Your customer service makes a big difference

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: $525
  • Preferential price: $450

Course outline

Duration: 1 day

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

LanguagesThese scheduled public sessions are offered in English or in French (FR).


  • 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.


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

Virginie Louis
Virginie Louis
Efficiency Trainer, Facilitator and Spatial Intelligence Consultant
Virginie sees herself first and foremost as a facilitator: she strays from the standard training to provide solutions that are adapted to her clients’ realities and objectives.
Kathleen Sears
Kathleen Sears
Trainer, Coach, Leadership Consultant
Fueled by leadership, decision-making, and a passion for collaboration, Kathleen knows how to get the best out of people to help them achieve their business goals.
Marie-Claude Brodeur
Marie-Claude Brodeur
Trainer and Human Resources Consultant
Marie-Claude’s primary motivation is to have a positive impact on change to overcome business challenges and achieve business objectives.
Ysabel Viau
Trainer, MBA, CQ certified
An artist with an MBA - Ysabel combines creativity and solid business knowledge to innovative training, compelling communications and effective development strategies and compelling communications. She garners over 30 years of experience in marketing and communications as an entrepreneur, GM, CMO, and writer. She has provided strategic development and communications services to local and international businesses in various industries, including technology, design, lifestyle/fashion, publishing and culture.
Be aware of trends, innovations and best practices, every month.
Training center accredited by Emploi-Québec, Accreditation : 0051460
GST : 141582528 – QST : 1019557738
© 2020 AFI
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