EXCEL IN CUSTOMER APPROACH (Internal and external clients)

Purpose

Equip yourself and perfect your skills to interact ethically and easily with clients in order to maximize their satisfaction, collaboration in teams and productivity.

Learning Objectives
  • Become aware of the impact of the quality of client service offered on a daily basis.
  • Situate your role with clients and develop interaction strategies that ensure quality service.
  • Identify your areas of vulnerability as well as those of clients in order to adapt your approach, keep calm and conserve energy.
  • Acquire communication techniques aimed at maximizing satisfaction and better supporting clients.
Breakdown

Presentations, reflections, discussions (30%); workshops, exercises and practice (70%).

Contents

Introduction and context

Understanding the expectations of your organization in terms of client approach

Exercises and presentations:

  • The expectations of my organization and my sector
  • Skills and attitudes required to reach client approach objectives

Client approach

  • Profile: Who is my client (internal and external)?
  • Activity: Developing the service reflex
  • Impact and importance of your role

Exercise: Major difficulties in terms of the quality of client service

Quality of service

  • Workshop on the impact of quality service offered to clients
  • Satisfied and unsatisfied needs
  • Emotional management
  • Communication styles: targeted activities
  • Self-evaluation
  • Quiz and exercises in subgroups

Client approach

  • Contact methods
  • The four steps of the client approach
  • Influence in client approach: a skill of choice!
  • Triangle of complicity: focus on difficult situations
  • Client approach and communication techniques: practical exercises (E.B.S. – why/benefits)
  • Various techniques to try out!
  • Situation: practice
  • Make the client accountable

Professional tips for internal and external client approach

Improvement plan for my client contact

Training program evaluation

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Duration : 1 Day
Note :
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