Description
How to optimize customer relations and build a long-term relationship of trust that generates satisfaction, loyalty and reflects on the company's image and its results? This training invites you to work on 7 tools to make a difference through the quality of your relationships with your customers.
This relationship is built and worked on by acting on relational and emotional levers which make it possible to nourish the needs of customers and their own.
Who is this training for ?
For whom ?
Any professional engaged in customer relations, service or welcoming who wishes to do better for their customers and for themselves.
Prerequisites
None.
Training objectives
Training program
- Play on all dimensions of the relationship
- - Clarify your personal representations of the client.
- - Know yourself better to better understand the client.
- - Exceed your personal limits.
- Be an actor in the relationship
- - Be aware of your role.
- - Choose your attitude clearly.
- - Avoid fatal errors.
- Understand the customer and make yourself understood by them
- - Listen, hear and feel the customer's needs.
- - Understand the customer's reasoning.
- - Speak with sincerity and transparency.
- Develop your personal impact with the client
- - Have self-confidence.
- - Get involved with real pleasure.
- - Use the emotions present in the relationship.
- Value your customer
- - Personalize the contact.
- - Give the customer a good image of himself.
- - Welcome customers completely, even demanding ones.
- Co-produce an effective interaction with the customer
- - Respect the person and their needs.
- - Involve the customer in the choice of solutions.
- - Clarify and make commitments more reliable.
- Develop proximity with the customer
- - Access the customer's feelings.
- - Identify their fears.
- - Pleasantly surprise your customers.
