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CH182

Managing Your Customer Relationships

Ethics and Communications on the Phone, by Email and in Person


Cities and Dates(Public sessions in French only) participant(s)
Montreal 05 June 2013 -+
Gatineau 04 July 2013 -+
Montreal 20 September 2013 -+
Quebec City 01 November 2013 -+
Gatineau 29 November 2013 -+
Montreal 20 January 2014 -+
Quebec City 09 May 2014 -+
Montreal 28 May 2014 -+
Gatineau 03 July 2014 -+
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Accreditation Partnerships

  • 6 PDU

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.

Course and trainers' evaluations

Objectives

To apply up-to-date customer service standards in order to ensure a better service experience for clients.

Target Audience

All technical support sales and customer service positions.

Prerequisites

None.

Content

  • Best practices in client service: by phone, by email and in person
  • The steps in handling a call
  • The needs of the client: providing practical help and establishing a relationship
  • Words, expressions and behaviour to adopt and to avoid
  • Recognizing and adapting to different personality styles
  • Analyzing needs: how to achieve a good assessment
  • The RE method for handling a difficult situation: recognize and engage
  • How to convey bad news in a factual manner and with tact
  • How to apologize
  • Tactfully ending a conversation
  • Case studies

Customer Testimonials

Evaluations

% overall satisfaction for this course

94%

% Participants who would recommend this course

100%

« Detailed, interesting. I learned so much. Really met my needs. »
Christelle M., Coordonnatrice service à la clientèle, Gastronomia Aliments Fins Inc.
 
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Trainers for this Course

  • Joyce BeaudoinJoyce 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

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Course Catalog


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Partner Associations


  • Chartered Professional Accountants Information Technology Infrastructure Library Ordre des administrateurs agréés du Québec
  • Project Management Institute Quebec Association of IT Freelancers Réseau des ingénieurs du Québec
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Accreditations


  • Project Management Institute Microsoft BDC

Technologia : Know more. Worth more 440 René-Lévesque West Blvd,
5th Floor, Montreal (Quebec) H2Z 1V7