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

 

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Reach us at 0121 368 7851 or info@msptraining.com for more information.

ABOUT Bracknell

Located in the Borough of Bracknell Forest in Berkshire, England, Bracknell is a town having a population of 77,256. It is located 11 miles to the east of Reading and 34 miles west of central London. The name, Bracknell, comes from Braccan Heal. It may also have got its name from a school in the locality called the Brakenhale. There is a standing stone to the north-east of the city known as the Quelm Stone. The Quelm Stone is a menhir i.e. a stone that is rough and in the form of a rectangle or square. One of the main buildings in Bracknell is the ‘Old Manor House’ which used to be home to a number of priest holes which were used as hiding places when the Catholic priests were executed by law forcefully in England. During such times the Catholic priests could hide in one of these holes or escape to somewhere else using the tunnels that were built beneath them.

Transport in Bracknell      

The two railway stations in Bracknell that include Bracknell itself and  Martins Heron as well are located on a common line that runs from  Waterloo to Reading. Commuters from Bracknell travel mostly in two directions i.e. Eastwards to London Waterloo and Westwards to Reading.

It is located at the end of the A329 (M) motorway.A motorway. M31  was proposed to be built for connecting the M3 and the M4 but only a part of that could be completed which is now known as the A329(M) and the A3290.

The Bracknell bus station, located on The Ring, serves Bracknell. There are three shelters on the bus stand, one each for the three stands. The Bracknell Bus Stand provides services to Wokingham, Crowthorne, Windsor, Camberley, Slough, and Reading.  The Courtney Bus Services and Reading Buses provide local bus services.  The Green Line provides coach services to London Victoria while the Courtney Buses provided services to the National Express and The Luton Flyer.

Education

Bracknell provides schooling as well as further education through the various institutes in the city itself. Some of the schools in the area are :

  • Easthampstead Park School
  • St Joseph's Catholic Primary School
  • Brakenhale Academy
  • Garth Hill College and Ranelagh Church of England School

Colleges of further education in and around Bracknell are listed below:

  • Bracknell is home to the Bracknell and Wokingham College
  • The Silwood Park campus of Imperial College London is also a destination for those who wish to go for further education. The college is located 5 miles to the east of Bracknell.
  • To the northwest at a distance of 8 miles is The University of Reading
  • 8 miles to the east is the Royal Holloway College

Arts

A mansion dating back to 1760 stands in the south of the town which has been rebuilt many times now serves as a large arts centre. The Wilde Theatre named after Oscar Wilde and opened in 1984  has hosted his play ‘The Importance of Being Earnest’ which has a character called 'Lady Bracknell' in it. Over the years, the South Hill Park has seen a number of music performances in various festivals.A list follows:

1975 – 1990s Bracknell Jazz Festival        

1970's – 1980s Bracknell Folk

1980's – 1990s – Bracknell Music Festival  or the South Hill Park Festival

1988 – Womad Festival

2000 – 2013 – A free and an annual festival of World Music.

Many places in Bracknell have been used in films. The locations include  Martin Heron and Birch Hill.In Harry Potter and the  Philosopher’s Stone, Martin Heron is the locality in Bracknell where Harry’s Uncle and Aunt stay. Another movie, Time Bandits, used the location Birch Hill. Birch Hill is also known for naming its streets from east to west in an alphabetic order.

Business Skills

In an organisation...