Description
Customer orientation is both a way of thinking and a source of motivation that the customer instantly perceives in the gestures and words of his interlocutor. This training helps anyone in contact with customers to generate a successful service experience, by combining the 'click' of customer orientation and relational techniques to provide the expected service and convey a remarkable image of themselves and their business.
Who is this training for ?
For whom ?Any employee in face-to-face or telephone contact with customers.
Prerequisites
None.
Training objectives
Training program
- Position yourself in customer relations
- Experience the customer journey to better understand them.
- Identify the challenges of customer satisfaction.
- Identify the level of requirements.
- Contribute to a successful customer experience
- Define the keys to a successful customer experience.
- Know the sources of customer dissatisfaction and satisfaction.
- Distinguish between operational and relational expectations.
- Locate your role in customer satisfaction.
- Offer the customer a positive image of the company
- Take care of the quality of your welcome to facilitate communication.
- Represent the company from the first moments.
- Welcome the customer's request with empathy and facilitate its expression.
- Dealing with customer demands with empathy
- Diagnose the need: exceed the expressed request.
- Take charge of the request by generating customer confidence.
- Highlight the solution provided by remaining oriented on the client's motivations.
- Transform a dissatisfied customer into a satisfied customer to improve loyalty
- Adopt a positive attitude in the face of discontent.
- Defuse tensions.
- Analyze the source of discontent carefully.
- Apply the 7 golden rules for resolving a dispute.
- Remote activity
- A training module: "Arguing based on the customer profile".
