Active listening and understanding of customer needs

The objectives:

Practice active listening to understand customers' needs.
Use effective communication techniques to interact with customers.
Adapt their responses according to each customer's specific needs.
Manage difficult situations professionally.
Establish a relationship of trust with customers.
Improve customer satisfaction and the company's bottom line.

Requisites:

None.

For whom:

Anyone wishing to acquire the basics of active listening.

Methods used:

Assessment:

Assessment of skills acquired during training via a questionnaire and role-playing exercises.

Access time:

From the first registrant, training can be provided within 1 month of signing the agreement.

Accessibility:

This training course is accessible to people with reduced mobility. For any other situation, please contact us to study the possibilities of adapting the training.

The Foundations of Active Listening

The principles of active listening.
The benefits of active listening for customers and the company.
The importance of feedback in the listening process.

Effective Communication Techniques

The importance of non-verbal communication.
Questioning techniques to deepen understanding.
Using empathy to make connections.

Adapting Responses to Customer Needs

Identifying customers' verbal and non-verbal signals.
Personalizing responses according to customer profile.
Managing objections and specific requests.

Managing Difficult Situations

Identify unhappy and dissatisfied customers.
Use problem-solving strategies.
Transform complaints into opportunities for improvement.

Establishing a Relationship of Trust

ICreate an environment of trust.
Manage customer expectations transparently.
Follow through on commitments made with customers.

Practical and Case Studies

Role exercises to put acquired skills into practice.
Analysis of concrete cases from professional life.
Feedback and advice for continuous improvement.