Our mission is to pass on our "knowledge, know-how, know-how" and our methods to you, because we are convinced that they are major assets for your successful transformation. Human capital is the main factor in the success of your business strategy. Knowing and adhering to the company's vision, establishing a good customer culture, facilitating teamwork, developing individual skills are all parameters that allow this human capital to express itself. We draw on our experiences to support you in these reflections and the development of interventions tailored to your needs, by combining our operational practice and the skills of our network of partners.

Quelques modules de formations

SERVICE CULTURE

The quality judged by customers is assessed on the basis of the perceived desire to be of service and the company's willingness to constantly adapt to the needs and expectations of customers. Operational excellence in service delivery and the importance of putting customer satisfaction at the center of attention must be your holy grail. This involves consolidating your skills with a transversal approach that promotes the development of your service identity.

CUSTOMER CONTACT POINTS MANAGEMENT

Multichannel management of interactions is a necessity. today. The question is no longer why to get started but how to get there effectively. The points of contact are numerous and decisive in the context of an experience. Providing a smooth and seamless customer journey will be essential, but having competent human resources for effective customer care is a priority. All points of contact must be able to leave an emotional, memorable, positive, beneficial and recommended imprint on the customer.

CUSTOMER CLAIMS MANAGEMENT

A crisis (Circumstance of Reflection andlnnovation Serving our Eevolution) is the consequence of poorly performed service. Treating it well is an opportunity, because there are so many customers that we can satisfy but above all build loyalty. In the supply chain of your services or distribution of your products, certain acts are sometimes poorly carried out. You absolutely must ensure optimal handling of customer complaints in order to continue to maximize both your presence and the influence of your products and services. It is therefore imperative to adapt your complaints handling system in order to anticipate expectations, meet them and thus gain an advantage over all your competitors.

Customer management

Although each client is unique, there are several broad profiles that are useful to know in order to adapt their communication and posture. Each client has specific needs and expectations depending on several social factors (age, nationality, etc.). And as if to complicate matters, that same client may see their needs evolve according to circumstances and occasions. This disruptive behavior requires skills from you to best respond to its requests. You have to adapt your observation, listening, empathy. So! you will please yourself by making fun.

CUSTOMIZED (according to your needs)

Whether it is for a one-off assignment, facilitating the highlights of a project or regular coaching, our training courses always aim to transform into concrete actions. They ensure the dissemination of customer culture, improvement, personalization of the experience on the different channels and adaptation of the relationship system. We offer you tailor-made training based on a precise framework. We will be able to adapt to your needs.

Quelques thématiques que nous abordons dans nos formations

  • Comment accueillir efficacement les clients et communiquer de manière claire et professionnelle.
  • Comment gérer les situations tendues ou les clients mécontents de manière appropriée.
  • Comment comprendre et respecter la culture et les valeurs de l’entreprise pour améliorer la satisfaction des clients.
  • Identifier les différentes étapes et les points de contact clés pour un service au client réussi
  • Comprendre les enjeux de la culture du service et son impact sur la satisfaction client
  • Acquérir les compétences pour répondre aux demandes des clients/usagers dans le respect de la qualité de service.
  • Comprendre les attentes des clients et fournir des solutions satisfaisantes.
  • Dévélopper l’empathie et les techniques de communications éfficace avec les clients/usagers
  • Améliorer la qualité de l’accueil en développant les compétences, les savoirs et savoir-être (softskills)
  • Savoir distinguer la situation et l’objectif du client lors d’une intéraction
  • Permettre aux agents d’être informé sur les différentes situations auxquelles ils pourraient être confronté lors de la délivrance du service aux clients ou des usagers
  • Favoriser l’inclusion des personnes en situation de handicap ou avec des besoins spécifiques, en formant les agents à leur accueil spécifique
  • Augmenter la confiance et la fidélisation des clients ou des usagers envers votre marque
  • Comprendre qui est le client (le persona)
  • Comment mettre en place de solides standards de qualité de service
  • Gérer efficament une reclamation client
  • Transformer une insatisfaction en opportunité de vente
  • Cartographier le parcours clients pour améliorer l’expérience du client
  • Pratiquer le questionnement approprié pour cerner les besoins du client
  • Savoir distinguer la situation et l’objectif du client lors d’une intéraction
  • La collecte et le traitement des données clients
  • Comprendre qui est le client (le persona)
  • Evaluer l’effort de satisfaction des clients pour une fidélité durable
  • ….

What is your current situation and what goals do you want to achieve?

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