Purpose
Equip yourself and perfect your skills to interact ethically and easily with clients in order to maximize their satisfaction, collaboration in teams and productivity.
Learning Objectives
- Become aware of the impact of the quality of client service offered on a daily basis.
- Situate your role with clients and develop interaction strategies that ensure quality service.
- Identify your areas of vulnerability as well as those of clients in order to adapt your approach, keep calm and conserve energy.
- Acquire communication techniques aimed at maximizing satisfaction and better supporting clients.
Breakdown
Presentations, reflections, discussions (30%); workshops, exercises and practice (70%).
Contents
Introduction and context
Understanding the expectations of your organization in terms of client approach
Exercises and presentations:
- The expectations of my organization and my sector
- Skills and attitudes required to reach client approach objectives
Client approach
- Profile: Who is my client (internal and external)?
- Activity: Developing the service reflex
- Impact and importance of your role
Exercise: Major difficulties in terms of the quality of client service
Quality of service
- Workshop on the impact of quality service offered to clients
- Satisfied and unsatisfied needs
- Emotional management
- Communication styles: targeted activities
- Self-evaluation
- Quiz and exercises in subgroups
Client approach
- Contact methods
- The four steps of the client approach
- Influence in client approach: a skill of choice!
- Triangle of complicity: focus on difficult situations
- Client approach and communication techniques: practical exercises (E.B.S. – why/benefits)
- Various techniques to try out!
- Situation: practice
- Make the client accountable
Professional tips for internal and external client approach
Improvement plan for my client contact
Training program evaluation