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Commerce & Relation Client
Developing Customer Satisfaction: Levers, Posture, and Management
2 jour(s) • 14h
Description
Training objective: Enable participants to understand the mechanisms of customer satisfaction, adopt behaviors and postures that contribute to it on a daily basis, effectively manage dissatisfaction and complaints, and use the right indicators to measure and sustainably improve the customer experience.
Learning Objectives
- Understand the mechanisms of customer satisfaction and dissatisfaction
- Identify levers for satisfaction in daily activities
- Adopt a satisfaction-oriented posture and communication style
- Manage complaints and dissatisfied customers methodically and professionally
- Turn dissatisfaction into an opportunity for customer loyalty
- Know and use key satisfaction indicators: NPS, CSAT, CES
- Use AI to analyze customer feedback and identify areas for improvement
- Build a satisfaction action plan tailored to your context
Target Audience
Sales professionals, client relationship managers, and account managers
Employees in regular contact with internal or external clients
Service managers aiming to structure their customer satisfaction approach
Anyone whose role impacts the customer experience
Prerequisites
Aucun
Program Outline
Informations
Duration
2 jour(s)
14h
Tarif
Sur demande
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