Exceptional Customer Service|Pentagon

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Introduction
Course Details
Course Content
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A Quick Glance

Build positive and productive customer relationships
Provide outstanding customer service
Exceed customer expectations
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.

Prerequisites

There are no prerequisites for this course

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

Courseware

Manual

Tutor Support

Key Learning Points

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:

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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About Warwick

Warwick is the region urban of Warwickshire, England. The town dishonesties upon the River Avon, 11 miles (18 km) south of Coventry and fair west of Lamington Spa and Whitnash with which it is touched. At the 2011 United Kingdom review, it had a populace of 31,345.

There was human action at Warwick as early as the Neolithic period, and continuous occupancy since the 6th century. It was a Saxon burh in the 9th century, Warwick Castle was recognised in 1068 as part of the Norman conquest of England. Warwick School rights to be the eldest boys' school in the country. The earldom of Warwick was formed in 1088, and the early restrained the town in the feudal period and constructed city walls, of which Eastgate and Westgate endure. The castle industrial into a stone stronghold and then a country house and is today a general tourist attraction.

Governance:

Population growth has led to Warwick flattering combined to its larger neighbouring town Lamington Spa with which its procedures a small city. The two cities are now along with Kenilworth and Whitnash. These are managed as part of Warwick District. Warwickshire County Council leftovers based in Warwick itself.

Warwick is signified in Parliament as part of the Warwick and Leamington electorate. It has been detained by the Conservative Party since the 2010 general election; since then, Chris White has been the constituency's Member of Assembly. From the 1945 general election until 1997 the electorate elected a Traditional MP. In 1997 a Labour MP was chosen and retained the seat until 2010 when White was chosen.

Geography:

Antiquarian William Dugdale wrote in the 17th century that Warwick was stand up upon a rocky climb from every side, and in a dry and fertile soil, consuming rich and pleasant fields on the south part and woodland on the north. Two issues have pretentious Warwick's constructed environment: the Great Fire of 1694 and the lack of industrialisation. The fire demolished much of the town, and the next transformation was mainly in one style. In the 19th century, when other cities were fast rising during the Industrial Rebellion, Warwick did not know the same development. Part of the reason Warwick did not grow as a centre of the industry was that the town did not lie on significant roads and the River Avon was not manoeuvrable as far as Warwick.

Culture:

Warwick crowds annual centenaries reaching from the Spoken Word to Classical and Modern Music to a Folk Festival and a Victorian Evening, detained in late November or early December. St. Mary's Church crowds a series of Early Music performances, and the Bridge House Theatre hosts the Music-in-Round performances. Warwick Chamber of Trade assistances to endorse the town for companies, inhabitants and traders. The city is also well-known for Warwick Castle, the building of which instigated in 1068. The city centre is also recognised for its significant building and covers a combination of Tudor and 17th-century buildings. In topical years several high-profile national and international businesses have set up large office developments in and around Warwick, notably National Grid plc. And IBM.