Create a Customer Service [R]evolution at your company

1] IDENTIFY COMMUNICATION STYLE AND IMPACT ON CLIENTS

Discover the 4 styles of communication.
Discover his preferred communication style.
Identify your strengths
→ Exercise in situations
Individual presentations?
Self-diagnosis and debriefing of his communication style?

2] IDENTIFY THE EMOTIONAL EXPECTATIONS OF HIS CLIENTS

Quickly identify the emotional expectations of each client.
→ Presentation of the emotional expectations of the client

3] TALKING CUSTOMER BENEFIT

Know the difference between Feature, Benefit and Profit
To bring proof
Lift objections
→ Exercise in situations of sale

4] PREVENT AND MANAGE STRESS SITUATIONS

Identify your behaviors under stress.
Understand the origin of the misunderstanding between oneself and one’s client.
To find a satisfactory way of communication for the commercial relationship.
→ Exercise in situations on the participants’ cases

FOR WHO

> Commercial, executive and commercial manager. Account Manager, Key Account Manager, Engineer and Sales Engineer, Sales Associate.

PREREQUISITES

This training requires no prerequisites.

THE OBJECTIVES OF THE TRAINING

Communicate effectively with any type of client.
Strengthen its business impact face-to-face.
Identify and defuse situations of misunderstanding.

STRONG POINTS

Scenario with concrete cases of participants. Many practical tools for more efficient return to business.

A 7-hour program

 
CONTENTS
Understand one’s communication mode
Use communication filters adapted to your interlocutors
Learn how to manage your own energy level and stress
Understand the conditional and negative behaviours of your interlocutors and know how to respond to them
Be able to maintain a great relationship, even in difficult situations
Know how to satisfy deep motivations of your interlocutors

TEACHING METHOD
Each participant fills an auto-analysis questionnaire in order to realise his profile in colours
Theoretical concepts of communication
Use of video extracts showing the different concepts explained throughout the training
Exercices and role play
Studies of situations experienced by the trainees
Rehearsal in situation of what we have learned

This training program is intended for

Manager seeking to strengthen its team building

Prerequisites

This training requires no prerequisites

Training objectives

Have keys to understand the communication mode of others
Identify its added value in a team
Shift form conflicts to win win situations
Understand perceptions according to different personality type
Motivate others
Establish homogeneous work teams

Why choosing this training?

Support scenes played live
Collective debriefing, contributions from trainers, sharing of good practices

A 4-step program

STEP 1 : START A GREAT RELATIONSHIP
Distinguish open questioning from closed questioning
Speaking for oneself – Why and how to say “I”
-> Observation and debriefing of a scene performed by the actor-trainers

STEP 2 : HOW DEALING WITH STRESS AND EMOTIONS
Spotting the signals of RPS – especially stress
Places to give to pro-life / private-life
How to listen without necessarily responding
How to empathize with the emotions of the other without being overwhelmed by them
-> Debrief of a second scene. Sharing of good practices

STEP 3 : CREATE THE FUTURE
Why and how to close a distance exchange by opening up perspectives, a next step, a future
-> Third live scene. Collective debriefing then contributions

STEP 4 : PRATICE IN SITUATIONS
What everyone intends to put into practice as communication tools to take even more care of the quality of the long-distance relationship
-> Round table discussion

This training program is intended for

Any employee – employee or manager – working remotely

Prerequisites

This training requires no prerequisites

Training objectives

(Re)discover the best practices for healthy communication
Identify weak and strong RPS signals (especially stress)
Create bonds of trust based on listening, questioning and empathy

Why choosing this training?

