Learnings
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Know and recognize communication styles
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Adapt verbal, written and face-to-face communications
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Identify opportunities for personalization in the customer journey
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Detecting and managing customer emotions
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Revise its communication tools to offer personalized solutions
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Document your interventions to develop the customer relationship
Deliverables
The #CEXP training includes the production of the manager's guide including:
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Reasons for purchases
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Developments of features into advantages and benefits
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relationship issues
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Personalization of the various automated messages
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The memory aid of the Adidas technique
Training and conference.
Our training and conference service allows you to improve your company's customer service and develop the customer experience.
Training on different customer service topics
Customer experience conference
Note that ENIPSO is an accredited organization EMPLOI QUÉBEC.
Train less, train better.
Interactive training.
In our online training, the exchange between the trainer, Julie Tremblay and the participants takes place at any point and at any time. The interactivity between the theoretical content and the activities, offers a succession of small moments which, put end to end, give meaning to the entire 8 or 12 hour training course, encouraging collaboration and reflection.
The formula used allows you to adopt a complete, individual and collective learning process through group and team activities.
Exclusively offered to groups of 3 to 12 people from the same company or organization.
To energize a group and optimize the development of new reflexes, ENIPSO has developed 3 interactive training sessions on a new platform that allows all participants to collaborate directly on easily manipulated, digital tools that can be modified over the course of the training.
To learn, participants need to express themselves, share, challenge and brainstorm.
What is Service Culture?
The service culture documents your service recipe.
It meticulously describes your expectations and allows better communication of your service expectations to your teams.
The objective of this training is to document the service culture by breaking it down into key expected behaviors: observable and measurable to convey simple, clear and mobilizing messages used to communicate expectations in terms of customer experience.
Concretely, the participants will be invited to reflect on the definition of a quality service by analyzing the strengths and weaknesses of the current service by considering the automations and the skills of the teams to agree on the desirable and the achievable to select the winning ingredients of your service recipe, your service DNA.
The service culture training allows you to document your customer service to develop your customer experience.
Training aims
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Understand the importance of having a service promise
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Have a service promise
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Establish the communication strategy by department
Clientele targeted by the training
Any company or organization wishing to improve its customer experience or update its promise and/or service standards.
Who participates?
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Managers
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Supervisors
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Frames
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Board members
training duration
12 p.m. (4 sessions of 3 hours)
Number of participants
Minimum of 3 participants.
Maximum of 12 attendees.
Learnings
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Communicate the service promise
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List service attitudes
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Identify key behaviors associated with service attitudes
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Document communication messages to ensure team buy-in and understanding of service expectations
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Mobilize teams to deliver a memorable customer experience
Deliverables
The #Culture training includes the production of the manager's guide including:
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The promise
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service attitude
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Key behaviors by department
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The observation grids
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The training plan for frontline teams
Why invest In training?
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Better communication
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An open service
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A more targeted training offer
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More competent and motivated employees
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Optimization of practices
What is the customer journey?
The customer journey is the synthetic and chronological representation of the experience lived by customers in a technological, social, and environmental context with your products or your services.
It is the path followed and the actions taken by a customer between the moment he notices a need and the moment he uses the product or service that meets his need.
Ihe objective of this training is to reveal the strategic points and the highlights of the experience, positive and/or negative, in order to more easily identify WOW and innovation opportunities.
Concretely, during the training, the participants will be invited to reflect on the different stages, the moments of truth and will get involved by illustrating each scenario to define the points of contact, the points of impact and determine the nature of the expectations. (quality, duration and service) and imagine ways to exceed consumer expectations.
Customer journey training allows you to map customer interactions to improve the quality of service delivery.
Training aims
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Understand the importance of having a holistic view of the customer journey
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List contact points
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Automate actions and strengthen your organization's results
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Identify customer barriers
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Target the improvements that have the most impact on experience/opportunities for interaction and automation.
Clientele targeted by the training
Any company or organization wishing to improve its customer experience or update its promise and/or service standards.
Who participates?
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Group of employees from the same company
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Board members
training duration
12 p.m. (4 sessions of 3 hours)
Number of participants
Minimum of 3 participants.
Maximum of 12 attendees.
Learnings
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Segment your clientele and establish a persona (typical profile) by segment
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List all consumer process touchpoints
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Identify the expectations of your customers
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Associate the basic behaviors and those "surprising and attractive" to adopt
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Target where and how to measure customer satisfaction
Deliverables
The #PC training includes the production of the manager's guide including:
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personas
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Touchpoints
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The obstacles
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The WOWs
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Illustration of customer journeys
Why invest In training?
