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

About London

Capital of the most populous city of England, London, is located on River Thames in the south east island of Great Britain. London came into being as Londonium in AD 43 when the Romans invaded it. However, it lasted only for 18 years before being burnt down by Queen Boudica. Londonium, prospered in AD 100 as the capital of the Roman province of Brittania. After the collapse of the Romans in the 5th Century, London was no more a capital city. However, passing through different ages, London had become the largest town of England by the 11th Century. In the modern times, London shot to fame becoming the world's biggest city during 1831 to 1925.

Tourism

London, known to be one of the best tourist spots the worldover, is ranked the most visited city in 2015 with over 65 million visitors. It also ranks among the top places in the world as far as cross-border spending is concerned. The total expenditure is estimated at US$20.23 billion as in 2015. Tourism is one of London's prime industries. It employed around 350,000 full-time workers in 2003, and the city accounts for 54% of all inbound visitor spending in the UK. As of 2016, London is the world top city destination as ranked by TripAdvisor users

In 2015, the top most-visited attractions in UK were all in London. The top 10 most visited attractions were:

Tate Modern
The British Museum
Tower of London
The National Gallery
Southbank Centre
Victoria and Albert Museum (South Kensington)
Natural History Museum (South Kensington)
Science Museum
Somerset House
National Portrait Gallery

The number of hotel rooms which has been growing every year stood at 138,769 in 2015.

Transport

Airports

London Heathrow Airport
Gatwick Airport
Stansted Airport
London City Airport
London Southend Airport

Rail

The London Underground, or the Tube, is the oldest and second longest metro system in the world.
The Docklands Light Railway which opened in 1987 is a local metro system. It makes use of small tram-type vehicles which happen to serve the Docklands, Greenwich and

Education

Primary and Secondary

The majority of primary as well as high schools are controlled by London boroughs. So are the further-education colleges in London. Some are also state-funded. London is also having a number of private schools and colleges.

Tertiary Education

London is known as a centre of higher education teaching and research. According to studies and research, London has the maximum number of higher education institutes in Europe. London was ranked as having the greatest concentration of top class universities in the world for the years 2015-16. London has an international student population of around 110,000 which is deemed to be larger than any other city in the world. Pricewaterhouse Coopers report termed London as the global capital of higher education.