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The fundamentals of customer relations
The Essentials
The fundamentals of customer relations
Digital (1h)
Digital + Distance (1h + 4h)
Digital + Face-to-face (1h + 7h)
Public price : 2272.80€
Presentation
The Fundamentals of Customer Relations enables you to adopt new practices and new behaviors in service situations.
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)
Objectives
- 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
Program
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
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