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 500
  • Preferential fee 425?
  • Locations
    • Montreal
    • Gatineau
    • Quebec City

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

Very practical communications tools.

José-Gregorio M. / Analyste exploitation informatique, Hydro-Québec

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 10 2017

  • Gatineau

    November 6 2017

  • Quebec City

    November 13 2017

  • Montreal

    November 27 2017

  • Gatineau

    February 7 2018

  • Montreal

    February 19 2018

  • Quebec City

    March 12 2018

  • Montreal

    May 16 2018

Trainer(s) assigned(s)

Other course(s) in this category