Answering the question "Will my package arrive before Christmas?" is not always easy, when faced with a customer who is sometimes very stressed. So that they can work in complete serenity, the consultants at L'Occitane en Provence have benefited from training on the management of difficult situations. It enabled them to better understand and apprehend the management of emotions, because any difficult situation is above all an emotional process that can lead to conflict.
At the end of the year, L’Occitane en Provence France’s customer service is very busy. A large part of the turnover is achieved in the space of a few weeks, between Black Friday at the end of November and the Christmas holidays, an emotionally charged period if ever there was one.
At the end of 2017, the consultants had to deal with a strong increase in online sales and therefore an upsurge in calls. The reasons were many – a lost pckage, a long delay in delivery time, a question about the ingredients of a product, etc. In order to prepare for the end of 2018 as well as possible and to manage incivilities and aggressiveness as calmly as possible, L’Occitane en Provence called on the Académie du Service.
Criticism, complaints or incivility are first and foremost the result of customer dissatisfaction which triggers an emotion, sometimes leading to an over-reaction. Identifying this emotional process allows us to take the necessary distance to defuse a difficult situation before it leads to conflict. This is the approach adopted for the training action that has been set up.
The choice of a blended-learning approach has two advantages:
More demanding, more specific, more engaging, the approach is also more concrete, more pragmatic and more operational. The training action is a real preparation, with the advice and feedback of an expert from the Académie du Service.
Confidence is the word that concluded the training assessment. “We come back to Consideration Symmetry ©: consultants who are more aware of the emotional part of their work and who are more serene produce more serene clients”, Anne-Sophie Pouyau boasts. This is the very concrete result achieved thanks to the combination of inputs + tools + co-construction.