Customer services / call centers
    Customer services / call centers
Customer relations jobs require specific profiles with multiple skills. Recruiting, training and managing the skills and careers of your associates are strategic ventures.

Beyond acquiring the fundamentals, our training emphasizes the capacity of customer relations professionals to influence and adapt.

Our themes, personalized to your needs, take into account the following dimensions :

Behavioral (attitude, language)
  • Technical (know-how)
  • Specifics to your work
    (semantics, ethics…)
  • To manage and accompany

> Create or optimize a platform for customer
relations managing

  • The keys for administering a customer relations managing platform
  • Manage a team of telesales persons and teleprospectives
  • Manage a team of technicians
  • Manage a back office
  • Manage a claims and recovery service
  • Mobilize a team of teleconsultants, telesales, teleprospectives
  • Coaching of teleconsultants
  • To recruit and train

> The specific techniques for recruiting teleconsultants, telesales and supervisors

  • Training the trainers (I) : mastering the fundamentals
  • Training the trainers (II) : Pedagogic methods
  • Training the occasional trainers : how to optimize your animations ?

> To acquire and advise

  • How to greet and advise by telephone ?
  • Develop one’s relational potential in technical support
  • To optimize your use of e-mail
  • Writing commercial letters
  • Telephoning in english

> To conquer, sell, and loyalize

... Distance customers

  • Efficiently prospect and meet by telephone
  • Mastering pro-active sales and techniques to reconquer by telephone
  • Recovery by telephone

    • ... Face to face

  • Become proactive when facing potential clients
  • Acquire and master the fundamentals of face-to-face negotiations
  • Loyalize your best customers… and get new ones
  • Developping one’s potential
  • Improve your powers of persuasion
  • Efficiently manage the time of you and your team
  • Anticipate and control conflicts
  • Maximize the impact of your public presentations
  • Be assertive without imposing in risky situations
  • Directing change within an organization: how to change potential gains into real ones ?



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