Action themes
The basic principles of “customer relationship” :
• positive programming
• the prism of prejudices
• the Pygmalion effect
• the art of questioning
• total listening
The commercial behaviours :
• assertiveness as a communication tool : the weights “message” and “relationship”
• handling difficult situations : 3 reflexes to restore the balance of communication
The customer partnership
• handle the partnership meeting : 6 steps to go from customer to active recommendation
• the LEON attitude : collect information to create extra business
• handling complaints : an opportunity for improvement
The “internal” communication
• assuming one’s responsability : commitment as a source for motivation
• the art of selling one’s ideas in one’s own company
• handling inter-personal conflicts
Planning
2 days of inter-active training spread over 2 months
For customised programmes, contact us