The issue

In a B-to-B sector, the supplier-customer interface is made up of numerous individual relationships between the two organizations. The action of each employee involved in the relationship has a direct impact on customer satisfaction.
However, each employee handles those relationships according to his own personality. A similar customer situation can be handled differently depending on the employee addressing it. This manner may or may not be suited to the situation. A single mistake related to employees' behaviour or any incoherence in the messages given to the customers may cause tension in the relationship and may even lead to the termination of business.

Key factors of success

Legitimize the improvement program by leveraging on the customers' expectations.
Help employees to make a distinction between affective personal relationships
and objective professional relationships.
Share a clear and common vision of the fundamental principles
of customer relationship.
Emphasize the stakes involved in customer relationships.


WHY CONSULTING services

Definition of a customer relationship policy to be implemented by all employees following proper training and an extensive communication campaign.

Training program providing each employee with simple behaviour guidelines.
The proper behaviours are developed by trainees by working on simulated "real life" customer situations.



Specificities of our approach

Focus on simple and key messages regarding customer relationship.

Training, involving step by step implementation of new skills (ability to listen,
to say no, to handle a difficult customer situation,..): trainees do role playing
based on "real life" customer situation scenarios.

Training sessions are spread over time in order to monitor the actual assimilation of new skills. Trainees commit themselves to put theory into practice between sessions.

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