Customer service is at the forefront of the company-customer relationship.
With the immediacy of digital, customers express their dissatisfaction faster - and sometimes virulently.
This constant pressure makes the profession more exposed than ever before, withnumerous effects on employees: acute or chronic stress, feelings of injustice or powerlessness, emotional wear and tear, loss of motivation, disengagement, declining self-confidence, even sick leave, burn-out and early departures.
The consequences for the company are equally serious: high staff turnover, loss of talent, lower quality of service, damaged brand image...
Thanks to a concrete, interactive approach, our training course gives your employees the tools they need to deal with verbal and written aggression, regain their composure on a daily basis, and reinforce their commitment to customer service.
- Acquire the tools and resources to identify, understand, express and use your emotions and those of your customers to better manage written and verbal aggression within the Customer Service department.
- Strengthen understanding of diversity and take advantage of its benefits to support each other.
- Set up new healthy routines to achieve serenity and performance at work and in interpersonal relationships.
Public: Customer Service Managers and their staff. Groups of up to 12 participants.
Duration: 4 half-days of face-to-face training, 15 days apart, plus a 4-week practice phase before the final module with a Q&A session. 2 hours of personal work before and between sessions.
Prerequisites: Open-mindedness, willingness to understand each other better and develop new skills.
Teaching method: Pre-course questionnaire 'My level of Emotional Intelligence', questionnaire 'My behavior in stressful situations', photolanguage, exercises and role-playing, video sequences, experience sharing, improvement plan.
Learning method: 20% theory, 80% practice and exchange of experience
Assessment methods: questionnaire at the end of the course.
Format: face-to-face
Languages: this course is available in French, English and German.
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