Objective

In order to improve and maintain the “perception of service” at its best level, professionals in direct contact with the customer must be able to mobilize 5 active principles of customer relations, namely understanding the customer journey, professional manners, relational/behavioral excellence, sales techniques and digital communication.

It is in order to meet the needs of companies and professionals that we have developed this training course, which is backed by the “Managing customer relations effectively” certification.

This certification is registered in the Specific Directory established by France Compétences (file N°RS6018)

The strong points

  • Involving training that makes you want to act, with exercises and other practical cases constantly punctuating the learning process
  • The experience of the trainers, their passion to transmit
  • The follow-up of our trainees: once the training is completed, the trainer will not leave for the moon… You can always ask him/her to come back to you.
  • Once the training is over, you can always contact the teaching team who will be happy to answer your questions

Who is it for?
This training course is designed for all employees who work with customers (reception, telephone operators, guest relations, sales force, etc.) in various sectors, for example

  • hotels, restaurants, tourism
  • travel
  • commerce/sales
  • events

The pedagogical process of this training course is built on a subtle combination of theoretical contributions and role-playing exercises: at the end of the course, participants have resources and knowledge that can be used in their daily lives.

  • Numerous situational exercises to help the trainees anchor what they have learned
  • Regular follow-up of the trainees, to encourage their professional development
  • Training methods: either 100% face-to-face, or 100% remote (virtual classes), or “blended” (mixed face-to-face + virtual classes)
  • Details on the face-to-face modality: the training sessions alternate between a training room, equipped with a video projector, a paperboard, and all the materials/accessories conducive to good teaching, and real or reconstructed “field” situations.
  • We have not forgotten other important aspects, notably those that promote conviviality! (coffee machine, etc…).
  • None, except for mastering French (training given in this language).
  • To register: an initial telephone interview is carried out to check that your expectations and needs are in line with the objectives of this training. Then we will send you registration documents (registration form, contract or training agreement), or we will explain the registration procedures via the “moncompteformation.gouv.fr” platform (independent registration)
  • We summarize all the useful and legal information related to this training (detailed program, schedule confirmation, modalities of animation, modalities of evaluation, provisional dates…).
  • The registration is effective after reception of the required documents, and of the payment (according to the legal framework in force), or of its confirmation.
  • Registration requests can be sent up to 10 days before the beginning of the training.
  • Accommodation, food and transportation costs will not be included in the training fee that will be communicated to you.
  • Do not hesitate to contact us, we will assist you with your application for funding (CPF, or other professional training).
  • Accessible
  • Concerned about the quality of the reception of people with disabilities, we advise you to contact our services to study possible adaptation measures, according to your specific situation. We can also – if necessary – direct you to our network of experts in the field of disability, to facilitate your learning.
  • The attention of the client (Management and/or HRD) is drawn to the access modalities for people with disabilities. We provide them with the list of actors allowing their orientation. This is specified in each commercial proposal.

Individual objectives and acquired knowledge will be collected

  • INTER training: by telephone or videoconference, before the final registration, in order to validate the adaptation of the profiles to the announced contents.
  • INTRA training: via exchanges with the training manager or project manager, before the start of the training, to adapt the program which will be personalized, if necessary.
  • Quizzes and multiple-choice tests can also be used to assess the learners’ level of knowledge.

Targeted competencies

The purpose of this certification is to certify the acquisition of 12 skills, thanks to a “360° customer relations” course:

0 heures
minimum

Evaluation of the skills acquired through the training

  • Training linked to the certification “Managing customer relations in luxury hospitality”, for which FRENCH TOUCH ATTITUDE is the certifying body
  • Exercises of reconstructed oral situations, case studies, oral questioning
  • Possibility to take the test for the skills not acquired (according to the terms and conditions defined in our general certification rules that can be downloaded (see link).