A Quick Glance

In today’s world Customer Service is of utmost importance. A business should be aware of the needs of a customer and must know how to satisfy their clientel. The communication between the customer and service provider can take place by various modes such as facial,telephonic, email and web chat. This Exceptional Customer Service training details these channels with the aim of providing the client with a set of tools to manage each client involvement suitably.

The Exceptional Customer Service course comes with no pre-requisites.

This course is meant for delegates who wish to increase their opportunities to build both internal and external customer relations.

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Courseware

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Manual

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Tutor Support

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Key Learning Points

  • How to provide a unique and best methodology based on the needs of a client
  • Organise different needs of a client and and their situations proficiently and quickly
  • Learn to accomplish and deliver more than promised to the clients , dependably and knowingly
  • Satisfy complainants and upset customers to retain favor
  • State the purpose and meaning of customer service to all your customers
  • Identify your attitude in relation to services provided to the clients
  • Identify the customer’s needs
  • Offer telephonic & online services to the customer
  • Use exceptional client service to get corporate benefits
  • 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 GEMs (Go the Extra Mile) for customers to create experiences that offer delight
  • Develop solidarity, ownership transition, and common solutions to ensure easy and a positive customer experience
  • Offer a clear view of a “Customer-Conscious Attitude”
  • Detail the importance of values and extents
  • Create proficiencies required for an exceptional customer service
  • Make use of various best-practice client service methods, tools and skills
  • Respond properly to the sentiments of customers and approve value-building responses
  • Look at the issues from the customer’s perspective and substitute permanent, and positive customer relationships
  • Device policies to simplify the customer results  that are being expected
  • Develop successful teams
  • Know how to provide more than promised to the client

Course Overview

A corporate customer service executive can be considered to be the best person to handle customers relations. The hopes of both delegates company and clients lies on his capacity to provide the right service. The course introduces the delegate to the methods available to communicate with the customer. Exceptional customer service ensures a useful experience from all the customers of the organisation. Clients can range from external consumers to private employees in any department.

 Understanding how to offer the same level of service to all customers will enhance thhe time spent at work by establishing positive business rapport. Interacting with the customer and then identifying critical points increases one’s ability to offer positive solutions. Applying this information to trends in exceptional customer service and consumer desires allows you to contribute to the company’s lowest line and make a client’s life a little easier.

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Course 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

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Exceptional Customer Service Enquiry

 

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Reach us at 01865532996 or info@pearcemayfield.com for more information.