.
  • Recognize policies so as to simplify the customer results
  • Surpass the expectations of the clients

Enquire Program

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PROGRAM OVERVIEW

The best person to handle customer relations is the corporate customer service executive. The organisation and their clients, both pin their hopes in the capacity of the CSE to provide the right service. The course provides the delegates with the methods with which a client can communicate with the service provider and vice-versa. An organisation can have clients within and without the company. The employees of a company from another department are considered to be internal clients while those who do not belong to the organisation are external clients.

It is important for an organisation to understand the way in which all customers can be offered the best level of service. This is possible by establishing an excellent business rapport. Interaction with the customers can be useful as it helps know about their interests and requirements.Such a scenario finally builds up to providing better solutions for the customers.


PROGRAM CONTENT

  • 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 
    • Identify 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

Exceptional Customer Service Enquiry

 

Enquire Now


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Reach us at 0121 368 7851 or info@msptraining.com for more information.

ABOUT Bolton

Bolton is a town under the administration of northwest region of Great Manchester, England.  Earlier it was known as Mill town. It is famous for textile Centers during the 14th century. The Flemish weavers boosted this industry with their good skills in the field. They introduced best quality cloth. They exported weaved cloth to whole Europe. During 1929, the number of cotton mill went to 216 by cutting the mustard in this sector. Wool and Cotton weaving tradition boom at the same speed. The population of the town is 1.5 lakh whereas the urban town has a population of 2 lakh 70 thousand. An unfortunate incident associated with its history where hundreds of people were killed and others got homeless. Some of them were put inside the prison. Bolton Wanderers is the famous football club of the region. The native people follow this game with full zeal. A great wrestler, world heavyweight champion and a lot more Amir Khan were born on this land.

History

The name is derived from Ancient English word i.e. both-tun. This city got the best motto i.e. overcome difficulties. As the city people had seen so many tough days in the past, now they are well groomed to face all such problems. It is of either nature such as natural, social or economic. The earlier history of the town started with civil wars among various ethnic groups of the region. The throne of the region shifted to various leaders from time to time i.e. Roger de Poitou then to Roger de Meresheys and followed by Pilkington’s. English Civil war leads to the demand of parliamentarian type of government but unluckily, it was not supported by all walk of society and it leads to few deadly attacks.

Governance

The 18 towns of Bolton divided by the River coral. Prominently, it divided into little Bolton and great Bolton. It is the parliamentary type of government. Bolton east and Boston west are two constituencies. Further, Bolton east divided into Bolton northeast and Bolton south east. There are total 60 councillors in 20 wards with 3 councillors in each ward.

Geography and Demography

It is northwest of England and near to West Pennine Moors. The Manchester city is also near to it. It is located in the middle of the low hills. Because of the hills, it has been protected from the fast winds and generally gets low rainfall. During the summer season, the rainfall is slightly high. Most of the people born in England. The white people are in majority with 83%. The Christian religion is followed by maximum people.

Economy and Transport

The heavy industry drastically shifted towards services industry. Around 37% population is under full-time employment.  4.2% do not get jobs. It is also a centre for the missile production aerospace. Reebok, the famous clothing brand has headquartered in this city. There is a number of projects that have been allotted and finalized by the government from 2017 to 2027. The Bolton innovation zone gets the lion’s share in the development Project. It is well connected with all the national routes. The South to North corridor is connected with A6. M61 is the junction point for 3 different directions of the town.

Sports and Education

Bolton Wanderers F.C is the famous football club. Other famous sports such as Hockey, Rugby, Cricket, Baseball and Speed Way Racing also followed with the same zeal. Started in the 15th century, Bolton school has been giving its services as a grammar school boys. Later, a new free grammar school opened. Both merged after 15 years and now recognised as one.

Religion

As per the 2001 census, 75% people of Bolton borough follow Christian religion. Other communities are Muslim, Buddhist, Hindu, Jewish, Sikh and their percentage is written in descending order as per above-mentioned names. About 9% people have no religion.

Business Skills

In an organisation...