Description

This certification training is eligible for the CPF because it is backed by Partial Certification 3: Developing effective communication with your team, within the overall certification: Local management - Partial FFP certification. CPF code: 236331. As part of funding for training by the CPF (see "Funding" tab), taking the remote certification exam is required (without passing the condition). The exam is accessible upon completion of the in-person session. This training emphasizes the effectiveness of the local manager in his relationships and communication with his team and with his hierarchy. Thanks to the tools and numerous training sessions offered, it provides operational support for the manager in a training situation which promotes ownership. It allows you to work on the communication situations encountered by the manager in their professional environment. It provides concrete answers to questions: how to communicate effectively with your hierarchy and your team and how to adapt, convince, mobilize, listen, explain, etc.

Who is this training for ?

For whom ?

Manager whose employees are in direct or indirect contact with the customer. Operational manager or project manager of any sector of activity.

Prerequisites

Training objectives

Succeed in your daily communication.

Address delicate situations effectively.

Adapt your mode of communication to your different interlocutors.

Develop your interpersonal skills in different management situations.

Training program

• Take ownership of the collective and transversal issues of customer relationship management. Integrate the issues of customer loyalty.
  • days of classroom training Understand what distinguishes customer satisfaction, preference and loyalty.
  • Identify the skills that build customer loyalty.
• Contribute to the continuous improvement of service quality with your team
  • Customer journey, processes and team contributions.
  • Self-positioning: are my managerial practices customer-oriented? Listening to the customer: satisfaction, verbatim, complaints.
  • Base the progress plan on customer expectations.
• Building at
  • Customer culture of its employees Help the team understand its contribution.
  • Stimulate curiosity about the competition and the market.
  • Train “professional” employees » and close to customers.
• Develop the Pro-activity of your team
  • Position customer satisfaction at the heart of the mission of the employee and the team.
  • Productivity, quality of service and customer satisfaction.
  • Make a player its employees by giving them room for maneuver.
• The Enthusiasm of employees, a key to enthusing customers Develop exemplary behavior and solidarity.
  • Cooperate yourself in resolving problems that do not depend on employees.
  • Develop your team's pride in the company's strengths and commercial successes.
  • Advancing customer enthusiasm in approaches.
  • Customer enthusiasm: an individual and collective conquest.
  • Complaints in lasting customer relationships Place the processing of complaints at the top of your priorities.
  • Transform the complaint as an opportunity to build loyalty.
  • Implement the complaints processing process.
  • Increase the customer loyalty rate.
  • Dynamize cooperation by internal for the customer Define customer enthusiasm: a collective challenge.
  • Share the same vision of the customer within the teams.
  • Contractualize your internal services.
  • Create the conditions for cooperation around the customer.