The Essentials

The fundamentals of customer relations

Digital (1h) Digital + Distance (1h + 4h) Digital + Face-to-face (1h + 7h)
Contact
+33 1 80 05 18 04

Presentation

The Fundamentals of Customer Relations enables you to adopt new practices and new behaviors in service situations.

Contact
+33 1 80 05 18 04

The strengths of the training

  • A quiz at the end of the digital module to validate the learning process
  • A summary sheet containing all the topics covered can be downloaded
  • A module available in French, English and Spanish
  • A module is partially customizable (video and content)
  • Adaptation of inputs according to profiles (face-to-face or distance learning module)
Contact
+33 1 80 05 18 04

Objectives

Digital
Digital + Distance
Digital + Face to face
  • Understand and integrate the characteristics of the dominant behaviors in the service relationship
  • Become aware of one’s own behavior and its impact in a service situation
  • Practice being in a balanced customer relationship

Objectives of the digital +

 

  • Become aware of the evolution of customer expectations and needs
  • Understand the challenges of the customer experience
  • Gain confidence in the customer relationship

Objectives of the digital +

 

  • Become aware of the evolution of customer expectations and needs
  • Understand the challenges of the customer experience
  • Gain confidence in the customer relationship
Contact
+33 1 80 05 18 04

Program

Digital
Digital + Distance
Digital + Face to face

Decode your behavior

  • The 3 dominant behaviors in customer relations: disengagement, avoidance and naturalness

Develop your interpersonal skills

  • Become familiar with the different registers of communication: gestures, voice and words
  • Develop active listening: the quality of presence, questioning, reformulation
  • Become aware of how words, voice and gestures impact communication

Make the customer experience a success

  • Embodying the encounter: a balanced, win-win relationship

 

 

Content of the digital module +

Deepen the fundamentals (Individual activity)

  • Understand our responsibility in the service relationship
  • Appropriate the different languages

Share your experience (Individual activity)

  • Describe an everyday situation using the customer relationship compass©

Adopting the “customer mindset” (Tutored virtual classroom)

  • Understand the impact of emotions in the relationship
  • Knowing how to recognize different customer profiles

Implement the Customer Relationship Compass© (Tutored virtual classroom)

  • Understand the impact of the customer relationship compass© on your profession

Animate the customer culture within his team (Tutored virtual classroom)

  • Appropriate the principles of cooperation

Content of the digital module +

Adopting the “customer mindset”

  • The difference between customer needs and expectations
  • Differences in the perception of customer satisfaction

Training to be in a win-win relationship

  • The Customer Relationship Compass©

Bringing the customer culture to life within your team

  • The principles of cooperation

 

 

Contact
+33 1 80 05 18 04

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