STAFF – AFTER-SALES SERVICE
GIVE SATISFACTION,
LEAVE A GOOD IMPRESSION
AND SURVIVE ANGRY CUSTOMERS
Client Experience Training
The big buzz word theses days is Customer Experience. Customer service goes further than client experience. It is a set of practices and standards that must differentiate your business and transform customer service opportunities into business development. Beyond a pleasant experience, your staff must solve client issues and defuse emotional situations. This training is anchored in the reality of your business processes and logistical constraints.
Contact Us!
514.571.5623
info@groupeeffica.com
And improve your business results in a sustainable way.
CONTENTS
Module 1
Your mission: to create the perception of satisfaction
The S.E.T.T.L.E.
The four degrees of dissatisfaction
When emotions overcome reason
The moment of truth
Module 2
Listen first
Secure/reassure it’s the customer’s first need
Explore: sort out facts from emotions
Module 3
Controlling the conversation
Tackle expectations: under promise – over deliver
Test the client’s reaction: lower the temperature
Module 4
Go from problems to solutions
Lead: the client is part of the solution
Engage the follow up process