Customer dispute management
Duration :
2 days
Prerequisites :
None
For whom :
Employees with commercial functions (Customer Service, After-Sales Service, Manager, etc.).
Given at the end of the training :
Training Certificate
Net price - Individual / Inter-company :
1200 €
The premises chosen by Humanissue Consulting are accessible to people with reduced mobility.
The locations are determined by the co-contractors. For individuals with disabilities not related to mobility, we recommend the training organization CCI Formation, which collaborates with HandisupAuvergne: http://www.handisupauvergne.org/qui-sommesnous/
VAT not applicable, Article 293B of the French General Tax Code
Pedagogical Manager :
Pierre JAUSSI
- Knowing how to defuse aggressive behavior.
- Understanding the origins of aggression.
- Knowing how to practice proactive listening.
- Having notions of NLP (Neuro-Linguistic Programming) and TA (Transactional Analysis).
- Knowing how to establish an action plan for resolving a dispute.
15 janvier 2024
- Understanding the origins of aggression
- Cognitive and hormonal processes
- Communication processes and challenges
- Transactional analysis in the service of communication
- Neuro-Linguistic Programming (NLP) for de-escalation
- Mastering non-verbal communication
- Mastering verbal and para-verbal communication
- Developing listening skills
- Identifying conflict resolution channels
- Conflict resolution matrices
- Nonviolent communication
- Knowing how to anticipate
- Developing emotional intelligence
- Knowing how to forgive
Sessions open with a minimum of 4 trainees. A maximum of 3 months delay between the request and the execution of the service, provided the opening conditions are met.
- Welcome booklet.
- Internal regulations.
- Practical sheets.
- Course materials.
- LMS platform link.
- End of seminar: Multiple-Choice Quiz (QCM).
- Real-life scenario.
- Company questionnaire 1 month after the training.
- Phone interviews within 5 to 6 weeks.
Executive Assistant :
Maëva JAY
- Video equipment (projection and video recording).
- Whiteboard. Blank sheets.
- Post-it notes.
- Role-playing games.
- Written and online exercises (multiple-choice questions, quizzes).
- Systemic approach.