The existence and growth of any organization are closely linked to its ability to offer products and services that meet customer expectations. Companies that stand out from the competition over the long term are those that maintain excellent customer relationships. This notably involves developing interpersonal skills in addition to technical competencies.

Customer orientation (both internal and external) is not solely the responsibility of managers; it must be an ongoing commitment shared by all employees within the organization.

During this training on customer relationship management and service quality, participants will take part in icebreaker activities, presentations, role-playing scenarios, experience-sharing sessions, a post-training action plan workshop, and practical exercises.

Below is an indicative outline of the training program (it may be adjusted based on participants’ needs if modification requests are made prior to the training):

Registration Details

Course details

Introduction to Customer Relationship Management Training

Managing Customer Needs

Identifying customer needs
Addressing and managing customer needs

Customer Reception Techniques (Telephone and In-Person)

Quality of Interactions Among Colleagues

Behavioral skills in the workplace
- Communication
- Empathy
- Kindness
- Autonomy

The Concept of Service Quality

The different levels of quality
The dimensions of quality

Service Quality and Customer Satisfaction (the Concept of Satisfaction)

Managing Service Quality (Service Quality Standards, etc.)

Measuring and Evaluating Service Quality

Customer satisfaction surveys
Employee surveys and studies

Practical Workshop on Customer Relationship Management and Service Quality

Preventing Aggressive Situations in Customer Service

Recognizing signs of aggression or threats
Understanding causes related to customer stress
Using calm and professional language
Managing physical distance and posture
Applying internal safety guidelines
Practicing through case studies and role-playing

Conclusion of the Training: Customer Relationship Management and Service Quality

Other course(s) in this category

→ Training: Managing Internal and External Customer Complaints

→ Training: Customer Relationship Management and Service Quality

→ Training: Customer Portfolio Management

Benefits:

A course material for each participant.
Coaching available after the training.
We offer you in public session:
- Tea, coffee
- Dinner at a nearby restaurant
- Wireless internet connection

Prerequisites:

Objectives:

- 12/01/2026
- 23/02/2026
- 07/04/2026
- 19/05/2026

Pricing

Preferential rate

416

$ / participant

Public orgs, NPOs

Public price

490 $ / participant

Practical information

Duration: 1 day(s)
Schedule: 9:00 a.m. to 4:30 p.m. (2 coffee breaks + 1-hour lunch)
Format: - Online (live virtual classroom)
- Or in person, depending on availability

📄 Download course outline (PDF)

Registration details

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Mark Plouffe, Government of Canada

« Je tiens à vous remercier tous les deux d’avoir offert à mes ressources une excellente formation COBOL au cours des trois derniers jours. Mamadou, merci d’avoir été si accommodant malgré le court préavis et d’avoir envoyé votre formateur à Gatineau pour ce cours personnalisé. Nous avons hâte de poursuivre notre collaboration pour de futurs besoins de formation. »
(Traduit de l’anglais)

“I want to thank you both for providing my resources with excellent COBOL training over the past 3 days. Mamadou, thank you for being so accommodating on such short notice and for sending your facilitator to Gatineau for this customized and personalized training course. We look forward to continuing our partnership for future training needs.”

René-Claude Bouchard | Chargé de projets | STM

« Mamadou est venu nous aider à réorganiser notre panneau d’arrêt via un outil de rapport, Crystal Reports. Mamadou a réussi avec succès le travail de précision, au pixel près, puisque nous voulions un rapport similaire au design graphique original. Il nous a aidés à découper le projet par cycle et à intégrer le rapport à notre logiciel corporatif. La qualité que nous avons appréciée était le souci du détail et la constance. Mamadou a été très professionnel et connaît plusieurs autres technologies. Merci. »

“Mamadou helped us reorganize our stop panel using a reporting tool, Crystal Reports. He successfully delivered precise, pixel-perfect work, as we needed a report that matched the original graphic design. He helped us break the project down into cycles and integrate the report into our corporate software. What we appreciated most was his attention to detail and consistency. Mamadou was very professional and is knowledgeable in many other technologies. Thank you.”
(Translated from French)

Martin Côté – Analyste Assurance Qualité – Travailleur autonome – Montréal

« Ce fut un plaisir de faire affaires avec Doussou Formation. Ce qui fait LA différence est le service personnalisé totalement à l'écoute des participants ainsi que l'adaptation aux besoins de formation. Flexibilité / Adaptabilité / Professionnalisme / Courtoisie. Merci ! »

“It was a pleasure doing business with Doussou Formation. What truly makes THE difference is the personalized service, fully attentive to participants, as well as the ability to adapt the training to their needs. Flexibility / Adaptability / Professionalism / Courtesy. Thank you!”
(Translated from French)