Course : Managing day-to-day customer relations
Practical course - 2d
- 14h00 - Ref. ATL
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 | Understand the importance of customer loyalty in your sales strategy |
| Integrate the main rules of successful customer communication |
| Meeting customer expectations and building long-term customer relationships |
| Handling delicate situations |
Intended audience
All employees exposed to daily customer relations, who need to build loyalty and develop long-term service quality.
Prerequisites
No special knowledge required.
Practical details
Hands-on work
Situational exercises, role-playing and the gradual development of tools that can be used directly in the field.
Teaching methods
In addition to this training course, ORSYS provides Atlas members with mobile learning modules. They will be available 7 days before training and for 30 days after training.
Course schedule
1 Understanding the challenges of customer relations
- Represent your company.
- Be consistent with the company's strategic vision.
- Meeting customer needs and expectations.
2 Communicating for customer satisfaction
- Valuing the customer through questioning.
- Develop active listening skills to improve customer knowledge.
- Use reformulation and reinforce quality in dialogue.
- Consolidate empathy to adapt to all customer and company profiles.
- Develop additive sales.
Role-playing
Face-to-face or telephone interviews: information gathering and needs analysis.
3 Eliminating the risk of dissatisfaction
- Identify sources of customer dissatisfaction.
- Facilitate dialogue to reduce dissatisfaction: empathy, active listening.
- Establish a lasting relationship of trust with customers.
Role-playing
Filmed interviews: listening and dealing with dissatisfaction. Dealing with criticism, looking for ways to improve.
4 Building a loyalty approach
- Know your offer and that of your main competitors.
- Set objectives adapted to each type of customer.
- Enhance your competitive edge.
- Prepare common objections for all customer profiles.
- Identify attitudes and reasons for dissatisfaction.
Exercise
Draw up a summary table of common customer objections. Prepare your sales pitch for a successful sale (CAB method).
5 Develop customer relations in your business
- Master the specifics of telephone and face-to-face customer relations.
- Optimize your verbal and non-verbal skills to boost your effectiveness.
- Synchronize to develop relational quality.
- Develop assertiveness to overcome common objections.
- Mastering storytelling for better arguments.
- Managing emotions in dialogue and coping with tension.
- Practice self-diagnosis in customer relations.
Role-playing
Presenting and arguing an offer. Handling objections and managing tension. Leading to conclusion.
Customer reviews
4,7 / 5
Customer reviews are based on end-of-course evaluations. The score is calculated from all evaluations within the past year. Only reviews with a textual comment are displayed.
SACHA G.
27/07/26
5 / 5
The content is very interesting and engaging, thanks to the trainer.
CATHERINE M.
12/02/26
5 / 5
The trainer's professionalism
CHRISTOPHE B.
18/12/25
5 / 5
Excellent
Publication date : 09/03/2025
PARTICIPANTS
All employees exposed to daily customer relations, who need to build loyalty and develop long-term service quality.
PREREQUISITES
No special knowledge required.
TRAINER QUALIFICATIONS
The experts leading the training are specialists in the covered subjects. They have been approved by our instructional teams for both their professional knowledge and their teaching ability, for each course they teach. They have at least five to ten years of experience in their field and hold (or have held) decision-making positions in companies.
ASSESSMENT TERMS
The trainer evaluates each participant’s academic progress throughout the training using multiple choice, scenarios, hands-on work and more.
Participants also complete a placement test before and after the course to measure the skills they’ve developed.
TERMS AND DEADLINES
Registration must be completed 24 hours before the start of the training.
ACCESSIBILITY FOR PEOPLE WITH DISABILITIES
Do you need special accessibility accommodations? Contact Mrs. Fosse, Disability Manager, at psh-accueil@orsys.fr to review your request and its feasibility.
All employees exposed to daily customer relations, who need to build loyalty and develop long-term service quality.
PREREQUISITES
No special knowledge required.
TRAINER QUALIFICATIONS
The experts leading the training are specialists in the covered subjects. They have been approved by our instructional teams for both their professional knowledge and their teaching ability, for each course they teach. They have at least five to ten years of experience in their field and hold (or have held) decision-making positions in companies.
ASSESSMENT TERMS
The trainer evaluates each participant’s academic progress throughout the training using multiple choice, scenarios, hands-on work and more.
Participants also complete a placement test before and after the course to measure the skills they’ve developed.
TEACHING AIDS AND TECHNICAL RESOURCES
• The main teaching aids and instructional methods used in the training are audiovisual aids, documentation and course material, hands-on application exercises and corrected exercises for practical training courses, case studies and coverage of real cases for training seminars.
• At the end of each course or seminar, ORSYS provides participants with a course evaluation questionnaire that is analysed by our instructional teams.
• A check-in sheet for each half-day of attendance is provided at the end of the training, along with a course completion certificate if the trainee attended the entire session.
• The main teaching aids and instructional methods used in the training are audiovisual aids, documentation and course material, hands-on application exercises and corrected exercises for practical training courses, case studies and coverage of real cases for training seminars.
• At the end of each course or seminar, ORSYS provides participants with a course evaluation questionnaire that is analysed by our instructional teams.
• A check-in sheet for each half-day of attendance is provided at the end of the training, along with a course completion certificate if the trainee attended the entire session.
TERMS AND DEADLINES
Registration must be completed 24 hours before the start of the training.
ACCESSIBILITY FOR PEOPLE WITH DISABILITIES
Do you need special accessibility accommodations? Contact Mrs. Fosse, Disability Manager, at psh-accueil@orsys.fr to review your request and its feasibility.
This programme is an original creation, developed by the teaching teams at ORSYS Formation. Any reproduction, representation, adaptation or use, in whole or in part, without the prior written authorisation of ORSYS, is strictly prohibited. ORSYS reserves the right to take any action necessary to protect its intellectual property rights.
Dates and locations
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Remote class
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Date garantie en présentiel ou à distance
Session garantie
This programme is an original creation, developed by the teaching teams at ORSYS Formation. Any reproduction, representation, adaptation or use, in whole or in part, without the prior written authorisation of ORSYS, is strictly prohibited. ORSYS reserves the right to take any action necessary to protect its intellectual property rights.