Description
'The customer at the heart of the company' is the maxim of companies that have integrated the new directions that lead to success. All employees must know how to communicate with their internal or external customers. When communication techniques are mastered, experience remains the missing link in customer satisfaction. Resolutely active, this training in customer relations practices is based on video and telephone scenarios allowing realistic training on specific cases. Objective: become an expert in all customer relationship situations.
Who is this training for ?
For whom ?Any employee having face-to-face and telephone contact with internal and external customers.
Prerequisites
This program, based on participant training, is open to participants who have already completed training in the fundamentals of communication. The preliminary questionnaire sent to participants allows these fundamentals to be reviewed.
Training objectives
Training program
- Make a difference in simple situations
- The importance of voice and choice of words.
- Introduce yourself.
- Direct towards the right interlocutor.
- Implementation situation Posture workouts.
- Provide good advice in commercial situations
- Detect the needs and motivations of the customer.
- Provide the solution to the customer by giving the choice.
- The formulas to favor, the words and expressions to avoid .
- Be yourself while representing the company.
- Scenario Exercise to discover effective practices.
- Defuse tense situations
- Scenario Individual micro-situations filmed.
- Breaking bad news.
- Negotiating a deadline.
- Acting to lead towards solution.
- Manage disputes well to retain customer loyalty
- Detect and carefully analyze the source of dissatisfaction.
- Listen carefully to better handle the dispute.
- Propose satisfactory solutions for the customer and for the company.
- Scenario: Self-diagnosis of behavior. Training on participants' cases.
- Bring together internal customers
- Measure the issue of the relationship.
- Formulate a request, explain the issue.
- Thank you and preserve the relationship.
- Scenario Exercise: the missing link.
