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 Warrington

Warrington is referred as unitary authority area in Cheshire with a population of around 208,800 recorded in 2016. It lies on the shore of the Mersey River. The town is referred as the largest town in the county of Cheshire, England. It is located between the towns of Manchester and Liverpool. The population of the town grew strongly since 1968, and it became a new town. The history of the area traced its root back to the Roman period. The Romans discovered the town at an important crossing place on the Mersey River, and the Saxons set up the new settlement of the town. Warrington developed as a market town at the lowest bridging point, a place which is crossed by a bridge at its closest point to the sea during the Medieval Period. The town was engaged in the business of textile and wool production in the middle ages.

The town experienced the urbanisation and expansion after the industrialisation took place in historical counties of England and when Mersey was made traversable in the 18th century. The vital railway corridors in the United Kingdom, West Coast Main Line, runs north to south and the Cheshire Lines connecting the towns of Liverpool and Manchester, runs west to east. The Manchester Ship Canal, 36 miles long inland waterway connecting Manchester to the Irish Sea cuts through the south of the town from west to east. The partial box is created around the town with M6 and M62 motorways. In 1974, with the combination of former County Borough of Warrington, the Lymm Urban District and the Warrington Rural District, the modern borough of Warrington was developed.

History

The early settlement of the town was established at Wilderspool during the Roman Empire. The evidence of Bronze Age settlements had been suggested by the local archaeologists. The town developed at an important crossing point on the Mersey River since the ancient times. The importance of the town grew and emerged as a market town and crossing point of the Mersey River. The early reference to the bridge was first found in 1285. The area around the St Elphin’s church, now covered under the Church Street Conservation Area represent the origin of the modern town.The town played a crucial role in the English Civil War. The old town centre served as a mainstay for the armies of the Earl of Derby and Oliver Cromwell. During the industrial revolution, the town evolved as a manufacturing town and became a centre of textiles, steel, tanning and chemical industries.

The town flourished and became more popular after the construction of canal and improvement in the navigational properties of the Mersey River. The town accepted the introduction of steam in the town and used as a source of power for its mills. The town served as a base for RAF Station Burtonwood and airfield for the largest US Army Air Force during the Second World War, The new town status granted to Warrington in 1968. With the decline of heavy industries between 1970 and 1980, the economy of the town shifted to the light industry and technology. The town was affected by the Provisional Irish Republican Army bomb attacks in the town centre and later on, a bomb attack on a gas storage plant in Warrington.    

Economy

Warrington is home to the Unilever and ESR Technology. The major employers of the town are Warrington Council and Warrington & Halton Hospitals NHS Foundation Trust. In 1974, the first shopping centre was opened and covered new bus station and a Debenhams store. During the modernisation of the town centre, Warrington experienced a boost in its customer trade. There are several other shopping malls and large indoor market in the town. Gulliver’s World theme park is located in the town and covers Lilliput Land and the Safari Kingdom.

Business Skills

In an organisation...