Séminaire S-EL0061 - Handle Unhappy Clients with Empathy

Public cible

Everyone in contact with customers Before you register for the course, please take note of the notice regarding the display of your personal data.

Objectives

When faced with an annoyed or frustrated customer, it's not enough to simply provide more information. This course explains how to create a genuine human bond over time, that will prove invaluable in resolving problems and building customer loyalty.
 
By the end of this training, you will be able to
  • manage difficult conversations and
  • win back customer loyalty through an empathetic approach.

Content

Programme :
1. Harness the four-step empathy process to manage an unhappy customer.
2. Create a human connection.
3. Demonstrate empathy towards unhappy customers.

Notes

Important note regarding your personal data 

When accessing the e-learning platform via Moodle-LLLC, you will first need to update your user profile with the desired configuration.

If you do not want your name and/or email address to be visible to other learners, you then have the possibility to

  • replace your name with an Alias of your choice in the corresponding field and/or
  • completely hide your email address from the other users. This configuration can be made by accessing the settings in your user area.

The detailed procedure (step by step) for adapting the configuration will be continuously available in your Moodle-LLLC area, which you will have access to once you registered for the e-learning course.

Sessions

16.09.2024
Accès au e-learning pendant 6 mois après inscription
E-Learning
Online
75 €
16.09.2024
Access to e-learning for 6 months after subscription
E-Learning
Online
75 €
16.09.2024
Zugang zum E-Learning für 6 Monate nach der Einschreibung
E-Learning
Online
75 €