Exceptional Customer Service|Pentagon

Call Us

+44 1344 961530

E-Mail Us

info@pentagonit.co.uk

Introduction
Course Details
Course Content
Enquire

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

Enquire Now

----- OR -------

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

About Glasgow

Glasgow

Glasgow is largest city located in Scotland and third largest in the United Kingdom. Earlier, it was a part of Lanark shire which is now one of the 32 council areas of Scotland. Glasgow is located on River Clyde in country’s west central lowlands. People of Glasgow are referred as Glaswegians. Glasgow developed from a small rural settlement on River Clyde. Glasgow had become largest seaport in Britain. In the 18th century, it became a major centre of Scottish Enlightenment. From the 18th century, Glasgow has grown as one of the Great Britain’s central hub of trade including West Indies and North America. Glasgow focused on its heritage to attract tourists from various countries. Tourism is also a source of employment in Glasgow. In 1980, Hunter Ian Art Gallery was opened. In 1983, Collection of Burrel went on display in a museum in Pollock House grounds. In 1985, Scottish Exhibition and Conference centre was built. Clyde Auditorium was also added in 1997.

In the period of 1980’s and 1990’s, traditional manufacturing industries of Glasgow dropped. Service industries grew in Glasgow like retail, tourism and finance. In 1990 Glasgow School Museum of Education was opened. St Mungo's Museum of Religious Life and Art was opened in the year 1993. In 1999, Buchanan Galleries Shopping centre and Clyde Maritime centre was opened. In early 21st century, Glasgow thrived. IMAX cinema was opened in 2000 and Clyde Arc Bridge in 2006. At present, the population of Glasgow is 588,000.

Education

Glasgow has four universities within 1.5km area of city centre. These universities are a major centre of academic and higher research. Name of the Universities are:

University of Glasgow

University of Strathclyde

Glasgow Caledonian University

The University of West of Scotland

Saltire centre located at Glasgow Caledonian University is one of the busiest university libraries in the UK. Three further education colleges are there in the city that includes Royal Conservatoire of Scotland, Glasgow School of Art and Teacher training courses. In 2011 Glasgow had around 53,470 students which is higher than any other town in Scotland. Many live away from home in Dennistoun, Shawlands and West End of City. City council handles 29 secondary schools, 149 primary schools and three special schools. Special schools including Glasgow Gaelic school, Glasgow school of sport and Dance school of Scotland. Glasgow has various independent schools like Hutchesons Grammar School which was founded in 1639. Hutchesons Grammar School is one of the oldest school institutions in Britain. The oldest school in Scotland are Glasgow Academy, Kelvinside Academy, High School of Glasgow, Fernhill School and Craigholme School.

Economy

Glasgow has the largest economy in Scotland and third highest GDP per capita of any city in the UK. The city itself provides 410,000 jobs in over 12000 companies. Between 2000 and 2005 around 153,000 jobs were created and growth rate reached 32%. The annual economic growth rate of Glasgow is 4.4% and is now second to London. Dominant industries like shipbuilding, heavy engineering gradually got replaced. Major manufacturing industries in the city are Clyde Blowers, Linn Products, William Grant and Sons, Aggreko, Weir Group, Whyle and Mackay, Albion Motors, British Polar Engines and Edrington Group. Glasgow was once a most important city in the UK for manufacturing which generated great wealth for the city. Glasgow is now the second most popular foreign tourist destination in Scotland. In the 21st century, some call centres in Glasgow grew substantially. City’s primary manufacturing industries include engineering, construction, shipbuilding, brewing and distilling, printing and publishing, chemicals, textiles and new growth sectors like software development, biotechnology and optoelectronics.