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Prérequis
Maitrise du français, Connaissance des bases de la relation client.
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Coût
Possibilité de devis individuel ou intra-entreprise.
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Durée
2 jours
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Heures totales
14 heures
![](data:image/svg+xml,<svg display="block" role="presentation" viewBox="0 0 32 32" xmlns="http://www.w3.org/2000/svg"><path d="M 3 0 C 1.355 0 0 1.355 0 3 L 0 16.333 C 0 17.978 1.355 19.333 3 19.333 L 8.667 19.333 L 8.667 22.667 L 6.333 22.667 C 6.201 22.665 6.069 22.689 5.946 22.739 C 5.823 22.788 5.711 22.861 5.617 22.954 C 5.523 23.047 5.448 23.158 5.397 23.281 C 5.345 23.403 5.319 23.534 5.319 23.667 C 5.319 23.799 5.345 23.93 5.397 24.053 C 5.448 24.175 5.523 24.286 5.617 24.379 C 5.711 24.472 5.823 24.545 5.946 24.595 C 6.069 24.644 6.201 24.669 6.333 24.667 L 20.333 24.667 C 20.466 24.669 20.597 24.644 20.72 24.595 C 20.843 24.545 20.955 24.472 21.05 24.379 C 21.144 24.286 21.219 24.175 21.27 24.053 C 21.321 23.93 21.348 23.799 21.348 23.667 C 21.348 23.534 21.321 23.403 21.27 23.281 C 21.219 23.158 21.144 23.047 21.05 22.954 C 20.955 22.861 20.843 22.788 20.72 22.739 C 20.597 22.689 20.466 22.665 20.333 22.667 L 18 22.667 L 18 19.333 L 23.667 19.333 C 25.312 19.333 26.667 17.978 26.667 16.333 L 26.667 3 C 26.667 1.355 25.312 0 23.667 0 Z M 3 2 L 23.667 2 C 24.231 2 24.667 2.436 24.667 3 L 24.667 16.333 C 24.667 16.898 24.231 17.333 23.667 17.333 L 3 17.333 C 2.436 17.333 2 16.898 2 16.333 L 2 3 C 2 2.436 2.436 2 3 2 Z M 13.333 4 C 11.863 4 10.667 5.196 10.667 6.667 C 10.667 8.137 11.863 9.333 13.333 9.333 C 14.804 9.333 16 8.137 16 6.667 C 16 5.196 14.804 4 13.333 4 Z M 9.833 10.667 C 9.189 10.667 8.667 11.189 8.667 11.833 L 8.667 12.612 C 8.667 14.115 10.756 15.333 13.333 15.333 C 15.911 15.333 18 14.115 18 12.612 L 18 11.833 C 18 11.189 17.478 10.667 16.833 10.667 Z M 10.667 19.333 L 16 19.333 L 16 22.667 L 10.667 22.667 Z" fill="rgb(104, 214, 129)" height="24.66679279272773px" id="LeJYuLA5W" transform="translate(2.668 4)" width="26.666629999999998px"/></svg>)
Format
Présentiel ou distanciel.
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Objectifs de LA formation
Structurer une expérience client fluide, personnalisée et qualitative du premier contact jusqu’au service après-vente.
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PROGRAMME de formation
Cartographie du parcours client (avant, pendant, après achat)
Identification des points de friction
Définition des moments clés de satisfaction
Alignement des équipes sur les étapes du parcours
Outils de mesure (Satisfaction, avis, retour client)
Optimisation continue du parcours
Conditions d'admission
Délai : entre 7 et 15 jours
Admission : formulaire d’inscription + entretien
Formation accessible aux personnes en situation de handicap
(Nous contacter pour adapter le parcours)
Conditions d'admission
(Nous contacter pour adapter le parcours)
CONTINUER À APPRENDRE
Construisons un plan de formation qui vous convient
Que vous ayez besoin d'un module ou d'un déploiement complet de formation, parlons-en.
