Successful customer relations
REMOTELY
This training course will enable you to acquire the keys to successful communication in remote customer relations. You'll also be able to develop your proactivity and meet customer requirements with professionalism and empathy.
DISCOVER OUR TRAINING
Objectives
- Understand the key points of successful communication in remote customer relations
- Know how to adapt your communication style to the channels used (telephone, social networks)
- Develop proactivity and commitment to increase customer satisfaction
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.
Customer reviews
4.3/5 (1218 reviews)
Success rate* (%)
98%
* 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
The customer and the use of remote channels
- The customer journey
- Interaction channels
- The persona sheet and the empathy map
Practical activities :
- Identify current and future interaction channels
- Complete current and desired internal customer activities in the Customer Journey matrix
Customer dialogue in reactive mode
- The consideration pyramid
- Self-observation of customer situations
- Customer relations dialogue cards
Practical activities :
- Analyze the communication situation with 2 customers
- Complete the question sheet with examples relevant to your business
Managing delicate situations
- The DESC method
- The CRAC method
Practical activities :
- Prepare 2 customer sessions using DESC
- Note 2 customer objections and use the CRAC form
A proactive approach to customers
- The proactivity research sheet
- Preparation sheet
- The outgoing call frame
Practical activities :
- Identify all proactive opportunities for your department
- Prepare a real outbound call campaign
Motivations and personality styles
- The SONCASE method
- The DISC personality grid
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
Remote customer relationship managers, telemarketers and teleconsultants, floor managers, remote customer advisors.
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 given back to the customer at the end of the training, during a post-training follow-up meeting (debriefing).
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