Successful customer relations
REMOTELY
This training will provide you with the keys to successful communication in remote customer relations. You will also be able to develop your proactivity and address customer demands with professionalism and empathy.
DISCOVER OUR TRAINING
Objectives
- Understand the key elements of successful communication in remote customer relations
- Knowing how to adapt your communication style to the channels used (telephone, social networks)
- Developing proactivity and the ability to commit to increasing customer satisfaction
Intra
Our in-house sessions allow you to customize the training to your specific context and challenges, with specific anchoring options.
Contact us for a proposal tailored to your needs.
Content
- 5 video sessions of 2 hours or 2 days in person
- 3 hours via e-learning modules before each session
Training access time: The training can start 8 days after the agreement is signed or the OPCO support agreement is received.
Customer reviews*
4.3/5 (1218 reviews)
Success rate*
98%
* These indicators are updated each year using consolidated data from previous years.
Source of indicators: List of trained learners/knowledge validation quiz/training evaluation
Last updated figures: 15/05/2024
Program
Training schedule
The client and the use of remote channels
- The customer journey
- Interaction channels
- The persona sheet and the empathy map
Practical activities:
- Identify current interaction channels and those to integrate in the future.
- Complete the current and desired internal client activities in the Customer Journey matrix
Reactive customer dialogue
- The consideration pyramid
- Self-observation of client situations
- Customer Relationship dialogue maps
Practical activities:
- Analyze the communication situation with 2 customers
- Complete the question sheet with useful examples for your activity
Managing difficult situations
- The DESC method
- The CRAC method
Practical activities:
- Prepare 2 client sessions using DESC
- Note 2 objections from your customers and use the CRAC form
Proactive outreach to clients.
- The proactivity research sheet
- The preparation sheet
- Outbound call framework
Practical activities:
- Identify all possibilities for proactivity in your service.
- Prepare a real outbound calling campaign
Motivations and personality styles
- The SONCASE method
- The DISC personality matrix
After the training
- Knowledge validation questionnaire
Before each session
Participants complete the corresponding e-learning module.
During the session
The trainer facilitates with quizzes, individual or collaborative exercises, challenges, and role-playing.
After each session
Participants complete practical exercises relevant to their own context.
TRAINING MODALITIES
Public
Remote customer relationship managers, telesales representatives and tele-advisors, platform 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 positioning questionnaire is sent before the start of the training to assess the level before entering the training.
Evaluation
At the end of the training, participants will receive a questionnaire to validate their learning and establish the extent to which the training objectives have been achieved.
The results of this questionnaire will be provided to the client at the end of the training, during a post-training follow-up meeting (debriefing).
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