Be Customer-oriented
internally and externally
For a company, being customer-oriented means understanding at all levels that the excellence perceived by clients goes far beyond mere compliance or the technical performance of a product or service.
This extra touch, which we find in exemplary client relationships, elevates a compliant service and transforms the experience into something unforgettable.
At MotivAction, we believe that this customer-centric approach is a unique mindset in all our professional relationships, whether internal or external to the company. As always, with us, this mindset is the result of both relational expertise and the right attitude, which we are committed to passing on
Be Customer-oriented
internally and externally
For a company, being customer-oriented means understanding at all levels that the excellence perceived by clients goes far beyond mere compliance or the technical performance of a product or service.
This extra touch, which we find in exemplary client relationships, elevates a compliant service and transforms the experience into something unforgettable.
At MotivAction, we believe that this customer-centric approach is a unique mindset in all our professional relationships, whether internal or external to the company. As always, with us, this mindset is the result of both relational expertise and the right attitude, which we are committed to passing on
Be Customer-oriented
internally and externally
Training
For a company, being customer-oriented means understanding at all levels that the excellence perceived by clients goes far beyond mere compliance or the technical performance of a product or service.
This extra touch, which we find in exemplary client relationships, elevates a compliant service and transforms the experience into something unforgettable.
At MotivAction, we believe that this customer-centric approach is a unique mindset in all our professional relationships, whether internal or external to the company. As always, with us, this mindset is the result of both relational expertise and the right attitude, which we are committed to passing on
Prerequisites
No prerequisites are required.
Indicative duration
Intensive training of 2 x 7 hours over approximately 2 months.
Training methods
During the first half-day dedicated to discovering the fundamentals, each concept is introduced using the following structure:
- Trainer’s questioning and participant reflection;
- Coaching the reflection through questioning;
- Debriefing;
- Formalizing the key takeaways.
For the remainder of the training, relational practices are explored through short written reflections and role-playing exercises.
The course strongly emphasizes an active learning approach, with role-playing exercises accounting for 70% of the total training time.
Objectives
- Identify the fundamental behavioral and interpersonal aspects of communication;
- Practice active and effective listening;
- Master client reception, both over the phone and in person;
- Prepare and conduct outbound phone calls;
- Develop effective written communication (including email correspondence);
- Handle customer complaints professionally;
- Learn to say “no” with confidence and tact.
Assessment method
The entry level is assessed through a qualitative placement test that participants complete before the training.
Throughout the training, the knowledge and skills taught are evaluated through performance analysis during role-playing exercises and a quiz at the end of each day.
Accessibility for people with disabilities
For individuals with disabilities, please contact us. Together, and with the help of our network of experts, we will determine the necessary accommodations to ensure your training experience is as smooth as possible. All your needs for support will be taken into account.
Indicative price for 2 full days (7 hours each)
€900 (excl. VAT) per participant.
Groups consist of 8 to 10 participants per session to ensure sufficient time for role-playing exercises.
Access terms and deadlines
To make a request and schedule a training start date, please contact-us.