Support scenes played live
Interactive animation: collective debriefing, contributions from trainers, sharing of good practice
Short and pragmatic training (1h30)

A 4-day program

DAY 1 : CONTRIBUTING TO A SUCCESSFUL CUSTOMER EXPERIENCE
Make the difference between emotional expectations and functional needs
Discover cover-19 crisis impacts on customer relationships
-> Live presentation of the client emotional expectations

DAY 2 : UNDERSTANDING AND TAKING INTO ACCOUNT DURING COVID-19 CRISIS
Diagnose clients need: listening and questioning
During the crisis: build on facts, accept opinions and welcome feelings
-> Self-diagnosis of communication style to be done between Day 2 and Day 3

DAY 3 : HANDLING DIFFICULT SITUATIONS WITHIN COVID-19 CUSTOMER RELATIONSHIP
Assertiveness as a guarantor of a lasting relationship
The 3 steps-method to handle difficult situations
-> List of the difficult requests and announcements likely to be encountered

DAY 4 : PRATICE IN SITUATIONS
Put into practice the 3 tips-method to handle the difficult requests and announcements listed on Day 3
-> Exercise intuitions on the concrete cases of the participants, with an actor

This training program is intended for

Any employee wha has a face-to-face and telephone contacts with customers

Prerequisites

This training requires no prerequisites

Training objectives

Become an expert in all situations within cover-19 customer relationship
Develop good reflexes in stressful situations
Treat all stress situations while preserving the customer relationship

Why choosing this training?

A trainer and an actor: all our training are jointly run by a trainer and an actor, so we can cover interpersonal relationship effectively and make learning easier
6 participants maximum per training: to implement significant change and give time to each participant, each training will be led for 6 people maximum
Preserving work/life balance: 1h45 per day allows a great work/lige balance in this particular situation

1] CUSTOMER EXPERIENCE CHALLENGES

What are we talking about?
The Customer experience cycle within the Customer journey.
From quality of service to Customer satisfaction: when emotional expectations take precedence over functional needs.
Today’s metrics to measure customer experience: CSAT, NPS and CES.
→ Presentation of the emotional expectations of the client

2] THE CUSTOMER JOURNEY

Draw the path of your customers, identify the moments of truth.
Reason multichannel and personae: who are your typical customers Link the customer journey to business processes.
Associate at each key stage, the emotional expectations and functional needs of the clients.
→ Putting in moments of truth

3] SECURE THE CUSTOMER’S JOURNEY

Collectively identify and evaluate the risks of the customer journey: those that will potentially generate dissatisfaction.
Use the relevant tools and methods to secure the journey: service references, procedures, training, employee support plan, quality charter, indicators…

4] OPTIMIZE CUSTOMER RELATIONS ALONG THE WAY

Assertiveness as a guarantor of a lasting relationship.
Build on facts, accept opinions and welcome feelings.
The 4 steps for an effective and professional handling of difficult situations.
→ Scenario of support for difficult situations

5] AIM AT THE DELIGHT OF CUSTOMERS

The seamless customer experience and the “wow!” Effect Work on positioning your brand.
Create a decisive and distinctive competitive advantage: Why does the customer choose you?
Involve customers and collaborators.

FOR WHO

> Executive Committee
> Responsible for the customer experience.
> Marketing Manager.
> Customer relationship manager.

PREREQUISITES

This training requires knowing the operation of your company.

THE OBJECTIVES OF THE TRAINING

Understand the issues of the customer experience. Know how to build your customer journey and include a plan for prevention and continuous improvement. Define or strengthen its positioning Discover the operational tools to implement this approach and increase customer satisfaction.

STRONG POINTS

A contribution focused on operational tools. Work in subgroups on your real cases to facilitate the appropriation of tools. Scenarios to facilitate learning and enhance effectiveness Practical documentation that facilitates the implementation of learning after training.

1] TO BE IN THE CUSTOMER RELATIONSHIP

Live the customer’s journey to better understand it.
Identify the issues of customer satisfaction.
To identify the moments of truth of the customer journey of his company.
→ Putting in moments of truth

2] CONTRIBUTE TO A SUCCESSFUL CUSTOMER EXPERIENCE

Define the keys to a successful customer experience.
Know the sources of dissatisfaction and customer satisfaction.
Distinguish emotional expectations and functional needs.
Situate your role in customer satisfaction.
→ Presentation of the emotional expectations of the client

