Goals
Understand the added value of effective claims management
Develop the ideal approach to handling complaints
Manage complaints in a methodical and agile manner
Deliverable
Training memo booklet given to each participant.
Prerequisites
Master sales techniques.
The advantages of the training
You will use a simple method to respond to different situations.
You will train through scenarios and improvisation sequences.
You will discover the emotional intelligence diagram to develop your empathy and social skills.
Program
Introduction
1 – Customer complaints, an opportunity to build loyalty
Define customer expectations
Identify the causes of complaints
Develop added value and build customer loyalty
2 – The posture to favour during the relationship
Understand the dimensions of your emotional intelligence
Recognise and accept the customer's emotion
Understand the impact of your communication
3 – Successful steps for handling a claim
Adopt a complaints management method
Ask open-ended questions
Train yourself to manage situations experienced with agility
Conclusion and action plan
Concerned public
Anyone dealing with customer complaints face-to-face.
Seats
10 participants maximum, 4 participants minimum.
Dates
Intra-company format: dates to be organised together according to your needs.
Please note: we do not offer this inter-company training.
Rate
Contact us.
Practical information
Animation at the customer's premises or in a dedicated space.
Training accessible to people with disabilities, contact us to find out more.
Expertise in:
Spoken languages :
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Goals
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Delphine Dupuis
With 18 years of experience in retail as a team manager, Delphine has been a consultant trainer since 2014. She supports retail companies in their performance by promoting employee skills development through the facilitation of training, engineering and operational support in the field. Certified in DISC, WPMOT and Emotional Intelligence tools, she advocates kindness, team spirit and sharing in her interventions. Her motto during her training: “A good manager is a manager who knows oneself!” ".
Expertise in:
Management, Sales
Spoken languages:
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