Focus on customer service for winning business relationships
Topics covered :Customer service
Subcategories covered :Training not specific to work execution
General objective
Improve customer service through customer care
Specific objectives :
- Unlock the simplicity and ease of doing business with your company
- Make the customer feel important at every intervention
- Establish telephone and in-person switchboard(s)
- Show a high level of consideration for the person you are dealing with
- Develop empathy and active listening skills
- Take charge of customers so that they feel confident quickly
- Adopt a responsible attitude at all times when communicating with customers
- Effective follow-up with smooth, easy communication
- How to manage dissatisfied customers to reduce complaints
Contents:Customer Service Training
This customer service training course is designed to transform your approach and optimize every interaction with your customers. Here's what you'll learn:
- Asking the right questions Learn how to interact proactively with your customers to better understand their needs and offer a tailored service.
- Making a good impression Discover the keys to making a positive, memorable first impression.
- Simplifying exchanges Learn how to make interactions with you easy and pleasant for the customer.
- Adding value : Develop skills to offer real added value to each customer and strengthen their loyalty.
- Creating a climate of trust : Master techniques to put your customers at ease right from the start of the interaction.
- Maintaining a responsible attitude : Adopt a professional approach in all circumstances to build trust and respect.
- Using the EVA approach Integrate Expertise, Value and Help in your approach to maximize the impact of your interventions.
- Increase your Customer Sympathy Capital : Learn how to develop genuine, friendly relationships with your customers.
- Adopt a customer language : Personalize your communication to resonate with each customer's specific needs and expectations.
- Providing valuable expertise : Showcase your skills to offer relevant, informed advice.
- Adapt your approach Adjust your service style according to each customer's personality profile for a smoother, more efficient interaction.
- Dare to innovate : Step out of your comfort zone and explore new ways of surprising and satisfying your customers.
- Developing empathy and active listening skills Strengthen your skills to truly understand your customers' needs and meet them with precision.
- Increase your A.Q. (Friendliness Quotient) : Work on your friendliness to deliver an exceptional customer experience.
- Going the extra mile Learn how to create "WOW!" moments by offering unexpected attentions that leave a lasting impression.
- Dealing positively with dissatisfaction Move from "Yes, but..." to "Yes and..." to solve problems constructively.
- Customize your script : Adapt your messages to remain authentic and comfortable, while meeting customer expectations.
Delivery mode: Virtual
Cancellation / Modification
All requests to cancel or modify an activity must be made in writing 10 working days before the event. APECQ retains the full amount of the registration fee if the request to cancel the activity is made 9 working days or less.
In all cases, APECQ agrees to modify the activity at no charge. In addition, it is possible to be replaced by another person, to whom the certificate will be sent.
APECQ reserves the right to cancel any training activity. In such a case, APECQ's sole responsibility will be to reimburse in full the registration fees paid by the participant.