Description

Welcoming a customer well means starting to build their loyalty. This training allows you to develop and put into practice the right tools and communication postures to quickly identify your customer's needs and respond to them in an efficient and courteous manner in a reception situation.

Who is this training for ?

For whom ?

This training is intended for any employee in contact with the public and/or using the telephone.

Prerequisites

Be in a reception situation.

Training objectives

At the end of the training, the participant will be able to: Know the basic principles of communication Know yourself better to communicate better Decipher others to communicate better Remove misunderstandings Build a toolbox to communicate better

Training program

• Understand the particularities of telephone reception
  • - Inventory of constraints.
  • - The impacts of telephone reception on the company's brand image.
  • - An imperative: offer an initial positive image of yourself, the service requested, your company.
  • - Simulation: Group work on the specificities of telephone reception.
• Know the best telephone support techniques
  • - Call quickly and welcome.
  • - Succeed in the first contact.
  • - Take care of your presentation: tone, flow, articulation, rhythm, availability and clarity of communication.
  • - Ask the right questions to guide the caller and convey the message.
  • - Practice active listening techniques to build confidence and be sure you have understood correctly.
  • - Ensure complete support for the interlocutor.
  • - Scenario: Make a successful first contact by telephone.
• Welcoming: communication rules applied to physical welcoming

  - n'as pas encore du programme

• Managing complaints: interpersonal communication
  • - Interpersonal communication: definition, basic techniques.
  • - Verbal, paraverbal and non-verbal communication.
  • - The impact of messages, the image conveyed by his behavior (how others see us).
  • - Assertiveness: self-affirmation.
  • - The relationship of trust and mutual respect, self-esteem.
  • - Defuse a difficult situation.
  • - Attitudes towards the reactions of others: passivity, flight, attack, aggressiveness, manipulation, insinuation...
  • - Exercise: Self-diagnosis : measure your level of assertiveness. Put in difficult situations with clients.