CH182

Customer Service: Best Practices for Communicating by Phone, by Email and in Person

Modern-day standards of communication.

91%

overall satisfaction for this course

?Average calculated from scores obtained from 1807 participants who took this course.
  • Duration 1 day
  • Regular fee 510
  • Preferential fee 460?
  • Locations
    • Montreal
    • Quebec City
    • Gatineau

Accreditation and partners association

  • Project Management Institute 6 PDU
SUMMARY
DETAILS

Objectives

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

Targeted audience

All technical support sales and customer service positions.

Prerequisite

None.

Customer Testimonials

No matter how much experience you have, you always have something to learn. Dynamic trainer who makes the content interesting and enables people to practice.

Rémi-Jean V. / Analyste, CAE inc.

Content

  • Best practices in customer service: on the phone, by email and in person
  • Features of a satisfying and memorable service experience
  • The first impression
  • Internal vs. external clients
  • The stages of the calling process: ethics and ease over the telephone
  • Assessing your own strengths and opportunities for improvement in customer service
  • Active listening: self-evaluation, definition and obstacles to effective listening
  • Words, expressions and behaviours to adopt and to avoid
  • Recognizing and adapting to different personality styles
  • Analyzing needs: how to ensure proper assessment
  • Using empathy to disarm negative emotions
  • How to apologize
  • How to tactfully interrupt
  • 25 best practices in electronic communications
  • Case studies
  • Building a personal action plan
  • Reference sheet including key concepts

DATES*

*Unless stated otherwise, all sessions are in French.
  • Montreal

    October 9 2018 - CONFIRMED

  • Quebec City

    November 5 2018 - CONFIRMED

  • Gatineau

    November 19 2018

  • Montreal

    November 26 2018

  • Montreal

    March 15 2019

  • Quebec City

    March 18 2019

  • Montreal

    June 3 2019

Trainer(s) assigned(s)