Management

Manage the Customers
 » Manage the Customers

This course aims to :

• work on the concepts of service and quality to the customers
• To make a customer a key partner

It is addressed to:

            New officials in charge of clients (Business Unit)
           Managers who need to respond to the essential concepts of the new economy 

It includes the following programs:

• Services
  • To work on strategies of negotiation, listening to the coded messages, fruitful       discussions, positive presentations and vision, reading charts, networks.
  • To work on the implementation of a new business challenge: Table of quantitative and qualitative measures. Daring moments of truth.
  • To work on ever-changing needs and expectations.

• Communication and relationships
  • To work on  positivelistening and on a PNL approach.
  • To work on the emotional approaches and the ways of communication.
  • Manage  difficult personalities.

• Satisfaction and quality
  • Development of a plan and measurable actions.
  • Working on expected satisfaction, and peceptions.
  • Approach of a measurement tool

• Special and dedicated tool to understand the requests and needs : MOVE

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