L'Occitane en Provence helps its consultants manage difficult situations

L’Occitane en Provence
L’Occitane en Provence helps its consultants manage difficult situations
L’Occitane en Provence
Sector of activity
Trade, Distribution
October 2018

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.

The strong points

A two-stage training course:

e-learning and face-to-face for better appropriation of the inputs and tools

A day of classroom training

that takes into account emotional intelligence in the process of resolving a difficult situation

A collaborative approach

to co-construct solutions based on situations experienced in the field

An approach based on interpersonal skills

that can prove useful in other professional or personal situations

The challenges

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.

We believe that happy consultants can deliver excellent service quality and make customers happy.
Anne-Sophie Pouyau
Anne-Sophie Pouyau Customer Service Director of L'Occitane France

The Académie du Service’s response

Decipher the mechanics of tension and play it down

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.

Training and co-construction

The choice of a blended-learning approach has two advantages:

  • Acquiring new knowledge and skills during a digital era
  • Practicing practical role-playing during the face-to-face time, by collectively developing responses to recurring situations experienced by the consultants.

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.


Aiming for confidence to regain interest

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.