Exceptional Customer Service|Pentagon

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info@pentagonit.co.uk

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 Sunderland

Sunderland

Sunderland also referred as Sunderland A.F.C, Tyne and Wear. It is located on River Wear in England. Sunderland comprises of the neighbouring towns like Washington and Houghton-le-Spring as well as city. Sunderland is referred as UK Parliament Constituency from 1832 to 1950. Sunderland A.F.C is a professional football team.

History

The population of Sunderland was 146,000 during 1901. First electric trams started in Sunderland in 1900. However in the 1940s and 195-s electric trams were replaced by buses. Last trams ran in Sunderland in 1954. Sunderland Technical College was opened in 1901. In 1904 Bede Memorial was raised and in 1907 Commissioners offices were built. In 1907 Empire Theatre was also opened. In 1909 Barnes Park was opened. Backhouse Park in 1923. Thompson Park in 1933. In 1902 Roker Breakwater was built and South Breakwater in 1914.

Boundaries of Borough were extended in 1928 to include Southwick and Fulwell. In 1929 New Wear Bridge has been constructed. A general hospital was opened in 1929. In 1934 was Deep Water Quay was opened. Council started slum clearance in Sunderland in 1930s. New council houses were built to replace the old slums located in Ford Hall, Marley Pots and Leechmere. During Second World War 267 people were killed due to German bombing. About 1000 houses were destroyed, and about 3000 got damaged. In 1967 boundaries of Sunderland were extended to include Silksworth, South Hylton, Herrington, Ryhope and Castletown. In 1969 Sunderland Polytechnic was founded and was made university in 1992. In 1970 civic centre and the new town hall was built. In 1973 new Police station has been constructed.

In 1973 Monkwearmouth Station Museum was opened. In 1974 North East Aircraft Museum was founded and new General Hospital was opened in Sunderland in 1978. Sunderland suffered in the 1930s when third of the men were unemployed. During 1950s Joblessness lowered and in 1980s unemployment returned. In late 20th century, Sunderland’s coal mining declined rapidly. After 1986 no more coal was exported. New industries replaced the old ones. Sunderland is well known for its car making industry. Other industries in Sunderland include electronic engineering, papermaking, mechanical engineering and textiles. Sunderland was made a city in the year 1992. In 1995 Sunderland Library and Arts Centre was opened. In 1997 Stadium of Light was opened and in 1998 National Glass Centre was opened. In 2002 Tyne and Wear Metro was expanded to Sunderland. In the beginning years of 21st century, Sunniside area was regenerated. Sunderland Aquatic Centre was opened in 2008. Now the population of Sunderland is 275,000.