Professional management of customers

Workshops and seminars on active listening techniques and questioning to promote a culture of attentive and empathic communication. How to integrate effective listening practices into organizational strategies and decision-making processes to mediate conflicts and facilitate conflict resolution.

The evaluation of the acquired techniques is performed through exercises. During the course Role-play and situational scenarios are essential. At the end of the seminar, training is validated with a proficiency-testing exam attested by a course-completion certificate. 

Online course support. A secured access allows the download of course material after subscription.

Chapters

Dynamics of communication

• Specifics of direct et telephone contact
• Tone, rhythm and emotion of the voice, standard sentences and keywords
• Active listening, orientation and conclusion
• Questioning methods, release and conclusion

Greeting practices

• Writing a quality greeting charter
• Principles of the emotional management of complaints
• Processing of special cases, state of mind and respect for priorities
• Exercises for skill monitoring

At the end of the training, participants will have:

• Established practical procedures for answering and processing calls;
• Understood the parameters of a quality greeting;
• Acquired new skills to improve customer relations.

Terms and conditions

During the course, a snack is served to all participants. Fees have to be paid on time of subscription.  50% is reimbursed in case of cancelation 14 days prior to the seminar. For any cancellation done less than 2 weeks before the course, fees are unrefundable.