Goals
Understand the customer and their expectations and establish a relationship of trust with them
Introduce active listening and NVC into your communication
Learn about conflict management
Deliverable
Training memo booklet given to each participant.
Prerequisites
None.
The advantages of the training
You will have new tools to better communicate with your customers.
You will gain confidence in yourself and in your relationship with your client.
You will improve customer service and the overall customer experience.
Program
Introduction
1 – Customer service skills & behaviours
Identify your contacts and understand their challenges
Develop empathy to gauge a customer's expectations through their behaviour and emotions
Enhance your active listening skills to centre the customer in your focus
Prepare for after-sales by recognising best practices and strategies for continuous improvement
2 – Effective Behaviours and Conflict Management
Learn to distance yourself from difficult situations and manage your own reactions
Use Non-Violent Communication and Non-Verbal Communication techniques
Employ questioning strategies to minimise misinterpretations and manage your emotions
Refine your interaction and behavioural techniques to guide the conversation effectively
Anticipate potential conflicts to manage them more effectively
Conclusion and action plan
Concerned public
Anyone in contact with customers: store, call center, e-commerce, etc.
Seats
10 participants maximum, 4 participants minimum.
Dates
Intra-company format: dates to be organised together according to your needs.
Please note: we do not offer this inter-company training.
This module can be tailored to fit over a day according to your needs. Please contact us for more details.
Rate
Contact us.
Practical information
Animation at the customer's premises or in a dedicated space.
Training accessible to people with disabilities, contact us to find out more.
Expertise in:
Spoken languages :
.jpg)
Goals
Rémy Falorni
A graduate in Employment Law from the Sorbonne and in Management from HEC Montréal, Rémy was Head of Employee Relations for 10 years at Chanel and Air France. Now a trainer in conflict management, psychosocial risk prevention and mediation, he uses his experience with large groups and his passion for acting to coach company executives in stress management, public speaking and self-confidence. His training courses combine the practical transposition of theoretical knowledge with self-discovery to help us deal more effectively with others: "Theatre is a powerful tool for changing our behaviour and attitudes. It's more than self-discovery, it engages us".
Expertise in:
Coaching, Self-development, HR
Spoken languages:
Add paragraph text. Click “Edit Text” to update the font, size and more. To change and reuse text themes, go to Site Styles.