Activate your emotional resources for a better customer relationship
EFFICIENT AND EFFECTIVE
This training course will enable you to improve your efficiency and performance through self-knowledge. It will also help you to better manage your emotions in professional situations.
DISCOVER OUR TRAINING
Objectives
- Boost your enthusiasm in customer relations
- Bounce back and persevere in the face of setbacks and setbacks
- Preventing burnout
Intra
Our INTRA sessions enable you to customize the training to your context and challenges, with specific anchoring options.
Contact us for a proposal tailored to your needs.
Contents
- 5 x 2-hour video sessions or 2 days face-to-face
- 3 hours of e-learning capsules before each session
Training start date: Training can start 8 days after signature of the agreement or receipt of the OPCO funding agreement.
NEW 2024
Program
1
Training schedule
Customer emotions
- Emotional SWOT
Customer personality profiles
- The 8 INC (Institut Neuro Cognitivisme) profiles
The different types of motivation
- The day-to-day impact of different types of motivation
Resource" motivations
- How to identify and activate "resource" motivators
Stress factors
- Preventing and alleviating stress factors
2
After training
- Questionnaire for validating prior learning
Before each session
Participants complete the corresponding e-learning.
During the session
The trainer leads with quizzes, individual or collaborative exercises, challenges and role-playing.
After each session
Participants are given exercises to apply in their own context.
TRAINING METHODS
Public
Sales people, Business developers, Technical sales people, Consultants, Sales managers.
All our training courses are accessible to people with disabilities. Contact us for specific support tailored to your needs.
Prerequisites
A placement questionnaire is sent out before the start of the course to assess the level of the trainee's skills.
Evaluation
At the end of the course, participants will be given a questionnaire to validate their learning and establish the extent to which they have achieved their training objectives.
The results of this questionnaire will be returned to the customer at the end of the training, during a post-training follow-up meeting (debriefing).
NUMEROUS TRAINING COURSES AVAILABLE
Discover also
Training to acquire the keys to successful communication in remote customer relations to meet customer requirements.
Training to develop empathy, agility and adaptability to improve customer relations.
Training: Develop Your Emotional Skills for Effective Customer Relations
In a business environment increasingly focused on the customer experience, emotional skills play a crucial role in ensuring effective and satisfying customer relationships. Companies are increasingly recognizing the importance of these skills in improving the quality of customer interactions and boosting overall satisfaction. Our Emotional Competence training course guides you to master and activate your emotional resources, so you can become a key player in successful customer relations.
How can you develop your emotional skills to improve customer relations?
Developing emotional skills is essential to building strong, lasting customer relationships. It starts with understanding and managing your own emotions. Managing emotions is a fundamental aspect of staying calm and collected, even in difficult situations. This training course teaches you to identify your emotions, understand their triggers and regulate them effectively.
To improve your emotional skills, it's also crucial to develop your empathy. Empathy enables you to put yourself in your customers' shoes, understand their concerns and respond appropriately. By strengthening your ability to feel and understand the emotions of others, you can establish a deeper connection with your customers, which is essential for a successful customer relationship.
Techniques for improving emotional skills in the workplace
Improving your emotional skills in the workplace requires a structured approach and appropriate techniques. One of the most effective techniques is the practice of interpersonal communication. This course teaches you how to communicate clearly and empathetically, using active listening techniques and choosing words that resonate with your interlocutors.
Another technique is to develop your emotional intelligence. Emotional intelligence encompasses the ability to recognize, understand and manage your own emotions, as well as those of others. In our training course, you'll learn how to use your emotional intelligence to anticipate customer needs, defuse tensions and turn difficult interactions into positive opportunities.
The impact of emotional skills on customer service performance
Emotional skills have a direct impact on customer service performance. Employees with well-developed emotional skills are better equipped to handle stressful situations, meet customer expectations and maintain a high level of satisfaction. Indeed, the ability to manage one's emotions helps avoid knee-jerk reactions and maintain a professional approach, even in times of pressure.
What's more, good emotional management creates a more harmonious working environment and reduces internal conflict. This translates into better team cohesion and more effective collaboration, which benefits customer service as a whole.
Training to strengthen managers' emotional skills
Managers play a crucial role in developing emotional skills within their teams. Dedicated training enables managers to acquire the tools they need to identify and develop these skills in their staff. By strengthening their own emotional leadership, managers can better understand their team's needs, provide appropriate support and encourage a positive working environment.
A manager with strong emotional skills is also better able to make informed decisions, taking into account the emotions and motivations of his or her team members. This leads to better human resources management and an overall improvement in company performance.
Using emotional skills to manage difficult customer situations
Dealing with difficult customer situations is one of the most common trials in customer service. Emotional skills are essential for successfully navigating these tricky moments. By remaining calm and controlling your emotions, you can avoid escalations and find constructive solutions. This training course shows you how to use empathy to understand the customer's point of view and adapt your response appropriately.
We also teach you how to use interpersonal communication techniques to defuse tensions and transform a negative experience into an opportunity to strengthen customer relations. Thanks to concrete examples and real-life situations, you'll be ready to face any difficult situation calmly and effectively.
Concrete examples of emotional skills in customer relations
Emotional skills manifest themselves in different ways in customer relations. For example, an advisor who practices active listening can identify a customer's implicit needs, enabling him or her to propose personalized solutions. Similarly, a salesperson who controls his or her emotions during a negotiation is more likely to reach a mutually satisfactory agreement.
Another concrete example is the use of emotional intelligence to manage customer complaints. Rather than reacting defensively, an emotionally intelligent professional will recognize the importance of the customer's feelings, which can help to calm the situation and build long-term customer loyalty.
Why emotional skills are essential in interpersonal communication
Emotional skills are at the heart of interpersonal communication. They enable us to create authentic and effective interactions, where messages are clearly understood and misunderstandings minimized. By developing your emotional skills, you can improve your professional relationships, strengthen team collaboration and build stronger customer relationships.
Managing emotions also plays a key role in interpersonal communication. By being aware of your own emotions and learning how to manage them, you can avoid impulsive reactions and maintain clear, constructive communication, even in tense situations.
Emotional skills: keys to improving customer satisfaction
Emotional skills are essential for improving customer satisfaction. Customer service that demonstrates empathy and understanding creates a positive experience for the customer, which is crucial for loyalty. By listening to customers' emotions and needs, you can adapt your approach and offer personalized service that exceeds expectations.
What's more, good interpersonal communication based on solid emotional skills enables problems to be resolved more quickly and to the customer's satisfaction. This helps create a positive brand image and encourages favorable word-of-mouth.
Developing empathy and emotional skills at work
Developing empathy and emotional skills at work is a valuable investment that pays dividends at both individual and organizational levels. By strengthening your empathy, you become better able to understand and respond to the needs of your colleagues and customers, which fosters a collaborative and harmonious work environment.
Our training course helps you to develop these skills through practical techniques and interactive exercises, enabling you to apply what you have learned immediately in your day-to-day professional life. Ultimately, developing emotional competencies at work leads to a better quality of working life and enhanced performance.
Conclusion
Emotional skills are an essential component of success in customer relations and beyond. Whether you're a customer service professional, a manager or an entrepreneur, our training gives you the tools to develop your emotional intelligence, improve your emotional management and strengthen your empathy skills. By mastering these skills, you'll be able to build stronger customer relationships, effectively manage difficult situations and improve overall customer satisfaction.
Join our training course to transform your approach to customer relations and become an emotionally intelligent leader capable of making a difference in your company.