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A better understanding of everyone's role
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A harmonized service
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Better orchestrated interactions
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More engaged employees
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Optimization of practices
What is Relational Communication?
Relational communication is the adaptation of communication aimed at creating a personalized exchange with customers and prospects.
It aims to establish a privileged relationship that creates a memorable memory.
The objective of this training is to choreograph the non-verbal and verbal service in order to establish a direct and personalized relationship with the customer and to establish a lasting bond that builds customer loyalty.
Concretely, during the training, the participants will be invited to listen, analyze, challenge themselves, read, on the different carrier messages and will get involved by documenting each moment of customer communication to define the words, the deadlines, the containers and determine the desired proximity according to customer segmentation and imagine a choreography worthy of an encore performance.
Experiential communication training allows you to document customer conversations to develop relationships and create meaningful connections.
Training aims
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Understand the importance of words in exchanges
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Targeting moments of truth
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Choreographing human interactions
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Develop customer speeches
Clientele targeted by the training
Any company or organization wishing to improve its customer relationship.
Who participates?
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Sales Managers
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Advisors
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Receptionists
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office workers
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Floor clerk for sale
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Server
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Members of a board of directors
training duration
8 a.m. (4 sessions of 2 hours)
Number of participants
Minimum of 3 participants.
Maximum of 12 attendees.
Learnings
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Know and recognize communication styles
-
Adapt verbal, written and face-to-face communications
-
Identify opportunities for personalization in the customer journey
-
Detecting and managing customer emotions
-
Revise its communication tools to offer personalized solutions
-
Document your interventions to develop the customer relationship
Deliverables
The #CEXP training includes the production of the manager's guide including:
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customer speeches
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service choreography
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The memory aid of the Adidas technique
Why invest In training?
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Better standardization of communication elements
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A personalized service
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More optimal interactions
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More confident employees
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Optimization of practices
Conference on customer experience.
Julie Tremblay, our president of ENIPSO, puts you on the track.
As part of a dynamic and interactive conference, you may be confronted with a sweet reality.
In a friendly way, Julie presents today's issues for local businesses in terms of customer service for entrepreneurs and managers. She also shares her ideas and launches possible solutions to start or continue your reflection.
Why Customer Experience?
Trendy or essential?
Why choose Julie Tremblay's customer experience conference?
Because the conference educates teams on how and when to make THE difference through small human gestures that touch the heart of the customer and thus transform a satisfying experience into a memorable one.
The customer experience conference is composed of theories signed ENIPSO and videos. The conference is punctuated by a ton of concrete examples - experienced by ENIPSO customers - to raise awareness and develop new reflexes among your teams in order to improve your customer service.
What do customers want?
Service, attention and what else?
And you, owner or manager of a commercial establishment, what do you want?
More sales, more referrals, and what else?
Imagine if there was a world where everything – really everything – was traded on the Internet. What would you miss the most?
Human contact, of course!
Phew! Fortunately, we are not there yet! Yes, some customers now swear by e-commerce. Many other consumers come to your business, call you or chat with you. They want more than the Internet can provide.
Customers want real, human, experience, heart and passion!
They want to discover a secret or an anecdote, learn a new fact that they haven't read on the Internet, explore and discuss new concepts, receive personalized advice according to their own needs, etc.
Many advisers have a perfect command of their subject and can talk to you for a long time about the technical characteristics of the products. But that's not what triggers a commercial crush. Which makes you want to come back and talk about it to our loved ones or in our social networks.
Based on the theory of the smiley man, the conference offers theory and practice aimed at being able to understand the expectations of today's customers, better define the behaviors to adopt, identify the small gestures that make all the difference and perfect your relational skills.
The goal is to equip you to develop your reflexes and those of your teams on the key elements of a relationship focused on people and you, and to inspire you to take customer service actions that come from the heart.
Training aims
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Target paid actions for your service delivery
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Humanize your standards
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Identify the key moments of the customer experience
Clientele targeted by the training
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Staff in contact with the first and second line customer.
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Administrative staff in internal contact.
Conference duration
The conference is of a maximum duration of 1h15.
Number of participants
Minimum of 5 participants
Maximum of 250 attendees
Conference Bonuses
Cheat sheet - smiley man theory
The content is personalized and customizable according to the standards already in place. The content adapts to the realities of your business.
“We leave the conference with our heads full of ideas to provide a customer experience!”
“The speaker's passion on the subject was felt, resulting in a captivating conference experience!"
“Very interesting! Good examples, easy to put into practice."