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

Fill in the form below & we'd get back to you.

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


----- OR -------

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

ABOUT Burton Upon Trent

Burton upon Trent is situated on the bank of river Trent close to the border with Derbyshire. As per the 2011 census, the population of the town was 72 thousand 300. The local people of the town is known as “Burtonian”.  Burton is famously known for the production of beer, mostly with ingredient barley. The region of the Burton Bridge witnessed two wars. In the first war of 1322, the Earl of Lancaster was defeated by Edward II. The second war also called First English Civil War and it fought in 1643. In this war, Royalists captured the whole town. On the beginning of the modern period, it was a busy market town. The Burton-On-Trent is the main railway station of the town.

History

Ryknild Street which is built by Romans ran through Burton that connects camps at Letocetum, Lichfield, and Derventio. Later, it became a small district of Burton. During the 12th century, King John granted a royal charter to Abbot to hold a market every Thursday. Later on, the charter was renewed by other two kings i.e King Henry III and King Henry IV. Candlemas Day was one of the major annual fairs where trading of horses happened in large scale. Now, this fair is no longer celebrated in the other parts of England. During the Industrial Revolution, the Peel family plays an important role. In 2002, the Queen Elizabeth II visited the town for the celebration of the Golden Jubilee.

Government

The east Staffordshire Region is administered by Burton. The present MP is Andrew Griffiths. In the beginning of the 19th century, it became County Borough. The population was 50,000 at that time.

Geography and Demography

The capital city London is 109 miles from Burton. Another famous city Birmingham is just 30 miles far from it. The Derby region is much nearer to Burton than Stafford. The Trent and Mersey canal is also near to the city.  A reserved area for Animals i.e National forest is north of the city.  The town is situated at the altitude of 50 m from the sea level.  Two villages of the town are even located at more height than 50 m. The water of the Town contained a high percentage of dissolved salts. The quality of the water is favourable for the brewing industry. The latest population census came in 2011. As per the census, the Population of the town was 72 thousand 300.

Economy

Since many years, the brewing industry has been growing with fast speed.  It is still one of the major sources of income for the city. Some famous breweries are Coors Brewers Ltd, Molson Coors, Marston and much more in the row. The Burton Bridge Brewery i.e local company produces a number of famous beers such as Golden Delicious, Damson Porter, Stairway to Heaven and Bridge Bitter. The renowned brands such as Punch Taverns and Spirit Pub Company also have their headquarters in the city. The major tyre manufacturer provides much job opportunities to local people.

Transport

River Trent flows through Burton. A small ferry operated in the river since time immemorial. The Burton Old Bridge replaced by Ferry Bridge. A national level facility for bicycle commuters is also there.

Sports

There are total four separate football clubs that have been representing in the Football League. The clubs such as Lichfield Cricket Club, Dunstall Cricket Club, Burton Cricket Club and Yoxall participate in Burton and District Cricket league. The Burton Rugby Football Club recognised as oldest rugby union. It also has its International Weightlifting Team. The Powerhouse Gym club trains all round weightlifters.

Business Skills

In an organisation...