CH139

Managing Your Customer Relationships

Best Practices in Customer Service

Course
duration
2 days
regular
Rate
$895
preferential
Rate
$750 A preferential rate is offered to public institutions, to members of certain professional organizations as well as to companies who do a certain amount of business with Technologia. To know more, please check the FAQ's section on «Registration and rates».

Cities and Dates(Public sessions in French only)		participant(s)
Montreal	27 to 28 June 2013	-+
Montreal	03 to 04 October 2013	-+
Quebec City	09 to 10 October 2013	-+
Montreal	06 to 07 January 2014	-+
Montreal	01 to 02 April 2014	-+
Quebec City	24 to 25 April 2014	-+
Montreal	14 to 15 July 2014	-+

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This Course is also offered private training.If you have a group and would like this course to take place at your location, please consult our Private Training section to know more or to get in touch with our sales department.

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Course and trainers' evaluations

Objectives

To provide the knowledge and skills required to develop the ability to intervene successfully, to use the language of influence, and to improve efficiency and customer satisfaction.

Target Audience

Customer service personnel, whether for internal or for external clients

Prerequisites

None.

Content

The paradoxical psychology of the client: all the same and all different
Interpersonal skills for customer service: your mental attitude towards clients
Technical skills: how to listen, communication, echoing and responding
The ADAPT process for successfully handling interactions with clients
Techniques related to the telephone: calling in person, or leaving messages
Making a promise to a client: norms, obligations and consistency
How to convey bad news to a client: turning down a request, revealing errors, announcing the unavailability of a service
Professional behaviour in customer service: choices and decisions

Customer Testimonials

Evaluations

% overall satisfaction for this course

89%

% Participants who would recommend this course

99%

« I really enjoyed the group exercises and games used to help us reflect upon our own behaviour. »

Line P., Chef des applications, Intact Corporation Financière

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Trainers for this Course

Joyce Beaudoin She has over six thousand hours of experience as a trainer in customer service, sales, and the power of communication.

97% Trainer
evaluation

Sébastien LeBlanc Sébastien has trained and coached more than fifteen thousand people since 1999, gaining solid experience as a consultant, speaker, copywriter and coach in customer service and management.

96% Trainer
evaluation