Customer Service Training

Understand the challenges of customer relationship management, identify the key players, their roles, and the common practices to adopt the right approach.

• Identify the different communication channels used in daily activities.

• Be aware of relevant regulatory standards (GDPR) to ensure proper usage.

• Key industry statistics.

• Customer profiles.

• Verbal and non-verbal communication.

• Specific vocabulary – internal and external contact channels.

• Contact management priorities.

• Fundamentals of GDPR regulations.

• Best practices within the legal framework.

Go through all the steps of remote customer relationship management, taking into account the associated specificities.

Support, assist, and advise a customer in their choices using call scripts to effectively respond to their requests.

• The 10 steps of a sales or advisory conversation.

• Advisory and persuasion techniques.

• Definition and creation of a call script.

• Decision-support tools.

Acquire the knowledge necessary to make agents effective in their internal and external written communication.

• Identify and apply the basic writing rules for chats and emails.

• Understand the customer’s request to respond more accurately.

• Structure email responses effectively.

• Adapt written communication to the recipient.