GROUP TRAINING 2019

GROUP TRAINING

CROSS FUNCTIONAL SKILLS

DEVELOP YOUR CUSTOMER FOCUS

Understand the keys to good customer relations: mastering the relationship, understanding priorities, managing difficult situations for all whose interpersonal relationships are key to the success of their work and participating in the performance of the company.

Digital Content

OBJECTIVES

• Understand that form matters as well as substance • Create rational comfort to optimize relationship and communication • Build an effective customer oriented argumentation • Manage objections with flexibility • Practice positive refocusing to decrease stress and better better manage situations of tension

PARTICIPANTS

For anyone whom interpersonal relationships are key to the success of their work. Any executive in touch with customers (internal or external).

PROGRAMME

• Putting yourself in the shoes of the customer:what are the expectations of customers in terms of service • Perception: the importance of form • Work on perception:the importance of form • Communication exercises (Popularisation, reformulation, active listenning, questionning) • How to develop your relational flexibility (REDI analysis) and adapt your communication • Discovery and listening go beyond the expressed need to discover the underpinning needs of the client • How to express features and concrete bene ts for the client • How to deal with objections - answering without weakness or arrogance • How to exit blocking situations with assertiveness using the DESC method

Prerequisites

• eLearning module on “The 7 principles of in uence” • REDI analysis

Organization

• 2 days • Face-to-face session • 11 participants • Attendance sheets and online course evaluation form

Teaching techniques: This interactive seminar is based on recognized and adapted communication tools(practical cases, games, video, scenario based on real cases etc)

Language: english

TRAINERS

Costs & Registration click here

External: EM Lyon

Programme manager: Natalie Harvey Coordinator: Linh Truong

TRAINING 2019

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