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Distancing for the customer relations
The Essentials
Distancing for the customer relations
Digital (1h)
Digital + Distance (1h + 4h)
Digital + Face to face (1h + 7h)
Public price : 2272.80€
Presentation
Distancing for customer relations allows you to understand how to integrate barrier gestures at each key stage of the customer journey while preserving the quality of the relationship.
The strengths of the training
- The 8 parts of the module are autonomous: their order can be personalized and it is possible to propose only a part of them
- At the end of the module, a quiz is used to check that the module’s content has been properly understood. This quiz depends on the modules actually followed
- At the end of the module, a summary sheet containing all the topics covered can be downloaded
- The role of the manager in promoting barrier gestures (face-to-face or distance learning module)
Objectives
- Enrich communication to compensate for physical distance
- Understand the levers of a quality customer relationship
- Integrate the postures that facilitate the entry into a relationship with the customer at each stage of the journey
Objectives of the digital module +
- Acquire the barrier gestures that are essential to the exercise of one’s profession
- Take into account the customer’s emotional state to ensure a successful relationship
- Mastering the different registers of communication to adapt to the situation
Objectives of the digital module +
- Acquire the barrier gestures that are essential to the exercise of one’s profession
- Take into account the customer’s emotional state to ensure a successful relationship
- Mastering the different registers of communication to adapt to the situation
Program
Embodying the attitudes of enchantment
- Using your posture to offer a unique and differentiating relational experience
Taking account of customers in the queue
- Make waiting time pleasant for your customers
- Provide explanations to make customers want to wait
Welcoming and explaining protective measures
- Give a warm welcome to your customers
- Reassure by explaining the organization that protects the customer
Handling a customer who does not respect the barrier gestures
- Taking into account the emotional state of the customer
- Being assertive and maintaining the relationship
Guiding the customer to a clothing fitting
- Putting the customer at ease to make the fitting a pleasant experience
Greeting a customer at the checkout
- Making the customer feel secure when paying at the cash desk
- Taking care of the customer’s taking leave to build loyalty
Serving a customer who has come to collect their order
- Guiding the customer in the organization of the collection of goods
Thanking a customer for their visit
- Checking the customer’s satisfaction and greeting them as they leave the store
Content of the digital module +
Understand the impact of distancing on the customer experience (Individual activity)
- Appropriate changing customer expectations and needs
Understanding the customer’s emotions (Individual activity)
- Appropriate the different phases and practices of questioning to better take into account the customer’s emotions
Accompanying throughout the customer journey (Tutored virtual classroom)
- Provide a personalized welcome at each stage of the journey
Accompanying non-compliance with barrier gestures (Tutored virtual classroom)
- Understand the reasons for non-compliance with the barrier gestures
- Demonstrate pedagogy at each stage of the process
- Adopt an assertive posture to ensure compliance with the barrier gestures
Content of the digital module +
Understand the impact of distancing on the customer experience
- Appropriate changing customer expectations and needs
Understanding the customer’s emotions
- Questioning to better take into account the customer’s emotions
- Reassure through new gestures
Accompanying throughout the customer journey
- Provide a personalized welcome at each stage of the journey
- Promote the implementation of Barrier Gestures that protect the customer and the teams
Accompanying non-compliance with barrier gestures
- Understand the reasons for non-compliance with the barrier gestures
- Demonstrate pedagogy at each stage of the process
- Adopt an assertive posture to ensure compliance with the barrier gestures
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