Prerequisites	None
Audience	For all
Objectives	Transform communications with your customers into pleasant memories for them and for you. Deal with tough situations in a way that makes everyone happy. Defuse killer comments with words that restore hope. Specify concrete ways to improve your customer relationships. Counter escalating feelings that follow rejection.
Teaching method	Lectures, demonstrations, guided exercises, case study
Contents	The service relationship The three aspects of a customer relationship. The cycle and stages of a customer relationship. The limitations of customer service. The dissatisfied customer When unmet needs cause pressure to build. The stages of escalating feelings. Obtaining the customer’s help. Response techniques Saying no and maintaining the customer relationship. Regaining control of a customer relationship. Responding to killer comments.

Surround yourself with the best

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

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.

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.

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.

Michel Drolet

Executive VP and Strategic Management Advisor

Backed by solid experience in industry, Michel is what you would call a high-level strategic consultant.

Vanessa Deschênes

Trainer

As a trainer, facilitator and coach, Vanessa is known to be an actor of change, as well as a caring and mobilizing leader who is not afraid to think outside the box. She has more than 15 years of experience in consulting and management roles and has held major positions. Vanessa is recognized for her ability to popularize complex subjects and to make everything practical, which makes her an excellent communicator.

Human

Digital Tools

Technology

Data Science

Organizational Strategy

Project Management

Change region

Managing Complaints and Challenging Situations in Customer Service

Upcoming sessions

Course outline

Surround yourself with the best