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 Coventry

Coventry is a metropolitan borough in the central England and second largest city in the West Midlands, England. It is the 12th largest city in the United Kingdom with a population of around 345,385 recorded in 2015. The city is located 11 miles north of Warwick, 24 miles southwest of Leicester and 19 miles east-southeast of Birmingham. It is considered among historic counties of England and lies 95 miles northwest of central London.  In 1940, the 14th-century cathedral church was demolished by the German Wehrmacht military forces in 1940 and Coventry Cathedral was built in the city. The motor companies of the city played a significant role in the growth of the British motor industry. The two major universities in the city include the University of Warwick and Coventry University located on the southern outskirts and city centre respectively.

History

The civil parish in the Warwick district, known as Baginton was founded by the Romans and a Saxon nunnery was established by St Osburga in AD 700. Later on, King Canute attacked the Danish Army and the Anglo-Saxon nunnery was left in ruins in the 10th century. The Benedictine monastery was established by the Leofric of Mercia in 1043 and the settlement grew with the establishment of the market at the abbey gates. The 4th captain of Chester Ranulf de Gernon established a Coventry Castle in the early 12th century, known as bailey castle in the city. The first usage of the castle came to light after the Robert Marmion discharged the monks from the adjacent priory of Saint Mary. Later on, the castle was converted into a fortress and became a battle site against the Earl.

The city was considered as the most important city of England and also served as a major centre of the cloth trade during the 14th century. The city also became one of the three major centres of the clock and watch manufacturing in 18th and 19th century. The clock industry declined due to competition from Swiss clock manufacturers and the focus shifted to bicycle and motorbike manufacture along with machine tool and aircraft industries. The city flourished as a leading centre of bicycle manufacturing in the late 19th century. Later on, the bicycle manufacturing was expanded to production of motors and the city became the principal centre of the British motor industry. The Jaguar’s design headquarters is established at the Whitley plant.

The city was the prime target of German bombers during the Second World War and suffered massive air raids occurred on the evening of 14 November 1940 destroyed more than 4000 houses. The Germans named it operation moonlight sonata. The severe bombing raids killed more than 800 people and damaged three-quarters of the industrial plants of the city made thousand people unemployed and homeless. During the Luftwaffe attacks, the city suffered colossal damage in comparison with other cities of the England. The huge firestorms damaged most of the city centre due to the presence of large armaments, aircraft and aero-engine plants.

Education

The city is served by two central universities: Coventry University and the University of Warwick. For further education, the city has three main colleges such as City College, Hereward College and Henley College. The most secondary schools of the city are specialist colleges including Finham Park School, Cardinal Wiseman Catholic School and Language College, Woodlands School and Caludon Castle School. The two oldest secondary schools in the city are Sidney Stringer Academy and President Kennedy School and Community College.

Economy

The city remained as the most important seat of ribbon-making in the United Kingdom and competed internationally with France and locally with cities of Leicester and Norwich. The city is home to various cycle and motor manufacturing companies including The Great Horseless Carriage Company, Triumph motorcycle, Coventry Motette and Swift Motor Company. The major sectors including agricultural machinery, telecommunications equipment, machine tools and aerospace components contributed towards the growth of the economy. Recently, the focus has moved towards the finance, research and development as well as logistics and entertainment.

Business Skills

In an organisation...