The customer at the heart of the relationship

The objectives:

Understand how customers work to better meet their expectations.
Have teams aligned toward a common goal.
Get to know each other better to better communicate with customers.
Perfect customer relations.
Strengthen customer loyalty.
Improve customer satisfaction.

Requisites:

A basic knowledge of sales techniques would be beneficial to grasp this training.

For whom:

This training is for anyone who wants to improve their customer relations.

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.

Analyzing one's practices

Assess current practices related to customer relations.
Identify the strengths and weaknesses of its approaches.
Use analytical tools to understand customer needs and expectations.

Sharing practices and feedback

Exchange best practices in customer relations.
Share success stories and lessons learned.
Analyze feedback to identify best strategies.

The fundamentals of customer relations

Understand the fundamentals of customer relations.
Explore the different types of customers and their characteristics.
Learn to anticipate needs and provide personalized service.

The commercial/dealer concept

Understand the importance of the commercial dimension in customer relations.
Acquire sales and negotiation skills to strengthen the relationship.
Learn to effectively promote the company's products or services.

Responsibility

Be aware of individual and collective responsibility in customer relations.
Develop problem-solving and complaint management skills.
Cultivate empathy and patience to offer quality customer service.

The impact of communication

Explore the different channels of communication and their impact on customer relations.
Develop verbal and non-verbal communication skills.
Learn how to handle difficult situations and maintain positive communication.