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 Northampton

It is situated on the bank of river Nene, it is 67 miles on the northwest of London.Northampton comes under the region of East Midlands of Northamptonshire country. The Administration headquarters is Northampton guild hall. It is non-metropolitan district administered by two-tier structure government. Mary Markham and Heather Smith are the leaders of their respective councils. Christopher Malpas is the mayor. It has a population of around of 2 lakh 12 thousand. The population rose to many folds in past 9 years.It is also one of the biggest cities of United Kingdom.

History

Since Bronze age, Northampton is the latest colony among all. Earlier people lived at protected areas to save themselves from the attack like Hunsbury hill. The central part of this town was used as a base against Danish armies. The national importance increased after the Norman defeat. Still, it is one of the strategic locations for the present government. The royal residence was demolished and now railway station had been constructed there.

Geography

The division of the town is as suburbs, Council wards, Constituencies and a few more formal areas. There are two parliamentary constituencies i.e Northampton North and Northampton South. One can easily visit nearby places such as Wellingborough, Leicester, and Towcester. It is been administrated into various constituencies, suburban areas and 33 wards for effective implementation of development programs.

Climate

It has maritime climatic conditions such as cool summers and mild winters.The Moulton park weather station has its infrastructure in the University of Northampton which provides an update regarding weather conditions to the locals. Northampton is also among the highest points of the borough. The rainfall is approximately between 600mm and 700 mm.

Ethnicity

The white people are in majority with 1 lakh 80 thousand in numbers followed by Asian, black, mixed and Arbs. The Christian is in the majority with 57% population. There is also number of famous churches for worship.

Economy

The lion’s share of the economy of Northampton is with leather Industries. There are many prominent brands such as Wildsmith Shoes, Edward Green Shoes, Crockett and Jones and a few more. Engineering field also set up its game with leather industry.

Arts and culture

The market square is the biggest attraction of this town. The view of the night got best of all the world. The theatres, libraries, museums, and galleries are others places in the basket.

Education

During 1261, King Henry III gave the authority by a Royal Charter to run the University of Northampton. The University of Northampton gave tough competition to the University of Cambridge and University of Oxford. There were a large number of students who migrated from these universities to the University of Northampton. There was a large number of representatives of its students in the battle of Northampton. It made the King Henry III very anxious. The services of the University put an end in 1265. In the year of 2005, the university in its new form started giving its services in the region.

Transport

Northampton is at the junction point of 16, 15a and 15 of the M1 motorway that connects London with its city. The other major towns of Northampton are connected with A45 and A43. The A14 is providing links with the east and west of the town. It passes through the north side of the region. The airports that are giving their services to the region are Sywell Aerodrome, East Midlands Airport, and Luton Airport. During the time of traffic in services, Birmingham Airport is also used by people of the region in large scale. The bus services are also very appreciated by the people of the town.

Business Skills

In an organisation...