Duration
1 day
Schedule
9h to 16h
Regular fee
$510
Preferential fee
A preferential rate is offered to public institutions, to members of certain professional organizations as well as to companies that do a certain amount of business with Technologia. To know more, please read the "Registration and rates" section on our FAQ page. Please note that preferential rates are not available for online training courses. Discounts cannot be combined with other offers.
$460
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.Trainers
Training detail
- Best practices in customer service: on the phone, by email and in person
- The importance of the customer experience
- Features of 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
- Techniques for keeping customers loyal
- 25 best practices in electronic communications
- Case studies
- Building a personal action plan
- Reference sheet including key concepts
Private or personalized training
If you have more than 8 people to sign up for a particular course, it can be delivered as a private session right at your offices. Contact us for more details.
Request a quoteDuration
1 day
Schedule
9h to 16h
Regular fee
$510
Preferential fee
A preferential rate is offered to public institutions, to members of certain professional organizations as well as to companies that do a certain amount of business with Technologia. To know more, please read the "Registration and rates" section on our FAQ page. Please note that preferential rates are not available for online training courses. Discounts cannot be combined with other offers.
$460
Private or personalized training
If you have more than 8 people to sign up for a particular course, it can be delivered as a private session right at your offices. Contact us for more details.
Request a quote