The two-day course
“The Keys to Soft Skills” is the result of a new generation of training. It is a complete, interactive program, the opposite of a classroom atmosphere. Each participant is invited to express themselves and to contribute. The work is done on concrete cases, taken from real situations, with a permanent attention to detail.
The preliminary analysis
Before any training, an analysis is carried out in order to better perceive the business environment:
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Vision and values
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Organization chart, missions, functions and staff training
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Perceived degree of technical competence
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Degree of ease and proximity rate relational within teams ( exclusive diagnostic tool)
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Areas for improvement desired by management
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Specific objective, deliverables and training follow-up​
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The concept of customer
We often think that we can easily qualify the notion of customer.
This is more complex than it seems:
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The promise / the contract
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Expectations
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The comfort zone
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Surprise, wonder
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The myth of the customer king
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Interculturality
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Customer experience
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Feedback and analysis of real customer comments ​
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Optimization of customer experience through its functional, aesthetic and emotional dimensions
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The keys to well-being
Align the company's values with their own. This resonance is essential to maximize the customer experience, and create links.
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Work on personal values
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Job on team coherence
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The aesthetic dimensions and emotional experiences of the client: ​​
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Decor and environment
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Sounds and smells
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Gestures and postures
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Voice work
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Gaze work
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Behaviour
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Language elements
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The five keys to well-being
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Risk areas
Optimization and preservation of the client's comfort zone through the use of keys to interpersonal skills are not always sufficient to prevent the occurrence of complaints, slippages or even conflicts.
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From alert to post-audit
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The nine steps in resolving a complaint
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The aggressive customer
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Catchment ​
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Defusing
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Processing
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The shameless customer
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Franchise
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Diplomacy ​
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Courteous firmness​
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Training materials
Excellence Customer Experience is one of the few training courses provided by two trainers. This particularity makes it possible to energize the sessions, to multiply the angles of study, to realize high quality recordings and restitutions. The supports are very varied and systematically promote interactions:
- Case studies drawn from real situations
Video excerpts
- Filmed role-playing games
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The public
Excellence Customer Experience is open to all functions related to the customer, whatever the level. The program emphasizes the added value represented by the presence of trainees from different departments during the same session:
Reception
Governance
Restoration
Concierge
Commercial
Cars / luggage
Technical / Maintenance
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The course
Inter Corporation
14 hours of training over two days in person
Video-conference telephone interview with each trainee ​
Intra-company ​
A day of pre-audit in an establishment with production of a surprise report
14 hours of training over two days in person
One day post-internship: efficiency review with management and individual interview with each intern.
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The price
Inter Corporation
499 € per trainee and per day with a minimum of 4 trainees and a maximum of 8 trainees (including post-training interview and certification) ​
Internships at Vidauban, Nice, Monaco
Intra-company ​
3899 € regardless of the number of trainees with a maximum of 8 participants.
Internships
At work ( Accommodation and travel costs for trainers not included)
In Vidauban, Nice, Monaco