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Friday, April 23, 2010  [+]

HANDLING CUSTOMER COMPLAINTS SUCCESSFULLY

Manage your customer's dissatisfactions

The activity will be held in French.
Andrée Ulrich

ANDRÉE ULRICH

Author, Lecturer and Consultant
  More information

 

WHY YOU SHOULD ATTEND?

With this training session, you will learn the fundamental principles of how to properly manage complaints:

  • Learn how to accept your customers' dissatisfactions in a positive way;
  • Choose the best people to answer your customers' complaints;
  • Establish and implement quality standards that help you improve your employees' performance and responsibility;
  • Establish effective follow-up methods for managing customer complaints.

WHO SHOULD ATTEND?
This workshop is intended for participants who are not experts in this field, but who wish to improve their approach when dealing with customer complaints.

DATE AND LOCATION

Friday, April 23, 2010
from 8:30 a.m. to noon

InterContinental Hotel
360, St-Antoine St. West
Montréal, Qc
H2Y 3X4
Tous azimuts Square-Victoria
Neighbourhood map Neighbourhood map

 COST

Members: $145 *
Non-members: $195 *

* Taxes not included. No registrations, cancellations or refunds 2 business days preceding the activity.

 

 

For more information
Line Leblond
Project manager, Training
514 871-4002, ext. 6214
lleblond@ccmm.qc.ca
REGISTRATION
Registration On lineOn line
registration by faxBy fax
In collaboration with:


Fuller Landau
 

ANDRÉE ULRICH
  • Author of the book Comment gérer les plaintes de ma clientele (“How to manage my customers' complaints”);
  • More than 25 years' experience in customer service;
  • Ten years' teaching experience in the hotel and tourism industry;
  • Thirteen years' consulting experience.