Customer orientation (course MOT0007)

Cours disponible en français ou en anglais - Training available in French or in English

 

Duration: 3 days over a period of 4 months and a fourth day of monitoring and improvement four months after the third day of class

 

Priorities :

 
  • Make yours the requirements of customer orientation.
  • Acquire the behaviors and techniques to stay customer focused.
  • Exercise using communication simple and concrete tools.
  • Gain a better self-control in difficult situations

 

Main program :

  • Self-knowledge and knowledge his way of communicating with internal and external customers.
  • The preparation of his attitude, form and substance of communication.
  • The definition of a goal before any oral or written communication.
  • The quest for quality and value added in all communications and tasks.
  • The total active reference to remain customer focused and provide value-added.
  • The development of listening and the practice of questions to remain customer focused in every situation.
  • Phone - reception and call to stay customer focused.
  • Written communication - receiving and transmitting to stay customer focused.
  • Email - reception and transmission to stay customer focused.
  • The impromptu visit of an internal or external customer.
  • Hosting an internal or external customer.
  • Communications difficulties management. Receiving and processing complaints.
  • The effective leaving in meeting or phone call.
  • The art of selling his ideas to an internal or external customer.
  • The organization of work and the management of time.

 

Participants :

Anyone interested

 


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