Description

In recent years, the service relationship between the administration and its users has considerably improved. Tools such as smartphones, internet and tablets dematerialize procedures and simplify access to documents and administrative formalities. Beyond that, the public expects from public service agents precise information, good orientation, a personalized response, compliance with deadlines, a close relationship and responsiveness in face-to-face and telephone contacts. Whatever your experience and to better experience your role as an agent, this training is a privileged moment to take stock and provide the quality of service expected by users.

Who is this training for ?

For whom ?

Any person from an administration in contact with the public. Agent in reception situation.

Prerequisites

Training objectives

Welcome with professionalism.

Develop a user-oriented mindset.

Strengthen the impact of your communication.

Enhance your actions and gain confidence in a face-to-face situation.

Be more at ease in delicate situations.

Promote the action of public agents and support them in the development of their reception professions.

Facilitate the public's procedures.

Training program

• Make a successful first contact: 20 seconds to make a good impression
  • Organize your workspace. Make yourself available.
  • Get in touch: the first gestures, the first words.
  • Make people wait without making you wait.
• Communicate constructively: gain the user’s trust
  • Be attentive to non-verbal behavior.
  • Practice active listening.
  • Question and rephrase relevantly.
  • Choose the right expressions to adapt to your interlocutor.
  • Practical workshop setting: practice one of the techniques presented
• Propose a solution adapted to the user: convince the user
  • Strengthen your impact with the 4 P rule.
  • Develop relevant arguments.
  • Handle objections gently.
  • Implementation situation Put yourself in the user's shoes
• Manage delicate situations: maintain the relationship with the user
  • Control your emotions and stay calm.
  • Assert yourself with flexibility.
  • Know how to say 'no' to make a refusal acceptable.
  • Simulations in sub-groups and sharing of experiences.
• Taking leave: making the user an ambassador for the establishment
  • Summarize the points of agreement.
  • Leave the user with a good impression.
• After face-to-face, implementation in a work situation
  • Advice and tips every week to implement your action plan.