Optimising customer relations

Description

Customer relationship is important for any business, not just for the sales department. This training helps understand customer needs and provides tools to better manage requests, including delicate situations. It strengthens participants' skills and enhances their perception of their personal situation.

Objectives

• Become aware of one's own feelings, strengths, and challenges in the context of customer relations 
• Successfully navigate key moments 
• Highlight what can, should, and should not be communicated to the customer 
• Identify barriers and obstacles in customer relations and in collaborative aspects of one's role 
• Actively listen to the needs of customers by asking the right questions at the right time 
• Communicate in a balanced manner, both face-to-face and over the phone or via email 
• Dare to propose and anticipate possible customer reactions 
• Deliver bad news, present a refusal appropriately while maintaining good rapport
• Handle complaints and ensure customer follow-up calmly and consistently despite a heavy workload

Duration

• 1 day (7 hours)