Description And Objectives

This training aims to share (or remind) the principles of effective interpersonal communication and to provide a proven 8-step methodology for successfully managing a dissatisfied client. Note that this methodology can also be applied to other contexts of tense relationships between individuals.

The training will also help to better understand the process of request management, enabling managers and coordinators to better manage each step with message templates to communicate as the process progresses, in order to standardize responses and minimize stress when it comes to saying "no" or announcing bad news (such as delays or cancellations, for example) to the person making the request.

Objectives :

During this training, you will discover a proven methodology from the call center industry that will enable you to communicate effectively by actively listening and focusing on the only thing you control in this situation: the relationship with the person making the request or expressing dissatisfaction.

You will also have access to tools and methodologies to reduce your own or your team's stress in managing requests and dissatisfied individuals, regardless of their nature.

Training Plan

The following topics will be covered :

Review of interpersonal communication dynamics and their challenges
Identifying the types of requests that can be made and typical expectations for these requests
The importance of managing expectations and what you can control in managing them
Managing expectations versus managing the problem
Choosing the most appropriate mode of communication depending on the situation (in person, phone call, email)
The 8 proven steps for effectively managing difficult customers
Understanding the process of managing requests
Understanding how to facilitate expectation management and minimize stress within a service by using email templates for each step of the process

Teaching approach :

Presentation of theory and tools on-screen
Interactive discussions at various points throughout the training to help participants understand the concepts
Workshop with role-playing exercises to put into practice and master the 8 proven steps for managing difficult customers.

Target Audience

Director of service, team manager, process or request management coordinator, or any professional who wishes to improve their communication and influence skills in relational contexts that may be tense or complex.

Trainer

Stéphane Lagrange

Strategy, marketing and customer experience consultant

With more than 20 years of experience in digital marketing, sales and business development, Stéphane helps organizations better understand their customers in order to attract, serve and retain them more effectively. As the founder of digital marketing agency Webtarget, he has contributed to the content marketing strategies of BDC, TELUS Business, Les Affaires and The Economist. He has closely followed the evolution of the discipline through the Content Marketing Institute since 2010.

An entrepreneur who has founded five companies over the past 25 years, Stéphane is also a management consultant and business coach. This dual expertise allows him to connect marketing strategy with the realities of the teams responsible for putting it into action, from senior management to customer service. As a trainer and speaker, he has worked with professionals from more than 60 organizations and regularly delivers sessions on digital marketing, customer experience and the evolving role of AI in business.

Stéphane's trainings at Isarta

Content marketing strategy

Managing dissatisfied customers