Customer Experience Management

Learn how to engage your employees on best practices in customer experience with this training.

Private session

This training is available in a private or personalized format. It can be provided in one of our training centres or at your offices. Call one of our consultants of submit a request online.

Call now at 1 877 624.2344

Duration: 2 days
Regular price: On request

Course outline

Duration : 2 days Create a memorable customer experience by learning to define moments of truth; by aligning, inspiring, and managing your team; and by using proven coaching, communication, and customer service techniques and tools.
Languages	These scheduled public sessions are offered in English or in French (FR).
Public concerné	Customer Service team manager
Objectifs	Identify the key moments to train your employees on the best practices in customer service. Adjust your approach according to the employee and customer. Master the tools that will develop your team’s customer service to create a memorable customer experience. Train your team to meet needs and manage the customer relationship. Give real feedback.
Contenu	The manager’s role in the customer experience Using your team to meet your customer’s expectations. Recognizing moments of truth. Creating and conveying your view of the desired customer experience. Coaching your team. Using the FESS technique to provide feedback and follow up: the key to success. Intervene with practical tools The sequence of a service relationship. Coaching in four easy steps using the GROW model. Using active listening to connect with your customer or employee. Listening techniques. Using the power of words to convey a positive message. 10 tips for effective communication. Conveying your vision. Adjusting to your customers’ communication styles. Dealing with emotions with ART. Professional approach Making a good first impression. Telephone tips. Voice mail tips. Email tips.

Surround yourself with the best

Maria Mikulowicz

Trainer

As a trainer, coach and senior advisor for more than 25 years, Maria has a solid experience, both in terms of implementation and dissemination of training programs, as well as a coach in training and organizational development. As a bilingual trainer at AFI Expertise, she has trained several thousand people, mainly in the fields of management skills, leadership, communication and customer services. Maria has led mandates at both tactical and strategic levels: management teams, operations and frontline personnel.

Kathleen Sears

Trainer, Coach, Leadership Consultant

A trainer, coach, and senior consultant for over 20 years, Kathleen Sears has solid experience in the implementation and delivery of training programs and as a training and organizational development coach. As a bilingual trainer at AFI Expertise, she has trained several thousand people primarily in management skills development, leadership, communication, and customer service.

Manon Blondin

Trainer

Passionate and dynamic, Manon Blondin works as a consultant in the field of management and change through coaching, training, conferences, strategic consulting and communication. She is a member of the Order of Chartered Human Resources Advisors (CRHA) and the International Federation of COaches of Quebec (ICF), where she obtained her PCC certification.

Marie-Claude Brodeur

Trainer and Human Resources Consultant

After 25 years in human resources at manufacturing companies large and small, Marie-Claude Brodeur now shares her expertise in the various aspects of human resources management. Her experience has allowed her to gain knowledge about evaluating the function of HR, revising HR processes, managing working relationships, skills development, and the full range of HR responsibilities. Marie-Claude Brodeur holds an MBA degree in innovation and strategy.