A Quick Glance

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    Build positive and productive customer relationships

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    Provide outstanding customer service

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    Exceed customer expectations

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    Make good will by understanding customer needs

Exceptional Customer Service course will provide knowledge to delegates about how to manage the customers. This course-related and pertinent unique customer service training delegate search what he does and what he should do to delight his consumer base. In today’s marketplace, customers can communicate with delegate through some options facial communication, telephonic conversation, email contact and web chatting. This exceptional customer service training explores these channels with the aim of providing you with a toolkit to manage each client involvement aptly.

The training is usually custom-made business training to make sure a fully joined learning experience where delegate can share real-world circumstances and solutions. These training courses also enable individuals to share their valuable experience and best practice across a more extensive range of startups. With the help of this training course, the delegate will become client-centric, get to know your customer's point of view and their expectations to make a difference.

Who should take this course

This Exceptional customer service course is suitable for anyone who has responsibility for serving internal or external customers.



There are no prerequisites for this course


What Will You Learn

  • View issues from the customer's perspective and foster lasting, positive customer relationships
  • Set standards for all current and future CSR employees to guarantee consistent behaviors
  • Gain valuable insights into client concerns and effectively handle complaints
  • Respond appropriately to the emotions of clients and recommend value-building solutions
  • Reduce CSR turnover due to burnout and emotional overload
  • Adopted a consistent, professional style when speaking with customers
  • Developed skills in engaging with customers and handling their enquiries effectively
  • Determine the five needs of every customer
  • Quantify the impact of great customer service on profitability and the cost of losing a customer
  • Determine our strengths and weaknesses by self evaluation
  • Develop strategies to handle difficult customers
  • Create an action plan for success
  • Identify what not to say to a customer
  • Listened effectively, asked questions and summarised to respond fully to a customer request
  • Identified ways they can add value to customer relationships and exceed expectations
  • Practised how to turn customer service disappointment into a positive experience
  • Why outstanding success is essential to business success today and makes a direct contribution to bottom line results
  • The costly consequences of poor customer service and how to avoid them
  • There’s no second chance to make a great first impression. Here’s how to impress customers and win loyalty from the very first contact
  • 6 essential rules of customer care and service. Warning! Violate just one of these and you can easily lose a customer forever
  • Modern techniques and strategies to build a genuine relationship and goodwill with customers quickly and easily
  • It’s not just what you say but how you say it. Key telephone techniques to handle calls with success and ease
  • The 3 stages of a customer service call and how to ensure most calls are handled successfully
  • The secrets to minimising the stress involved with customer service and avoiding staff burnout
  • What to do to take control of difficult situation with the H.E.L.P. technique
  • How to turn complaints into an opportunity to build better customer relations
  • Explain what customer service means to internal & external customers
  • Recognise how one's attitude affects service standards
  • Master ways to develop & maintain a positive, customer focused, attitude
  • Develop needs analysis techniques to better address customer needs
  • Apply outstanding customer service techniques to generate return business
  • Practice techniques for developing good will through in-person customer service
  • Formulate take away techniques for service excellence over the phone
  • Gain insight to connecting with customers online
  • Master techniques for dealing with difficult customers
  • Acquire tools for recovering difficult customers

What's included

  Course Overview

A customer service executive of the corporate, Participants is likely to handle customers interactions in the best possible way. The hopes of both delegates company and clients hinge on his ability to offer the correct service in the right way possible. In this course, the candidate will get the opportunity to explore the background and methods of customer communications. Exceptional customer service ensures that every single contact with delegate’s business is a useful experience. 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 augment your time spent at work by establishing positive business rapport. Recognising critical points throughout customer interactions increases your capability to solve problems and 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.


  • Exam Type: Objective
  • Duration: 90 minutes

  • Pass %age: 45




  Course Content

Defining Customer Service

  • What does excellent service look like and feel like?
  • Sharing our own experiences of good and bad service
  • Responsibility for customer service
  • Stepping into your customers’ shoes
  • Individual and group exercises facilitated group discussion

Handling customer enquiries

  • Customer contact model and service standards
  • Creating lasting first impressions
  • Building and maintaining rapport
  • Using positive language and tone of voice
  • Demonstration facilitated group review; pairs exercise with group review

Service recovery

  • Turning disappointment into delight
  • Identifying the nature of customer complaints
  • Responding to customer complaints
  • Introducing colleagues to resolve customer service issue
  • Group discussion, presentation, exercise with group review

Complaint handling practice

  • Practice brief
  • Practice sessions
  • Complaint handling practice sessions with feedback, group review

Building customer relationships

  • Relationship triangle – trust and loyalty
  • What differentiates us from our competitors?
  • Identifying ways to add value and exceed customer expectations
  • Following up
  • Presentation, revolving flipchart exercise in small groups, group review

Establishing customer needs and responding to requests

  • Questioning
  • Active listening – including taking notes
  • Summarising
  • Practical exercises in pairs and trios with group discussion

Handling work based customer requests

  • Identifying challenging customer requests
  • Responding to challenging customer requests assertively
  • Group discussion, short practice sessions in pairs with feedback

Exceptional customer service Enquiry


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Reach us at +44 1344 961530 or info@pentagonit.co.uk for more information.