Human Skills at the Heart of Customer Relations
Develop empathy and relational skills to create authentic connections and retain your customers.
They trust us to train their teams
Why develop your human skills?
In a world where technology is everywhere, it is human qualities that make the difference. Empathy, listening, assertiveness: these skills transform customer relations and build lasting loyalty.
Develop your empathy
Understand the mechanisms of cognitive and emotional empathy. Identify your own perception biases and strengthen your relational connection to create a relationship of trust with your customers.
Communicate with assertiveness
Learn to assert yourself without aggressing or submitting. Use assertive language and find the right tone to balance self-respect and customer respect in every interaction.
Master active listening and adaptability
Develop the three levels of listening and synchronization tools. Cultivate an attitude of openness to transform the unexpected or objections into opportunities to strengthen the relationship.
Learning Objectives
At the end of this training, you will be able to:
- Understand and strengthen the mechanisms of cognitive and emotional empathy
- Communicate with assertiveness by balancing self-respect and customer respect
- Develop your adaptability to better manage uncertainties
- Master the three levels of listening and synchronization tools
- Adapt your communication according to personality profiles
Target Audience
This training is for: Sales representatives, Customer service representatives, Managers, and any professional in contact with customers
Program
Before the Training
- Complete a self-assessment on your level of emotional agility
- Watch an e-learning capsule on the stakes of human skills in customer relations
During the Training
Keys to empathy and reinforcement methods
- Understand the mechanisms of cognitive and emotional empathy
- Identify your own perception biases
- Strengthen relational connection
Assertive communication for balance between customer and self
- Assert yourself without aggressing or submitting
- Use assertive language
- Find the right tone
Develop adaptability and agility to better manage uncertainties
- Identify signals of change and adjust your posture
- Cultivate an attitude of openness and continuous learning
- Transform the unexpected or objections into opportunities
Develop active listening skills for customer synchronization
- Master the three levels of listening
- Use verbal and non-verbal synchronization tools
- Detect weak signals and unspoken messages
Strengthen emotional intelligence and personality management
- Identify your own emotions and those of your interlocutor
- Adapt your communication according to personality profile
Teaching Methods
- Theoretical and methodological contributions
- Practical exercises and role-plays
- Work on your real cases
- Personalized feedback from the trainer
The specialist in sales and customer relations for 20 years
100+ programs designed by our instructional engineers and led by 40 field specialists.
Frequently Asked Questions
Why are human skills essential in customer relations?
Beyond technical skills, it is human qualities that make the difference in customer relations: empathy, active listening, assertiveness, emotional intelligence. They allow you to create an authentic connection and build lasting loyalty.
What relational skills are developed in this training?
This training covers all key human skills: cognitive and emotional empathy, assertive communication, active listening and synchronization, adaptability, and emotional intelligence for managing different personalities.
How do you develop empathy in a professional context?
The training teaches you to understand the mechanisms of cognitive and emotional empathy, to identify your own perception biases, and to strengthen relational connection while maintaining your professional posture.
What is assertive communication?
Assertiveness is the art of asserting yourself without aggressing or submitting. It allows you to find the right balance between self-respect and respect for others, using appropriate language and tone for each situation.
Is this training eligible for OPCO funding?
Yes, KESTIO is Qualiopi certified. This quality certification enables funding of our training programs by OPCO. Contact us to get a personalized quote and coverage terms.
Request a Quote
An expert will call you back to discuss your needs and support you.
Contact us directly
Our team is available to answer all your questions about this training.
Hours: Monday - Friday, 9am - 6pm (CET)