Exceptional Customer Service | MSP Training

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.

Courseware

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

Tutor Support

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

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 Heathrow

In London, Heathrow airport is a major international airport. Heathrow airport is the world’s second busiest airport by International passenger traffic. In 2016, Heathrow airport has a 75.7 million passengers travelling record. Heathrow airport renders scheduled services which is one of the six airports along with Gatwick, Luton, London City, Stansted and Southend. Heathrow airport is located 23 km west of Central London. This airport has two parallel east-west runways and four operational terminals that cover 4.74 sq. mi. From Heathrow airport, above 80 airlines fly to 180 locations (approx.) worldwide carrying more than 72 million travellers and 1.4 million tonnes of cargo every year. Heathrow airport is enclosed by the Hillingdon, Longford, Cranford and Harmondsworth from the north side and by Hatton and Hounslow from the east side. Heathrow airport offers many facilities such as for business, handicapped travellers and children. Heathrow airport has a splendid rail and road links to London and other cities of the country. From Heathrow airport, there are many public means of transport such as coaches, taxis, trains and Heathrow express, ease the passengers to travel to the main city.

History

Heathrow airports in its started life are known by the name of Great-West Aerodrome and occasionally known as Heathrow Aerodrome. It is originated in 1946 as London Airport for commercial air travel and renamed as Heathrow airport in 1966. Sir Frederick Gibberd has designed the Heathrow airport. He has designed the original terminals and buildings. In the 1980s and 90s Heathrow develop into a major employer with 70,000 staff.

Security

At the Heathrow airport, full body scanners are used which exhibits a cartoon-style figure of passengers’ body and exhibits all the items on the screen which are restricted to carry while travelling. Aviation security which is the unit of Metropolitan Police holds the responsibility of airport police. It also has armoured vehicles of Household Cavalry, which has been sporadically deployed during the time of heightened security.

TRAINING AVAILABILITY

Aberdeen

Bath

Bedford

Belfast

Birmingham

Bolton

Bournemouth

Bracknell

Brighton

Bristol

Bromley

Burton Upon Trent

Buxton

Cambridge

Canterbury

Cardiff

Carlisle

Chatham

Chelmsford

Chester

Chichester

Chorley

Cirencester

Colchester

Corby

Coventry

Crewe

Darlington

Derby

Dereham

Doncaster

Dublin

Dundee

Dunfermline

Eastleigh

Edinburgh

Exeter

Fleet

Gatwick

Glasgow

Gloucester

Guildford

Harrogate

High Wycombe

Hinckley

Inverness

Ipswich

Jersey

Kingston upon Hull

Leeds

Leicester

Lincoln

Liverpool

London

Luton

Maidstone

Manchester

Middlesbrough

Milton Keynes

Newcastle

Northampton

Norwich

Nottingham

Oxford

Peterborough

Plymouth

Poole

Portsmouth

Preston

Reading

Sheffield

Slough

Solihull

Southampton

Stoke-on-Trent

Sunderland

Swansea

Swindon

Teesside

Tonbridge

Tredegar

Wakefield

Warrington

Warwick

Watford

Windsor Town

Wokingham

Wolverhampton

Worcester

Wrexham

York

Business Skills

In an organisation...