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 Reading

Reading is a large town in Berkshire located in the Thames Valley with a population of around 162,700 recorded in 2016. The town is situated on the Thames and Kennet Rivers in southern England, and it is 42 miles west of London, 75 miles east of Bristol and 25 miles south of Oxford. The history of the town traced its roots back to 8th century. In the medieval period, the town was considered as a 10th largest town in England and served as the main trading and ecclesiastical centre.  One of the richest monasteries ‘Reading Abbey’ is also built in the town. The town was severally affected by English Civil war, and the wealth of the town declined with the major siege and loss of trade.

With the establishment of ironworks and Great Western Railway in the 18th and 19th century, the town grew rapidly and became the principal manufacturing centre. During that period, the economy of the town again flourished, and it became famous for its brewing trade. The town is crowned as leading economic area for economic success, and well-being and the factors contributing towards its growth are health, employment, and income. Due to its strategic location and establishment of information technology and insurance sector in the town, it became a major commercial and regional retail centre catering the needs of a large area of the Thames Valley.

History

The first evidence of settlement was found in the 8th century, and it is estimated that the town may date back to the Roman period. It was also referred as Readingum, the name derived from an Anglo-Saxon tribe in Old English. The first battle of the town was held in 871, and an army of Danes set up the camp and remained in the town until the end of 8th century. With the presence of six mills, Reading was explicitly known as a borough in 1086. In the 14th century, the most devastating pandemics Black Death also affected the city and lost 60% of its population.

Reading Abbey founded in 1121 was largely destroyed during the dissolution of the monasteries in 1538. The town was little affected by First and Second World War compared to other towns and cities of the United Kingdom. The town centre was attacked by Luftwaffe plane machine in 1943 resulted in many causalities. The town is ranked among one of the largest urban areas of the England, but it has not granted the city status so far even after bidding for three main occasions celebrated Diamond Jubilee, a new millennium and Golden Jubilee of Queen Elizabeth II. All three bids remain unsuccessful.  

Economy

Reading is a major retail and commercial centre in the Southern England. The town is home to various UK offices of foreign multinationals and British companies’ headquarters. Due to its proximity to London, it is also known as part of the London commuter belt and inward tourist destination with 30,000 inward arrivals recorded during the morning peak period. The headquarters of the major companies including Microsoft, BG Group, and Oracle Hibu is located in the town. PepsiCo, Ericsson, Commvault, and Wrigley have their offices in the town. The town centre is a major shopping centre; there are three major departmental stores, two shopping malls and three shopping arcades in the town.

Education

In 1892, the University of Reading was established. It was rated as one of the most research-intensive University of England. It is also rated among top 200 universities in the world. A large number of primary, private, independent and state secondary schools in the town provides the best education to the students.

Tourism

The town is famous for Thames Valley countryside, medieval abbey ruins, a major shopping centre and Thames and Kennet rivers. Notable places to visit in the town are Reading Abbey Ruins, Reading Museum, Basildon Park, Wellington Country Park and much more exciting locations.

Business Skills

In an organisation...