Human skills at the heart of
CUSTOMER RELATIONS
This training course will enable you to develop your empathy, agility and adaptability to improve customer relations. You'll become a better listener and more customer-oriented.
DISCOVER OUR TRAINING
Objectives
- Understand how to activate human skills in the workplace, in order to develop self-confidence and the ability to share with others.
- Learn how to involve your teams in customer relations to increase conversion rates and customer satisfaction
Inter
Dates of the next training session
- 19/09/24 from 10 a.m. to 12 p.m.
- 26/09/24 from 10am to 12pm
- 03/10/24 from 10am to 12pm
- 10/10/24 from 10am to 12pm
- 17/10/24 from 10am to 12pm
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.
Customer reviews
4.4/5 (1055 reviews)
Success rate* (%)
100%
* These indicators are updated each year on the basis of consolidated data from previous years.
Source of indicators: List of trainees/learning validation quiz/training evaluation
Last date for updating figures: 15/05/2024
Program
Training schedule
Empathy
- The attention logbook
- The empathy scale
Practical activities :
- Skills self-diagnosis with the emage-me app
Emotional intelligence
- The wheel of emotions
- The Tony Robbins Triad
Practical activities :
- Emotional mime
- Observe a situation that generates an emotion and complete the wheel of emotions.
Adaptability
- Calling on multiple forms of intelligence
- Switching to adaptive mode
Practical activities :
- Practical application to an identified problem: what reaction? analysis of the reaction?
Listening
- The 7 key factors of listening
- Dialogue tools
Practical activities :
- Analyze your listening skills in relation to an actual situation
- Deduce a point to implement following the training session
Assertiveness
- Keys to developing assertiveness
- Rights to oneself
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
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