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
Jean-Claude Silva
Trainer
Trainer, coach and senior advisor for more than 15 years, Jean-Claude Silva has a solid experience as a trainer and coach in training and organizational development. As an approved trainer and certified professional coach, he guides, among other things, high-level managers in their decision-making. Jean-Claude is a competent and effective communicator, able to get in touch with people of all levels and help them achieve their goals.
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.
