Objectives of the training
At the end of the course, your customer service team will be able to identify new customer opportunities and provide solutions in the form of customer benefits to close new sales.Targeted audience
All types of salespeople on the phone or remotely, customer service people, after-sales service people or anyone who wants to have an impact on their customer over the phone or by videoconference.Prerequisite
NoneTrainers
Benefits for Participants
Understand the impact of personal posture on the perception of customer relations.
Listen and understand the issues and motivations behind a request.
Handle customer frustrations and grievances.
Breaking bad news to a customer.
Saying no and dealing with difficult situations.
Course architecture
Pedagogical details
Training architecture
To move from best practices to personalized, customer-centricity, the “blended learning” pedagogical approach will enable you to approach best practices with e-Learning modules, transpose them into your reality with group sessions, personalize them with asynchronous exercises, and prepare you to improve your customer relations.
Type of training
Training Notes
kick-off (1h); 4 e-learnings “customer centricity” (2h); 2 group sessions (6h); Sales posture and techniques: 1 adaptive learning (1h); 2 e-learnings (1h); 1 group session (3h); 1 individual simulation with coach (1h)
Private or personalized training
If you have more than 8 people to sign up for a particular course, it can be delivered as a private session right at your offices. Contact us for more details.
Request a quotePrivate or personalized training
If you have more than 8 people to sign up for a particular course, it can be delivered as a private session right at your offices. Contact us for more details.
Request a quote