Create a Valuable Client Service Experience

Improve the quality of your interventions with your organization's customers through this training. Learn the proper techniques.

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Guaranteed to run
  • Duration: 1 day
  • Regular price: $485
  • Preferential price: $415

Course outline

Duration: 1 day

Create a distinctive customer experience through effective communications and sound expectation management.

Prerequisites

None

Audience

For all

Objectives

  • Developing your customer service reflex in order to create a distinctive experience.
  • Meeting the 8 basic customer expectations.
  • Improving your customer relations through communications.
  • Adopting a professional approach that makes all the difference.
  • Adjusting your approach to different types of customers.
Teaching method

Lectures, demonstrations, guided exercises, case study

Contents

Customer experience basics
  • The key points of customer experience
  • Meeting 8 customer expectations
  • Guiding the customer by following the 4 steps of a successful service relationship sequence
  • Creating a customer connection through active listening

Essential skills
  • Using listening techniques
  • Adjusting to my customer’s communication styles
  • Using the power of words to communicate positively
  • 10 communication tips
  • How to communicate bad news in a positive way
  • The ART technique for managing emotion in the heat of the moment
Professional approach
  • Professional image in reception
  • Advice for handling telephone queries
  • Advice on how best to use voice mail
  • Advice on ensuring quality email communications

Surround yourself with the best

Marc Maisonneuve
Marc Maisonneuve
Training program director
Marc Maisonneuve has acted as a Training Program Director, professional effectiveness trainer and user tools practice leader at AFI for several years. Mr. Maisonneuve is known for his analytical skills, his legendary calm and his undeniable desire to encourage people to develop their skills. He has the ability to present technological solutions in a natural way and to adapt them to the concrete needs of the workplace.
Florence Jacob
Florence Jacob
Trainer
As a holder of a double bachelor's and master's degree in management from HEC Montréal, Florence has accumulated nearly 10 years of experience as a consultant and specialist in organizational development. Her career in parapublic, public and private organizations has allowed her to perfect her expertise in coaching and leader development. Promoting knowledge sharing and managerial skills transferring is at the heart of her approaches as a consultant. Florence is known as a committed partner. Her support type is dynamic, structured and oriented towards an opened and transparent communication.
Zaida Bibiana Mangones Matos
Zaida Bibiana Mangones Matos
Trainer
Zaida is a dynamic and highly qualified trilingual trainer, facilitator and coach that is considered as catalyst for individual and collective transformational processes. Not only is she graduated as a certified coach from the Edgenda/Mozaik Coaching School, but she also holds a major in career development (UQAM), a 2nd cycle university degree in epidemiology and an undergraduate medical doctorate from outside of Quebec. She is known for positive energy, her systemic vision, the quality of her presence and her ability to create bonds of trust.
Kathleen Sears
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
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.
Janet Lough
Janet Lough
Trainer
Janet Lough is a skilled, dynamic, authentic trainer, facilitator, and bilingual coach. She has over 25 years of knowledge and experience in management, training, communication, operations, strategy, and leadership in the non-profit sector and in entrepreneurship. This enables her to better understand her client’s business reality.