Client relations the “satisfaction” attitude

Dowload this training brochure 2010 e-catalogue Contact Krauthammer View dates & book online

This training, devised for technicians, after-sales staff, administrators and back office, focusses on creating healthy client/supplier relationships - internal and external - and has the goal of optimising the way participants communicate with, and impact upon, clients. The final intention is to create favourable conditions for a constructive relationship - and new partnerships.

Client relations the “satisfaction” attitude

Dowload this training brochure 2010 e-catalogue Contact Krauthammer View dates & book online

Benefits :

• A positive contribution to improving corporate image
• A client relations service that ensures sales and follow-up sales of products/services
• Taking a positive view of difficult clients and situations
• Listening better to clients’ needs
• Ways to better control delicate situations: objections, negotiations, complaints
• Moving from a ‘supplier’ relationship to a ‘partner’ relationship

Client relations the “satisfaction” attitude

Dowload this training brochure 2010 e-catalogue Contact Krauthammer View dates & book online

Audience :

• Customer services,
• support functions,
• back-office,
• sales advisers,
• after-sales technicians,
• etc.

Any employee in direct or indirect contact with the client

Client relations the “satisfaction” attitude

Dowload this training brochure 2010 e-catalogue Contact Krauthammer View dates & book online

Day 1: Creating intimacy
- The quality of our personal image: the influence of our role on the company’s image
- Being concrete: the clarity of our objectives
- Active listening for fully satisfied customers
- The impact of the first contact

Day 2: Stimulating business
- Good questions to discover our customers’ needs
- Active references: transforming our customers into realpartners
- Creativity and imagination for better solutions

Day 3: Handling dissatisfaction
- Dealing with complaints and opportunities for improvement in our client relations
- Balancing a dialogue and being aware of our filter
- Meetings between partners: the key to future sales

Client relations the “satisfaction” attitude

Dowload this training brochure 2010 e-catalogue Contact Krauthammer View dates & book online

> Small groups: each group is comprised of between ten to twelve participants, depending on the host country, in order to ensure proper conditions for genuine individual development.

> Role plays and practical exercises: our teaching method stimulates self-knowledge, promotes awareness and leads to long-term behavioural change.

> Sequential: the training process involves 3-5 weeks’ application on the job between training days, allowing each participant to integrate the content long-term, and to take ownership of it in the form of new attitudes.

> Feedback: at the beginning of the day, each participant presents his or her feedback based on the concrete results achieved. The successes and/or difficulties are then analysed and commented upon, and the learning points transformed into a new action plan. The training day continues with new modules, according to the same process.

> The "blended" approach: before, during and after the training programme, the participant is asked to continue his or her learning process online to gather feedback from his or her colleagues with the 361°.