The Customer Service Excellence programme supports your teams in developing a standard of service that makes a difference right from the very first point of contact. It is particularly well-suited to customer-facing roles, notably in the hotel industry, catering, tourism and events. It develops practical methods for adapting oneâs approach, personalising interactions and handling sensitive situations professionally. For the organisation, it is a strategic tool for enhancing customer satisfaction, building customer loyalty and strengthening the brand image. For participants, it helps to enhance their interpersonal skills, their sense of service and their ability to turn every interaction into a positive experience.
FROM RELATIONSHIP TO CONNECTION
Module 1
module 1
Expertise in customer relations
âš Structuring and personalising communication using the SPCB method, by identifying the customerâs explicit and implicit needs.
âš Building a relationship of trust from the very outset through active listening, empathy and an approach tailored to the customerâs profile, whether in person or remotely.
âš Use AI to enhance preparation and personalisation to provide more relevant responses, particularly for key accounts and priority customers.
From customer tension to opportunity
module 2
Module 2
Managing complex situations
âš Adopting an assertive approach and managing your emotions to handle complex situations without aggression or defensive communication.
âš Dealing effectively with objections and complaints in order to turn dissatisfaction into an opportunity to build customer loyalty.
âš Structuring your responses using AI and training on real-life cases, then drawing up an action plan that can be applied directly in the field.
FROM DISTANCE TO IMPACT
module 3
Module 3
Customer relations and remote customer support
âš Mastering the principles of remote customer relations and conducting professional, structured and effective conversations.
âš Adapt your communication style and provide personalised follow-up to anticipate the needs, misunderstandings and subtle cues of Key Account and Privilege clients.
âš Use AI to prepare for, conduct and follow up on client interactions, as part of a proactive approach to customer success.