BJ61 IDENTIFY AND APPLY EFFECTIVE TECHNIQUES OF CUSTOMER SERVICE

  1. Description of the Evaluation
  2. Competency Elements
  3. Seminar

A. Description of the Evaluation

Preparation guide for the evaluation – Immigrants.
Preparation guide for the evaluation – Individuals.

B. Competency Elements

1. Understand the role and importance of customer service
  • Provide a clear and complete definition of customer service.
  • Explain the importance of customer service.
  • Explain the importance and role of internal customer.

Study Material

  • Lisez un texte sur l’importance des clients internes.
  • Lisez ce chapitre fort intéressant intitulé “Introduction au service à la clientèle et à l’approche client”.
  • Lisez ce court texte sur le service à la clientèle.
2. Put into practice the client driven approach:
  1. Actively listen to the client.
  2. Build rapport and relationship with the client.
  3. Adequately represent the company and the company’s procedures.
  4. Follow company procedures.
  • Adequate greeting of the client.
  • Adequate presentation (dress code, etc.).
  • Good verbal communication.
  • Good non-verbal communication.
  • Actively listens to the client.
  • Builds rapport and relationship with the client by establishing trust.
  • Adequately represents the company and the company’s procedures.
  • Follows company procedures.
  • Act according to the company’s mission statement.

Study Material

  • Lisez ce chapitre fort intéressant intitulé “Introduction au service à la clientèle et à l’approche client”.
3. Know how to act when faced with non-documented procedures.
  • Problem solve when faced with non-documented procedures.

Study Material

  • See the PowerPoint presentation.
4. Effectively negotiate with clients to avoid and resolve conflict.
  • Able to recognize a conflict in its early stages.
  • Know how to avoid conflicts.
  • Negotiate effectively to resolve conflict.

Study Material

  • Lisez ce texte intitulé “Comment faire avec ses clients difficiles tout en gardant le sourire”.