Developing a trustworthy clientele is crucial for your business because it contributes to its sustainability. Being able to retain and grow them is just as important.
If you want to keep your customers loyal and maintain a bond of trust with your company in all circumstances, the role of customer service (CS) is essential. The CS is your showcase. That's why it's essential that the members of the CS are able to guide the customer and respond to his or her requests.
This implies that they master the tools and techniques to offer the best service.
From the reception to the after-sales follow-up, knowing how to accompany a customer is a matter of specific relational skills and a positive attitude that your employees will be able to acquire or refine through this training.
Duration
1 day
Schedule
9h to 16h
Regular fee
$540
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.
$485
Objectives of the training
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
Course architecture
- How to build a quality customer experience.
We will look at the best practices in customer service on the phone, by email and in person to help employees involved in customer relations to give their best. A (very) good customer experience is a lever to transform a customer into an ambassador of your brand.
Maximize efficiency by communicating quickly and well, clearly and concisely.
- The importance of the customer experience
Although there is more and more automation, having a human contact remains very appreciated by consumers. Especially since their situation can be complex. Having a contact person who listens, who is able to favor a customer-centric approach, guarantees both their satisfaction and their attachment to your company.
When purchasing a service or a good, a person wants to feel that the supplier takes care of him and his request. Especially since the relationship does not end with the purchase.
Within the VS, listening, respect and empathy go hand in hand with an optimal knowledge of the product we represent.
The customer's experience with your VS depends not only on their satisfaction, but also on their enthusiasm to report back, to talk to others or to repeat the experience. And vice versa: a bad experience with customer service can negatively influence your business development.
When purchasing a service or a good, a person wants to feel that the supplier takes care of him and his request. Especially since the relationship does not end with the purchase.
Within the VS, listening, respect and empathy go hand in hand with an optimal knowledge of the product we represent.
The customer's experience with your VS depends not only on their satisfaction, but also on their enthusiasm to report back, to talk to others or to repeat the experience. And vice versa: a bad experience with customer service can negatively influence your business development.
- How to improve the customer experience
Participants will discuss a few key factors, which are sometimes overlooked, but which can contribute to making easy gains in the customer's mind.
- Being well prepared, from the first contact, or how to create a welcoming atmosphere and make a good first impression.
Adopting the right attitude: a set of elements not to be neglected to reassure the potential client: positive attitude, tone of voice, choice of words, active listening, mental posture, enthusiasm... whether in presence or at a distance, they remain perceptible and influence the degree of client confidence. We will see the points to work on (behavior, language) and how to improve your approach.
- Integrate all the specific steps in the calling process: ethics and ease on the phone.
Reassure, welcome, arouse trust, show respect, even from a distance, to develop a good relationship throughout the call.
- The WOW effect, behind the expression, concrete criteria to integrate.
- Equal treatment of internal and external customers. Do not confuse the difference in the service offer with the difference in treatment.
- Being well prepared, from the first contact, or how to create a welcoming atmosphere and make a good first impression.
Adopting the right attitude: a set of elements not to be neglected to reassure the potential client: positive attitude, tone of voice, choice of words, active listening, mental posture, enthusiasm... whether in presence or at a distance, they remain perceptible and influence the degree of client confidence. We will see the points to work on (behavior, language) and how to improve your approach.
- Integrate all the specific steps in the calling process: ethics and ease on the phone.
Reassure, welcome, arouse trust, show respect, even from a distance, to develop a good relationship throughout the call.
- The WOW effect, behind the expression, concrete criteria to integrate.
- Equal treatment of internal and external customers. Do not confuse the difference in the service offer with the difference in treatment.
- Knowing oneself well to be more efficient
Knowing oneself objectively to take advantage of one's strengths and weaknesses.
- Self-assessment of strengths and opportunities for improvement in terms of service
For the same product/service, different presentation depending on the nature of the consultant.
Knowing oneself in order to adjust and avoid being overwhelmed by one's "weaknesses".
- Words, expressions and behaviors to adopt and those to avoid
Optimize your chances of keeping the client's trust and good mood by avoiding the traps.
- Self-assessment of strengths and opportunities for improvement in terms of service
For the same product/service, different presentation depending on the nature of the consultant.
Knowing oneself in order to adjust and avoid being overwhelmed by one's "weaknesses".
- Words, expressions and behaviors to adopt and those to avoid
Optimize your chances of keeping the client's trust and good mood by avoiding the traps.
- How to decipher the client's personality in order to better respond
All customers are not identical, neither in their needs nor in their behavior. However, you must be able to manage them as soon as they come into contact with the VS. We will see how to identify the type of client in order to respond effectively.
- Recognizing and adapting to different client styles
- Needs analysis: make an excellent diagnosis to ensure the best treatment. Identify the questions to ask, when to ask them and for what purpose.
- Active listening: mastering the method and avoiding the pitfalls.
Self-assessment, definition and barriers to listening vs. facilitating factors (empathy, benevolence, respect)
- Empathy to defuse negative emotions or how to put yourself in the client's shoes
- Recognizing and adapting to different client styles
- Needs analysis: make an excellent diagnosis to ensure the best treatment. Identify the questions to ask, when to ask them and for what purpose.
- Active listening: mastering the method and avoiding the pitfalls.
Self-assessment, definition and barriers to listening vs. facilitating factors (empathy, benevolence, respect)
- Empathy to defuse negative emotions or how to put yourself in the client's shoes
- How to handle difficult situations
If everything was fine all the time there would be no need for VS. The reality is that customers will (often) contact the VS because they have a problem. This should not be an issue for representatives.
- How to deal with an unhappy customer. Possible causes of customer dissatisfaction: misunderstanding, delay in response, an error, a change in rate or product...
Even in a more complicated situation, the role of the VS is to aim for customer satisfaction.
- Apologizing
The limits of what one must assume. Honesty and dignity always in the background.
- Courtesy bridge: the art of tactfully cutting off speech.
- Approach the solution mode (focus on the solution rather than the problem).
- Rising to the challenge of closing the meeting on a positive note.
- How to deal with an unhappy customer. Possible causes of customer dissatisfaction: misunderstanding, delay in response, an error, a change in rate or product...
Even in a more complicated situation, the role of the VS is to aim for customer satisfaction.
- Apologizing
The limits of what one must assume. Honesty and dignity always in the background.
- Courtesy bridge: the art of tactfully cutting off speech.
- Approach the solution mode (focus on the solution rather than the problem).
- Rising to the challenge of closing the meeting on a positive note.
- Ease and Pitfalls of Electronic Communication
- Current best practices for electronic communication.
Know the standards of customer service in the face of changing communication.
Know the standards of customer service in the face of changing communication.
Exercises
- Case studies
- Development of an individual action plan
- Checklist tool including key concepts
- Development of an individual action plan
- Checklist tool including key concepts
If you have any questions about registration, cancellation, schedules, language of instruction, etc. you will find answers in our FAQ.
Pedagogical details
Training architecture
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
$540
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.
$485
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