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Commerce & Relation Client
Mastering customer relations: from experience to loyalty
3 jour(s) • 21h
Description
Training objective: Enable professionals in contact with customers to develop a strong relational posture, master communication techniques tailored to each situation, and drive high-quality customer relationships in an omnichannel environment. This includes integrating digital tools and current customer expectations.
Learning Objectives
- Understand the mechanisms of customer satisfaction and loyalty
- Adopt appropriate posture and communication for each customer profile
- Master active listening, questioning, and reformulation techniques
- Effectively manage difficult situations: complaints, tensions, demanding customers
- Develop a consistent omnichannel customer relationship (phone, email, video, chat)
- Use digital tools and AI to improve service quality
- Monitor customer satisfaction with relevant indicators
Target Audience
Client Advisors and Customer Service Representatives
Sedentary Sales and Back-Office Staff
Technicians and Client-Facing Experts
Frontline Managers supervising customer-facing teams
Anyone regularly managing client relationships
Prerequisites
Regularly interact with internal or external clients
No specific technical prerequisites
Program Outline
Informations
Duration
3 jour(s)
21h
Tarif
Sur demande
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