Excelling in customer service for the staff of the health and social services network
Quality customer service constitutes one of the main ingredients of success of an organization. As well, excellent customer service contributes to a positive work environment that can improve morale of employees. Here is an opportunity to discover key actions to improve customer relationships and resolve difficult situations. Customer service is an art that combines skill and competence. We propose a course content that will allow you to develop tips and tools to improve your interpersonal skills for healthy relationships with internal as well as external clients.

> To astonish your clients and develop their loyalty
> To better understand different personality types
> To learn the 8 main expectations of customers
> To formulate suitable responses in difficult situation

Everyone who deals with customers

Recognized by the Faculty of Continuing
Education at the University of Montreal
The educational quality of this syllabus has been approved by the Chair of Continuing Education of the Faculty of Continuing Education at the University of Montreal 0.7 UFC

  • Understanding the various types of personalities
  • Identifying your mode of interaction according to your personality type
  • Knowing the 8 main expectations of clients and increasing their level of satisfaction
  • Developing your interpersonal skills
  • Learning to communicate better
  • Interacting resourcefully in difficult situations
  • Handling difficult clients professionally
  • Defusing complaints
  • Improving your level of wellbeing at work
  • Increasing the level of satisfaction of your customers
  • Drawing up your plan of action

  • Characteristics of excellent customer service and its impact on quality
  • Is the customer always right?
  • How to get out of a bad situation with the customer?
  • The customer-oriented approach
  • Personality types, their needs and specific interests
  • Self-test: finding out your personality type
  • 8 important customer expectations to keep in mind
  • Action plan to address customer needs
  • Three poles of a successful communication
  • Active listening
  • Positive communication
  • Nonverbal language
  • Main rules of customer relationships
  • Etiquette and courtesy for greeting on the phone and by email
  • Intervention techniques on how to react in difficult situations
  • Customer grievances: how to neutralise them and handle them
  • Infusing quality in each point of contact between client and enterprise
  • Developing client ``probes``
  • Personal action plan

  • Interactive presentation
  • Self-evaluation tools
  • Practical exercises
  • Plan of action

    • Detailed reference guide


    Isabelle Gagné

    Sophie F. Marcil

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