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 Nottingham

Nottingham is a town under the unitary administration of Nottinghamshire. It is 128 miles far from London. It is the seventh biggest urban area of the Great Britain. It is located in The East Midland territory of the UK. It is nearby low hills surfaces along river Trent lower valley. It is the seventh biggest urban area of the Great Britain. It has prominent industries such as Bicycle, Rayleigh and tobacco. During the Industrial transformation, due to lace making business and textile industries, this city flourished both the way i.e volume and wealth.

It gained extensive acceptance from major contributors such as Boots the chemist, Raleigh bikes and Players Cigarettes. The city also rated insufficiency level world city and Alpha city by the think-tank group of Globalization and World Cities Research Network. The city has biggest publicly possessed bus network in the UK and it has an outstanding public transport system. It is one of the six nominated cities of science catering 15000 businesses of IT sector including environmental technologies, biomedical sciences and advanced engineering.

History

The city exits date earlier than Anglo-Saxon era. The city is known as Place of Caves. A large number of caves found in the outskirts of the town. “Snotingaham” name came into existence during the rule of Saxon. The river Leen has a castle on the outcrop of sandstone. The Anglo Saxon was confined Up to Lace Market of today. The fortification of the town happened to save from attacks. The proper ditches were also constructed so that it leads to saving from Norman Conquest. Supporters of Prince John occupied the castle during the return of Richard the Lionheart. Later on, it was surrounded by Richard. A sharp conflict happened and again captured by Richard. During the 15th century, Nottingham got famous in exporting the religious sculptures. A famous German traveller visited the town in mid-17 century. He said Nottingham is the most beautiful and modern town in the outskirts of London. Industrial revolution booms the textile industry. During the Second World War, the industry saw sharp fall.

Governance

Nottingham city council is looking after administrative work of the city. Each councillor looks after its ward.The duration of the councillors is 4 years. The city also has lord mayor but he has no executive and formal power. There are total 3 parliament seats in the region.

Education

Education is administered by the unitary of the city, managed by Nottingham City Council. Their main aim is to give high-quality knowledge, research and professional education. There are two main universities and their various campuses in the city, providing education to more than 60 thousand students annually. The city also has several sixth form academies and colleges which provide training and education to the adults.

Attractions and architecture

The city became famous for its historic buildings, memorials, landmarks, monuments and statues. Most famous and worthwhile attraction to visit is Nottingham Castle, includes an art gallery and museum. Other famous landmarks are ancient sandstone caves, Wollaton Hall, Old Market Square, Lace Market, Highfields Park, Green’s Mill and Science Centre, The Great Central Railway and Galleries of Justice Museum. The city also entertains many great festivals and ceremonies. Among that the most popular is Nottingham Goose Fair.  Apart from these, the city has most energetic first-class shopping centers, restaurants, bars, theatres, museums and art galleries.  

Sports

Nott County is the professional football club. Nottingham is going to bid as host of 2018 FIFA world cup for the country. The city would receive if successful in the bid. The Trent Bridge acts as a playground for the County cricket club. Other major games are Rugby, marathon, Ice hockey and boxing.

Business Skills

In an organisation...