Course : Manage customer relations as part of your projects
Practical course - 2d
- 14h00 - Ref. RLP
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 | Support customer requests in projects |
| Developing the right contractual reflexes |
| Creating a win-win relationship |
| Master the golden rules of customer relations |
Intended audience
Project directors, technical directors, project managers, consultants.
Prerequisites
Good basic knowledge of project management. Experience in team management desirable.
Practical details
Hands-on work
Theoretical input, practical work, role-playing...
Course schedule
1 Drawing inspiration from the commercial relationship to adapt your communication
- Use the concept of brand image.
- Be responsible for project communication.
- Use communication tools in customer relations.
- Understanding the customer while protecting the relationship.
Exercise
Exercises on communication and customer relations.
2 Meeting commitments
- Understanding customer satisfaction within a contractual framework.
- Identify the challenges and risks of transparency, and determine its limits.
- Identify moments when requests are overflowing or slipping.
- Implement relationship strategies.
- Alternate between intuitive and controlled communication.
Case study
Analysis based on case studies provided by participants.
3 Separate the request from the order
- Manage customer urgency.
- Distinguish between urgency and haste.
- Detect the effects of pressure or manipulation.
- Use strategies: questioning/reformulating and listening.
Role-playing
Case-based simulations. Self-diagnosis of life positions and win-win exchanges.
4 Analyze the impact and challenges of new demand
- Identify customer needs and priorities.
- Give the customer visibility and remain firm on costs.
- Remain positive and give reasons for refusal.
- Contractualize any additional requests.
Hands-on work
Workshops on taking a step back, processing and contractualizing different customer requests.
5 Manage changes in a short timeframe
- Evaluate and quantify the new workload.
- Draw up schedules and integrate deadlines.
- Negotiate or renegotiate the service.
- Associate a load with a deadline and a schedule.
Role-playing
Analysis and role-playing based on case studies provided by participants.
6 Refuse a request and maintain customer relations
- Evaluate the real costs of a positive response.
- Measure the real risks of refusal.
- Express refusal with consideration.
- Negotiate based on customer needs.
- Manage your emotions and those of your customers.
Role-playing
Self-assessment of assertiveness. Simulations on communicating refusal.
Customer reviews
4,3 / 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.
JEAN-PAUL V.
13/08/26
5 / 5
A very good training course – very comprehensive and with plenty of discussion.
CÉLINE G.
13/08/26
4 / 5
Although I was already familiar with most of the tools presented, this training course provided real added value thanks to the exchange of experiences between participants and the many points for reflection that were raised. The quality of the delivery was also a highlight: relevant clarifications, practical scenarios and the trainer’s exemplary application of her own advice, which reinforced the credibility and impact of the messages conveyed.
SUZIE D.
13/08/26
4 / 5
I thought there would be more practical solutions presented, more set phrases, and more real-life examples
Publication date : 06/11/2024
PARTICIPANTS
Project directors, technical directors, project managers, consultants.
PREREQUISITES
Good basic knowledge of project management. Experience in team management desirable.
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.
Project directors, technical directors, project managers, consultants.
PREREQUISITES
Good basic knowledge of project management. Experience in team management desirable.
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.
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Remote class
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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.