Trainings

DEVELOP POSITIVE RELATIONSHIPS WITH YOUR CUSTOMERS

at 15 KM

REVAL Consulting

Training
Business
Communication
Public Relations
Trade
Strategy
Sales
Productivity
Performance

OBJECTIVES
 Understand your role in the quality of customer service
 Adapt his behavior and his way of communicating with clients
 Develop your client's state of mind

PUBLIC
Anyone coming into contact with customers or prospects

PROGRAM

Understand the principles of conveying a message
 The patterns of oral / written communication
 The concept of transmitter / receiver
 Barriers to communication
 Analyze your own mode of communication

Customer knowledge
 Your customers: who are they?
 The notion of customer journey
 Customer expectations: analyzing customer behaviors

The sense of service
 Situating one's role and missions to satisfy the customer
 Assert yourself in your role: Assertive techniques

Develop customer relationship and satisfaction
 Understand the notion of customer relationship
 The 3 factors of the customer relationship
 Factors affecting customer satisfaction: How to listen, question, rephrase: what questions for which result?

Acting on mutual commitments and following them

Be proactive

EDUCATIONAL TOOLS
 Presentation
 Group work
 Role play and role plays