CUSTOMER SERVICE MANAGEMENT

Formation française

May 23 to 24, 2019

8:30am to 4:30pm

Édifice Steel

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.

OBJECTIVES

  1. Identify the importance of the customer experience

  2. Implement customer service standards

  3. Implement new customer service business practices

  4. Recognise the attitudes of the ideal customer service provider

  5. Develop an effective relationship with clients

CONTENT

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

Louis Fortin

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Michel Di-Lillo

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Jonathan Sullivan

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Anida Duda

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Private

Public

1-800-

Need more information?

Price

950$

Location

Montréal (Québec)

Taxes en sus.

Cette conférence est reconnue en vertu de la loi du 1%". 

Dates

May 23-24, 2019

8:30am to 4:30pm

1-877-688-0101

Édifice Steel
4080, rue Wellington, bureau 300
Montréal (Québec) H4G 1V4

514 284-2622

Toll Free

1-877-688-0101

514 284-2625

©2019 by Actualisation IDH Inc.