Description

Today, technicians, collaborators and General Services agents are driving forces behind the smooth functioning of the work environment. They contribute to this operation through their expertise, their know-how and their sense of service. In order to anticipate changes in the work environment, this training will be a source of recognition, progress and professionalism.

Who is this training for ?

For whom ?

General Services technician and employee, service contract manager, office manager, employee of external companies, service provider and subcontractor.

Prerequisites

• For new entrants and more experienced employees.

Training objectives

Improve communication and customer relations.

Increase the quality of service provider monitoring.

Organize and schedule the various interventions.

Training program

• Before the face-to-face
  • - A self-diagnosis and a video:
• Take care of your customer relationships
  • - Understand and listen to the needs of internal customers: 'service commitment' sheet.
  • - Know the quality tools for the benefit of internal customers: 'survey sheet satisfaction'.
  • - Encourage internal customers to be eco-responsible: ''energy-saving behavior'' sheet.
  • - Scenario Practical case: customer spirit in your activities and professions.
• Managing a subcontractor
  • - Know the regulatory framework for subcontracting.
  • - Define your needs: identify good practices.
  • - Locate the 10 key points of a service contract .
  • - Scenario Practical case: the essentials of the prevention plan.
• Organize your daily activity
  • - Prioritize the processing of intervention requests.
  • - Ensure the smooth running of one-off interventions.
  • - Evaluate the cost of the service.
  • - Scenario Practical case: how much does it cost?
• Identify the basic principles of communication
  • - Know how to present a project, write an information note.
  • - Scenario: Practice a concrete case of internal communication.
• After face-to-face: Implementation in a work situation - AFEST compatible
  • - A reinforcement program: "ROI of my action plan", two e-learning modules: "Adapting to others to communicate better. Go. A" and "Adapt to others to communicate better. Go. B".