3] OFFER THE CUSTOMER A POSITIVE IMAGE OF THE COMPANY

Know your communication style.
Become aware of the importance of voice placement, silence management and the correctness of intentions.
Identify the noise words.
→ Observations during mystery calls

4] MANAGE CUSTOMER REQUESTS OUTSIDE THE BOX

Diagnose the need: listening and questioning.
Know the 3 steps to meet the demands out of frame without saying no.
Take charge of the request by generating the trust of the customer.
Give the customer a choice and showcase the co-built solution.
→ Exercise in situations

5] TRANSFORM A DISSATISFIED CUSTOMER INTO A SATISFIED CUSTOMER (TO INCREASE CUSTOMER LOYALTY)

Adopt a positive attitude towards discontent.
Defuse the tensions.
Apply the 4 steps for an effective and professional handling of difficult situations.
→ Exercise in situations

FOR WHO

> Any collaborator in face-to-face or telephone contact with clients.

PREREQUISITES

This training requires no prerequisites.

THE OBJECTIVES OF THE TRAINING

Develop a state of mind and attitudes of service to customers.
Get in touch in an effective and rewarding way.
Implement customer focus in its handling of customer requests.
Deal positively with suggestions and expressions of customer dissatisfaction.

STRONG POINTS

Scenarios: Participants are encouraged to take the client’s point of view to facilitate individual awareness and progress. Operational training: each participant formalizes two situations he has encountered on which he works concretely with the help of the actor and the trainer.

1] MAKE THE DIFFERENCE IN SIMPLE SITUATIONS

Become aware of the importance of voice placement, silence management and the correctness of intentions.
To present oneself.
→ Exercising on your posture

2] TO ADVISE WELL IN COMMERCIAL SITUATIONS

Detect the needs and expectations of the customer.
Provide the solution to the customer by giving the choice.
The formulas to privilege, the words and expressions to avoid.
Be yourself while representing the company.
→ Exercise in situations on the concrete cases of the participants

3] DEFUSE DIFFICULT SITUATIONS

Deal with emergencies, unforeseen events
Announce bad news
The 4 steps for an effective and professional handling of difficult situations.
→ Situating support for difficult situations on the concrete cases of participants

4] MANAGING CONFLICTS WELL TO BUILD CUSTOMER LOYALTY

Detect and finely analyze the source of dissatisfaction.
Listen well to better deal with the dispute.
To propose satisfactory solutions for the customer and for the company.
→ Conflict management scenario on the concrete cases of the participants

FOR WHO

> Any employee who has face-to-face and telephone contacts with internal and / or external clients: business services, quality, accounting, marketing, sales administration, logistics, production …

PREREQUISITES

This training requires no prerequisites.

THE OBJECTIVES OF THE TRAINING

Become an expert in all situations of the customer relationship.
Develop good reflexes in stressful situations.
Treat all stress situations while preserving the customer relationship.

STRONG POINTS

Restricted group: for enhanced effectiveness, the number of participants in the training is limited to 9. 100% practical training: presentations are kept to a minimum to encourage intensive training. Each participant benefits from personalized advice to progress even faster. Many practical tools for more efficient return to business.

1] DEFINE THE E-REPUTATION

What are we talking about ?
Connect the customer journey to E-reputation.
The digital revolution and the behavior of the customer.

2] BOOST QUALITY REPORTING AND SALES

Extract opinions and categorize them.
Collectively identify and evaluate the different social media in which customers express themselves
Learn how to communicate reviews internally
→ Exercise on existing opinions

3] RESPOND TO THE CUSTOMER TO GAIN NEW ONES

Identify the pitfalls to avoid.
Build a primer of good answers.

FOR WHO

> Any collaborator having to respond to online reviews.

PREREQUISITES

Master the microcomputer and have a good practice of Internet.

THE OBJECTIVES OF THE TRAINING

Guide employees to better manage customer reviews posted on the internet.
Strengthen its commercial impact on online review sites.
Identify and resolve recurring issues.

STRONG POINTS

Put into practice with concrete cases of the participants. Many practical tools for more efficient return to business.