Course : Public sector: optimizing customer relations
Practical course - 2d
- 14h00 - Ref. UBL
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 | Measuring the impact of service on user satisfaction in the public sector |
| Master the steps of a face-to-face customer interview |
| Apply techniques to conduct an effective interview with a customer |
| Adopt an assertive and reassuring posture to temper exchanges and capture the attention of your interlocutor |
| Argue and deal with objections to persuade while respecting others |
Intended audience
Any public service employee or manager wishing to improve customer relations.
Prerequisites
No special knowledge required.
Practical details
Exercise
Theoretical input, feedback and sharing of experience, individual and collective analysis, role-playing.
Course schedule
1 Integrating the spirit of service into the notion of public service
- Discover personal resistance.
- Confronting points of view.
- Take a broader view.
- Transforming obstacles into resources for success.
Group discussion
Individual analysis of one's relationship with the service approach, group sharing and search for solutions.
2 Understanding the challenges of service relationships
- Prioritize customer needs.
- Understand the impact of customer satisfaction on the relationship.
- Measuring loyalty.
Exercise
Exercise empathy with customers, structure their expectations and find appropriate solutions.
3 Making contact successfully
- Understand the impact of non-verbal communication on the customer's first impression.
- Structure your approach.
- Provide a structured introduction.
- Take the lead in the exchange.
Role-playing
Role-playing exercises, analyzed and debriefed by the group.
4 Getting to know your customer
- Understand how filters work.
- Master the art of discovery questioning.
- Develop active listening skills.
- Identify users' rational and irrational motivations.
Exercise
Questioning and active listening exercises.
5 Convincing
- Respect the essential steps for convincing.
- Turn the advantages of your offer into customized benefits.
- Avoid inappropriate words and behavior.
- Emphasize your speech with a congruent attitude.
Role-playing
Construction and argumentation work. Group analysis and debriefing.
6 Reassure the customer and conclude
- Manage your behavior in tense or conflictual situations.
- Differentiate between types of user resistance.
- Dealing with expressed and unexpressed objections.
- Know when and how to bring the conclusion.
Role-playing
Objection handling exercise. Group analysis and debriefing.
Publication date : 05/30/2024
PARTICIPANTS
Any public service employee or manager wishing to improve customer relations.
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.
Any public service employee or manager wishing to improve customer relations.
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
Dernières places
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.