Customer service

To develop your customer satisfaction and to create a long-term relationship are essential levers for the companies wishing to remain competitive.

Your expectations

You wish to know all the levers which will allow you to remain faithful to your company’s culture, your brand, your image and your values through all the contacts that you deal with your customers.

You wish to reduce the costs of your customer service while increasing the satisfaction of your customers.

Our offer

The stake of the customer service is how to develop the customers’ loyalty through their satisfaction.

Pedagogical objectives
 

Faced with sharper worldwide competition and a more than ever standardized offer, customers are more 
and more demanding and expect  personalized treatment.
Differentiation from competitors can be achieved through the quality of communication.

This seminar will allow trainees to :
- identify customers’ expectations in order to understand and to anticipate needs
- ensure a quality of service in line with the brand image
- avoid conflicts or manage them as well as possible 
- turn an operational problem into an occasion to gain customer loyalty

One or two years after the first module, trainees will have the opportunity to attend a 2 or 3 day 
complementary session in order to broaden the basics in the light of their experience.

Course content

Customers’ expectations :
- importance of service in the product
- customer typology
- identification of expectations

Communication and body language :
- importance of communication in service
- phases of communication
- body language : functioning and monitoring

Active listening

Management of conflicts:
- how to avoid and/or to manage conflicts
- the “do’s and don’ts”

The successive phases of service :
- welcome
- service sequences
- see you again