Customer service

OBJECTIVES OF THE SEMINAR
  • Improve the quality of receiving clients, and to improve customer service
  • Build awareness among participants about the importance of the contribution of each staff member towards building the positive image of our company
  • Help them establish a client relationship build on trust, thanks to increased professionalism
  • Help them adapt to the different clients’ profiles and to manage their relationships harmoniously
  • Introduce the concept of the “internal supplier” as a true client
  • Define the attitudes and behaviour to adopt and develop when facing a client
PROGRAM OF THE SEMINAR
  • What does the active image of a company mean
    • The image that your company wants to portray towards the outside world
    • The difference between external and active images
  • The key role of personnel that has direct contact with clients
    • What has changed in consumption behaviour and customers today
    • How to adapt to these changes
    • The conditions of success
  • How to improve the quality of our reception
    • Which are the expectations of ours clients
    • Analysis of our strengths and weaknesses
    • The attitudes and behaviour to adopt and develop
  • How to establish a privileged and lasting relationship
  • A key concept for development of customer service : the “client-internal supplier” concept
  • Let us create, together, a “quality chart of good governance” when dealing with telephone, mail, reception and relationships with colleagues
  • Principal rules to observe to ensure efficient reception of a client, and a service that truly distinguishes us from competitors
  • How to better adapt to different client profiles
    • The different client profiles
    • Characteristics, specific motivations and decision criteria of each of these profiles
    • How to identify the socio-style of our customer
    • How to adapt one’s approach and one’s message to the profile of our specific customer
  • The art of communication
    • The mechanism of communication
    • Principal obstacles to sound communication
    • Perception differences
    • Importance of non-verbal communication
    • Active listening
    • The art of asking the right questions
    • The importance of open questions
    • Empathy
    • Checking the clients’ comprehension
    • The 10 golden rules for efficient communication
  • Handling complaints
  • Summary and conclusion