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Gestion de la relation client
Curriculum
3 Sections
13 Lessons
6 Hours
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Module 1 : Les fondamentaux de la relation client
5
1.1
Introduction
10 Minutes
1.2
Définition opérationnelle de la relation client
20 Minutes
1.3
Enjeu stratégique de la relation client
20 Minutes
1.4
Les 4 attentes psychologiques du client
30 Minutes
1.5
Les 4 piliers d’une relation client réussie
30 Minutes
Module 2 : La communication professionnelle
4
2.1
Règle des trois composantes
2.2
La voix comme outil
2.3
Vocabulaire positif et reformulation des phrases à éviter
2.4
Adaptation selon les canaux : téléphone, écrit, présentiel
Module 3 : L'écoute active et le diagnostic des besoins
4
3.1
Distinction entendre vs écouter
3.2
Les 3 niveaux d’écoute (passive, attentive, active)
3.3
Techniques de reformulation
3.4
Diagnostic du besoin implicite derrière la demande explicite
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