Training Objectives
Overall objective
- Empowering organizations to improve customer relationship management and the customer experience
Detailed objectives
- Understanding the basics of customer relations
- Share tools and best practices to improve it
- Learn these best practices through hands-on exercises
Who is this training intended for?
Target audience
Customer Service Representatives and Managers
Level
Beginner to experienced
Prerequisites
This course has no prerequisites
Training Program
A one-day training course divided into three modules, featuring role-playing exercises and practical case studies.
Module 01
The Basics of Customer Relations
- Concepts and definitions: customer relationship, customer satisfaction
Module 02
Customer insight
- Customer Profile
- Customer Relationship Lifecycle
- Customer expectations
Module 03
Communication style
- Adapting Your Oral Communication to Your Clients: Fundamentals and Best Practices
- Tailoring Your Written Communication to Your Clients: Basics and Best Practices
Teaching Methods and Adaptation
Teaching method
Active and Participatory Teaching Methods
The modules include role-playing exercises and practical case studies. Training materials are provided to participants at every session.
Adaptation of the training program
Can be adapted based on the company and employees' roles, for example, depending on the type of customer relationship (B2E—internal employees, B2B—service providers, etc., B2C—consumers, etc.) and the nature of the interaction (remote, in-person, etc.)
Practical Information
The training will take place at our offices (7th arrondissement, Paris) or at the company's premises, and/or via video conference
Each session can accommodate a maximum of 10 participants
Assessment of Learning Outcomes
Satisfaction Survey
Satisfaction is assessed at the end of the training.
Funding
This training course may be covered by your company's training budget.
Accessibility and Disabilities
Our training programs are accessible to people with disabilities.
For more information, visit our section Accessibility
Pierre-Olivier Bertrand
Senior Manager at Vertone & Customer Relations Trainer
