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 1299 participants who took this course.
  • Duration 1 day
  • Regular fee 495
  • 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

Provides many useful tools, no matter what the area is.

Serge O. / Gérant de service, Le Groupe Gazénergie

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
  • Self-evaluation of your 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
  • Best practices in electronic communications
  • Case studies
  • Building a personal action plan
  • Reference sheet including the key concepts

DATES*

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

    January 12 2017

  • Montreal

    April 18 2017

  • Gatineau

    May 1 2017

  • Quebec City

    May 17 2017

Trainer(s) assigned(s)

Other course(s) in this category