Exceptional customer service

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.

Understanding Customer Service

• Describe Customer Service
• Identify Customer Expectations
• Commit Yourself to Providing Excellent Customer Service

Focusing on the Customer

• Create a Positive First Impression 
• Identify and Help Meet the Customer's Needs
• Create a Positive Last Impression

Handling Complaints

• Make it Easy for Customers to Complain
• Resolve the Problem
• Cope with Upset and Difficult Customers

Delivering Excellent Customer Service on the Telephone

•   Answer the Telephone
•   Project a Positive Image Using Your Voice
•   Transfer Calls
•   Take Meaningful Messages 

Dealing With Stress

• Describe Stress
• Take Preventive Measures
• Overcome Stress

Managing the Customer's Initial Contact

• Accept a Customer Contact
• Address a Customer's Emotional State
• Address Your Emotional State

Addressing Customer Issues

• Assess Customer Issues
• Develop Solutions
• Negotiate to Reach a Solution

Closing Communications

• Upsell Additional Products
• Conclude Customer Contact
• Follow Up
• Release Stress