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 Bromley

Bromley is located at a distance of around 15 km (9.3) miles in south east of Charing Cross. It is a one of the major district of south-east London England. Bromley was referred as Bromelag in early AD862. According to 2001 Census, the population of Bromley was 309,392. According to area, Bromley is the largest borough in London.

History

See of Rochester has a close connection with the history of Bromley. To create the Manor of Bromley in AD 862 the land was provided by King of Kent named Ethelbert. Until 1845 this land was owned by the Bishops of Rochester.  Later Coles Child, purchased Bromley Palace and he was a wealthy local merchant and philanthropist. Bromley formed an ancient parish in the Sutton-at-Hone lathe of Kent and the Bromley and Beckenham hundred. The Local Government Act 1858 was adopted by parish and a local board was formed in 1867. From 1924, Bromley became part of the London Traffic area. From 1933, Bromley formed a part of London Passenger Transport Area. In 1965, Bromley became a part of the recently created Greater London. After the First World War, Bromley town development was sufficiently complete. Large number of houses, industrial buildings and modern houses were replaced. In last 20 years, large area of town centre has been reconstructed to include large glades shopping centre. This resulted in loss of town centre housing area. Bromley High School was established on 18th January 1883. It is the 13th school of GDST (Girls Public Day School Trust). The opening of this school marked the significance of higher education for the girls. This school provided high levels of Scholarship and lay more emphasis in language. Headmistress of this school , Miss Heppel was expert in French.

 Culture

Bromley has many theatres. The Bromley Little Theatre close to Bromley North railway station and the Churchill Theatre in the town centre are well known among them. Bromley has a central library with a large book stock, reference library, Internet and Wi-Fi access. A four-screen site in Bromley is owned by Empire Cinemas. Morris dancer’s team is owned by Bromley.

Geography

In the BR postcode area, Bromley is a post town. BR1 covers areas like Sundridge Park, Bromley, Bickley and a part of Downham. The BR2 covers Shortlands, Hayes and Bickley and Bromley Common.

Economy

In the London Plan, Bromley is known as one of the major metropolitan centres. The town is having a large retail area which includes The Glades centre, a pedestrianised High Street and the main shopping mall. The retailers included by shopping area are Russell & Bromley, Gap and Oasis.

Governance

Bob Neil is the current MP of Bromley. The town is located in the Bexley and Bromley constituency and James Cleverly is London Assembly member of the same constituency. Harold Macmillan is Bromley's most famous MP.

Transport

Railway

Bromley mainly has two railway stations:

Bromley North station provide services to Charing Cross and London Bridge by changing at Grove Park. Bromley South station via Herne Hill, Kentish Town via Blackfriars, provide services to London Victoria. Trains are available to many stations including Gillingham, Orpington, Sevenoaks via Swanley, and Ashford International via Maidstone East.

Buses

Many means of transport for London services serve Bromley. These services connect Bromley with areas including Beckenham, Orpington, Crystal Palace, Bexleyheath, Catford, Chislehurst, Grove Park, Croydon, Eltham, Hayes, Lewisham, New Addington, Sidcup, Penge, and West Wickham.

Landmarks

On 16 April 1941, due to enemy action, the parish church of St Peter and St Paul was damaged. St Paul church is now located on Church Road. In Bromley, the most significant historic building is Bromley College located on London Road. Martin's Hill, Church House Gardens, College Green, Queen’s Garden and Library Gardens are the central public open spaces. Another well-known parish church is St Mark's which is standing on Westmoreland Road.

Business Skills

In an organisation...