Improving welcoming attitudes and behaviours

2 days 
On entering the organisation a customer will immediately be faced with its culture through the behaviour and attitudes of the staff.

Module objectives

• To improve reception skills and behaviours
• To develop skills which will provide customers with an unforgettable experience
• To master the welcoming skills which portray the strength of the organisation

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Optimising the image of the company through the improved image of individuals

1 day 
Every employee embodies, through his knowledge and behaviour, the image of the company of which he is effectively an ambassador.

Module objectives

• To perfect the overall image which each employee demonstrates
• To enhance skills for adapting attitudes and behaviours according to those of the client
• To improve the approach to personal presentation (from physical appearance to gestures)

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Elevating the standards of the company

2 days 
The level of service is directed to meeting the expectations of the client at all times , by individuals reacting appropriately to ensure daily service quality is conducive to the image of the company.

Module objectives

• To transform a business relationship into a convivial one
• To provide an understanding of customers’ expectations from perceived quality to delivered quality
• To improve skills aimed at providing all customers with a unique and unforgettable experience through service in line with the company image

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Achieving service excellence

2 days 
All individuals in the organisation are responsible, on a daily basis, for self evaluation of the service levels provided by them. Additionally it is the responsibility of the manager to support his team with the ongoing objective to achieve service excellence.

Module objectives

• To develop leadership skills
• To provide enhanced self awareness abilities resulting in the better understanding of others
• To improve the manager’s communicating skills necessary for sharing his vision with the team

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Anticipating and managing conflict

2 days 
All individuals in the organisation are responsible, on a daily basis, for self evaluation of the service levels provided by them. Additionally it is the responsibility of the manager to support his team with the ongoing objective to achieve service excellence.

Module objectives

• To develop leadership skills
• To provide enhanced self awareness abilities resulting in the better understanding of others
• To improve the manager’s necessary communicating skills for sharing his vision with the team

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Process Communication Model ® Level I Individualising communication and management

3 days 
It is often difficult to communicate with people having different personalities.
A process has been developed by Process Communication ® to address this problem which includes self management, managing others, coaching, selling and negotiating.

Module Objectives

• To provide a means of understanding our personality structure in order to use all our strengths therefore offering the best of ourselves
• To improve and develop communication skills by understanding of oneself
• To explore the importance of accepting the personality of others and adapting to theirs in order to form strong and durable working relationships

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Process Communication Model ® Level II To enhance the Process of Advanced Communication

2 days 
Having understood the basic concepts of Process Communication ® with all the facets associated with different types of personalities and effective communication, a need to apply the principles of Process Communication ® in practice is necessary.

Module Objectives

• To reinforce the application of the diagnostic grid of the 6 personality type
• To understand the dynamic of ‘Phase’ changes and the development of individuals
• To understand the importance of psychological needs in terms of motivation for application
• To gain an understanding of the importance of individuals based on the ‘base’ and ‘phase’
• To reinstate effective communication following difficult situations and to prevent their recurrence

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Coaching

These coaching sessions in situ, can take place weeks or months after the formal training.
The sessions aim to help employees to deploy their skills in real sales or service situations with total respect for the environment and constraints of the company.

This step is both beneficial for the employee who is accompanied and advised in the setting up of service agreements and for the manager who is coached throughout the day using managerial tools adapted to the relevant situation, the profile of his team and expectations of clients. These expectations will dicatet how his team operates with a view to continually providing excellent customer service.

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MF | FORMAPRO is your key partner to support your openings, create innovative concepts, improve the quality of your services, develop your image and train your teams.
We carry out a complete audit of your establishment. Our experts guide you in defining your objectives and your indicators.

Our audit and consulting missions guarantee you:

  • Clear results to improve your offers
  • An optimization of your internal organization
  • A reorientation of your objectives according to the expectations of your customers

You have a project, ask us so that we put you in touch with the expert meeting your search criteria.

Step 1 – Come on site for 2 days: visit of the establishment, knowledge of the problems encountered, data analysis and implementation of an action strategy as part of a personalized support

Step 2 – Weekly or bi-monthly follow-up (depending on your needs), then a quarterly site visit

We adapt to the specificities of each company by providing a tailor-made offer.
We put all our expertise and skills at the disposal of our customers in order to achieve your primary goal: optimizing your performance!

The support is recommended for a minimum duration of 6 months in order to guarantee the implementation of effective actions and be able to measure the first results.