Who is this training for?
For everyone
Training objectives
- Turn your communications with your customers into positive memories for them and for you.
- To manage difficult situations in a way that satisfies everyone.
- Defuse "killing" phrases with "bringing life back" phrases.
- Identify concrete ways to improve your relationships with your customers.
- Counter the emotional escalation following a refusal.
Summary
To get through a delicate and tense situation with a client by adopting effective techniques and attitudes to protect yourself, preserve the quality of the relationship and restore trust.
Course outline
The Service Relationship
- The Three Dimensions of a Customer Relationship
- The Cycle and Stages of a Customer Relationship
- The Limits of the Service Situation
The Dissatisfied Customer
- Unmet Needs Increase the Pressure
- The Stages of Emotional Escalation
- Obtaining the Customer's Cooperation
Intervention Techniques
- Expressing a Refusal and Maintaining the Customer Relationship
- Regaining Leadership in a Customer Relationship
- Responding to "Killing" Phrases
Approach and methodology
The training is based on a practical and immersive approach, focused on realistic scenarios to manage difficult customer interactions. It combines role-playing, immediate feedback and concrete communication tools, in order to transform reflexes into effective behaviours. The facilitator acts as a facilitator and coach, helping participants to develop a professional posture that promotes de-escalation and the preservation of the customer relationship.
Recommendations
- Be in regular customer contact (service, support, sales, reception)
- Have already been exposed to difficult situations (complaints, dissatisfaction, refusals)
- Be willing to question their communication reflexes
