E-Client Relationship Management Training
Reference: EVAleader E-18A / Duration: 10 sessions of 1h30
Prerequisites / Target audience: This training programme is targeted at employees, independent workers or people looking for a job (use special promotion code -JOB- when contacting us). It concerns private workers and public workers.
This course has been specifically created for everyone who has to deal with clients by phone, email or face-to-face and who wishes to become a sales leader striving for a win-win mode, and a partnership-oriented relationship with clients.
- Know how to identify the various players, pinpoint the expectations of various types of clients and detect one’s own inefficient and usual types of behaviour (I want / I can / I must)
- Know how to adopt a ‘client-oriented’ approach, shift from transactional management to relational management and handle the relational models
- Know how to turn complaints into clients opportunities: individualize structured answers, master personal feelings and get to constructive compromises
- Know how to use all communication channels making telephone exchanges efficient and enjoyable, writing successful emails and making good use of social media as ways to multiply the message
Methods: Trainer input, ‘discovery’ and/or ‘questioning’ methods.
Techniques: illustration by examples, role-plays, active/inactive approach, repetition.
Strategy: Deductive and/or inductive strategies.
Means: Adapted and authentic training material.
Validation methods: Formative and summative assessment – Session follow-up report & Final individual training report.
Venue: Distance training in synchrone mode - Guidance via WEB-CONFERENCE software.