CUSTOMER SERVICE MANAGEMENT
May 23 to 24, 2019
8:30am to 4:30pm
4080, rue Wellington, bureau 300
Montréal (Québec) H4G 1V4
Stay up to date on the most current customer service delivery trends!
Customer service has undergone many transformations over time. The traditional approach of simply managing customer relationships has evolved into providing your organisation’s complete service experience to the client. This service must therefore stand out by being as personalized as possible and by addressing all of the customer’s expectations.
To stay updated on customer service trends, this training session will allow you to become fluent in the new features, attitudes, behaviors and approaches of the modern customer service experience.
Identify the importance of the customer experience
Implement customer service standards
Implement new customer service business practices
Recognise the attitudes of the ideal customer service provider
Develop an effective relationship with clients
1. FROM CUSTOMER SERVICE TO CUSTOMER EXPERIENCE
Explain the concept and importance of customer service
Define the customer experience
Identify current trends in customer service
Integrate new trends in your service offering
2. CUSTOMER EXPERIENCE MANAGEMENT
Summarise the concept of the customer journey
Explain and recognise service standards
Illustrate a customer journey and create service standards
Identify the key differences between telephone, email and in-person conversations
Recognise the importance of branding
Create measurement indicators
3. ATTITUDES OF SERVICE PROVIDERS
Recognise the importance of first impressions
Apply the important elements of first impressions
Identify the behaviors and attitudes of an ideal service provider
List the key skills of an ideal service provider
4. EFFECTIVE CUSTOMER RELATIONSHIP MANAGEMENT
Become familiar with the TRIMA model
Identify client personality types and communicate effectively with them
Maintain productive relationships with clients
Listen to customers
Solve problems with customers
Evaluate and create development plans
WHO SHOULD ATTEND?
All providers and managers dedicated to customer service.
To maximize training efficiency, the number of participants is limited to 12 per group.
About the Trainers
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Taxes en sus.
Cette conférence est reconnue en vertu de la loi du 1%".