Accueil Magnetic Formation

Relation clients

Sunday 19th of May 2013

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Formation à la Relation Clients - Lille, Nord (59)

Contenus des formations en relation clients - Face à face ou au téléphone

Formation La qualité de la relation client au service de la performance (accueil niveau 2)

Objectifs :

Communiquer efficacement en situation d’accueil
Adapter l’environnement et les moyens alloués
Adopter les attitudes adaptées à chaque client
Intégrer une méthode « mnémotechnique » permettant d’optimiser sa pratique

Durée : 1 jour

Contenu pédagogique :

1/ La communication performante : les apports de la P.N.L.
La règle des 5 x 20
Les attitudes communicantes
Les synchronisations

2/ La prestation de service « accueil » dans la chaîne de valeur ajoutée
Le marketing de l’accueil

3/ Les niveaux de participation du client
Intellectuelle
Affective
Physique
Les déceler, s’y adapter

4/ La charte de l’accueil service
Les contraintes
Les engagements
La promesse de l’Entreprise

5/ Les grandes tendances du « client d'aujoud'hui »
Comparateur de prix
Inconstance consumériste
Gestionnaire
« Publiphile »
Comptable de son temps
Etc.

Méthodes pédagogiques :

Apports de techniques et méthodes
Exercices et entraînements pratiques
Restitution
Simulation personnalisée
Analyse, débriefing et validation

Tarif formation intra-entreprise :

800 € HT par jour pour un groupe jusqu'à 8 personnes

Dates et lieu :

A définir avec l'entreprise

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Magnetic Formation continue - 58 bis route de Genech 59830 Cysoing - Tel 03 20 59 72 45 - Fax : 09 72 16 44 55