CUSTOMER SERVICE THROUGH PARTNERSHIPS

Formation française

October 24 to 25, 2019

8:30am to 4:30pm

Édifice Steel

4080, rue Wellington, bureau 300

Montréal (Québec) H4G 1V4

Go beyond the traditional customer service relationship

In many areas, customer service representatives play a crucial role in customers' perception of the organisation. Customer service does not just stop at the quality of service provided to customers, but must also involve understanding the dynamics of a customer relationship. This training program provides you with the tools to create long-term relationships with your customers by understanding them, satisfying their needs, and managing roadblocks.

OBJECTIVES

  1. Develop mutually satisfying relationships with customers

  2. Treat customer needs with empathy and efficiency

  3. Communicate your needs effectively

  4. Showcase your services to customers

  5. Transform issues into opportunities for satisfaction

  6. Find mutually satisfactory solutions to customer problems

CONTENT

1. IDENTIFY THE KEYS TO CUSTOMER SATISFACTION

  • Identify the factors of customer satisfaction

  • Choose the communication method appropriate to the situation

  • Distinguish the customer's problems and the employee’s problems

2. LISTEN TO CUSTOMERS AND UNDERSTAND THEIR NEEDS

  • Recognise the customer's point of view

  • Avoid answers that block communication

  • Identify customer needs

  • Explain the importance and power of active listening

3. ASSERT YOURSELF WITH CUSTOMERS

  • Assert yourself in a constructive way

  • Communicate your needs to prevent conflict

  • Say no to unacceptable requests without compromising customer relationships

  • Defuse the emotional reaction of the client in order to foster collaboration

  • Experiment with different options according to the situation

  • Explain benefits that strengthen customer loyalty

4. SOLVE PROBLEMS WITH CUSTOMERS WITH WIN-WIN SOLUTIONS

  • Show customers that their interests are important to you

  • Use your leeway to satisfy customers

  • Apply the “win-win” method

  • Find a mutually satisfactory solution

5. IMPROVE PERFORMANCE

  • Establish and achieve objectives: personal development and action plan

WHO SHOULD ATTEND?

Anyone who has relationships with customers.

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-

Price

Location

Montréal (Québec)

Taxes en sus.

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

950$

Dates

October 24 to 25, 2019

8:30am to 4:30pm

1-877-688-0101

Need more information?

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.