Description

The satisfaction of external customers is a major and unavoidable issue. And we know today that, in an integrated vision, good internal customer-supplier relationships will impact external customer relationships and contribute to the overall performance of the company. This 2-day training focused on the internal service relationship is built around three key elements which contribute to a better quality of internal exchanges: understanding one's place in the service chain, presence with others, commitment individual in the service relationship.

Who is this training for ?

For whom ?

Anyone in contact with internal customers. Company or organization employee participating in the “chain” of activities organized around the client.

Prerequisites

Will to be personally involved in this training to get the best benefits.

Training objectives

Take your place in the service relationship.

Establish and maintain a quality service relationship.

Foster internal customer satisfaction.

Training program

• Before the face-to-face
  • A questionnaire to define your objectives and prepare for your training.
• Understanding the drivers of trust in your service relationship
  • Distinguish explicit expectations from implicit expectations of your interlocutors.
  • Identify all opportunities to satisfy your interlocutors: customer journey and moments of truth.
  • Position your own role.
  • Locate your zone of influence.
  • Identify the stages of the meeting.
• Offer an empathetic presence to your interlocutor
  • Distinguish between sympathy and empathy.
  • Succeed in the first moments of the relationship.
  • Create the conditions for mutual trust.
  • Develop a active listening in one's service relationship: listening, reformulation, posture.
• Actively engage in your service relationship
  • Link your mission to the company's ambition.
  • Hold your place in the service relationship.
  • Conduct the interview in stages.
  • Create support.
• Anchor the satisfaction of your interlocutors
  • Anticipate and follow up.
  • Preserve the long-term relationship in delicate situations.
  • Positive each difficult situation.
• After face-to-face, implementation in a work situation

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