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 Norwich

Norwich is a city situated on the bank of river Wensum. Norwich comes under the administration of East Anglia of England. It is also regional managerial Centre for both the region i.e East Anglia and county town. Until the 11th century, it was recognized as the largest city in England. In 2011 census the population of this town was 2 lakh 15 thousand. Cities such as Taverham, Hellesdon, old Catton, Thorpe St Andrew, Sprowston, and Costessey comes under the jurisdiction of it.  Norwich has a highly dense population with respect to the area covered. Norwich City F.C is the most followed football club of the city. Clive Lewis and Chloe Smith are present MP’s of this city. Norwich conferred with England's first UNESCO city in the field of Literature in 2012.

History

The history began with the rule of Romans. Romans got dismantled around 450 CE. The city got its name from Northwich, it was founded between 5th and 7th century. It was followed by deadly war between English and Romans. During Middle Ages around 1134, the presence of Jews was noted there. The early period between 1485 and 1640 was considered the time where the wool industry got the expansion. During 17thcentury population increased very rapidly. During this time others industries such as printing, engineering, finance, tourism, and electronics. Further, it followed with several civil wars and the Victorian era.

Education

Norwich runs many primary, secondary, professional and free schools including various academies for its students on large scale. The Norwich University and the University of East Anglia are prominent ones. The population of students is 17000 approximately. These institutions provide hundreds of designers to local industries.

Culture

Since old age, Norwich has been associated with arts and culture, publishing and literature. Pulls Ferry, Shopping places, Norwich castle museum, architectural site Norwich 12, the great hospital, dragon hall are some famous places of this city.

Sports and Safe city

Speedway racing was popular in the region prior and after the Second World War. The famous lightweight champion of the world Jon Thaxton belonged to this city. Norwich is as old as London i.e capital city of England for several centuries prior to Industrialisation.  It is also famous for its greenery. Soon it will be converting into the transition town. Norwich considered as the safest city to live, study, visit and much more. Norwich has immense and healthy youth population. There is a very commendable initiative that has been started by the people i.e. “meet the people”. It is an event that covers discussion on the topics such as social and political among all walks of life. Student’s contribution in making good environment is commendable. The right combination of youth, friendly environment and safety makes it a perfect place to study.

Climate

It has maritime climate as it is near to the river Wensum. It did not have any extreme temperature conditions in the past as well as in the present scenarios. There has not been any single case of the shortage of rainfall and undistributed rainfall in the region. The official met office of the region is Coltishall. All the records present here have been used to study the climatic pattern of the region. The Met office provides the updated information to the locals to aware them of any natural hazard.

Transport

It is well connected with road, railway, and Air. It is a junction point for the east and west, i.e. Great Yarmouth (East) and Kings Lynn and Peterborough (West). The local government has recommended an upgrading of the roads. It is also linked to the Cambridge via A11. The rail network is well connected to London Liverpool Street, Peterborough, Nottingham, Sheffield and a few more. The prominent bus services are being run by Anglian Bus, First Norfolk, Suffolk, connecting bus service a few more. There is a famous national cycle route for bicycle commuters. There is a river Yare that provides the water transport to the region.

Business Skills

In an organisation...