{"id":3979,"date":"2025-12-15T07:21:18","date_gmt":"2025-12-15T06:21:18","guid":{"rendered":"https:\/\/letempsduclient.com\/?page_id=3979"},"modified":"2025-12-15T07:57:02","modified_gmt":"2025-12-15T06:57:02","slug":"3979-2","status":"publish","type":"page","link":"https:\/\/letempsduclient.com\/index.php\/3979-2\/","title":{"rendered":"Formation  Manager Contact Client"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"3979\" class=\"elementor elementor-3979\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-7b3dd71f elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"7b3dd71f\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-169489d\" data-id=\"169489d\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-23d27c3 elementor-widget elementor-widget-heading\" data-id=\"23d27c3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Fideliser - Pacifier - Reconqu\u00e9rir<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-15be644b elementor-widget elementor-widget-text-editor\" data-id=\"15be644b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3><strong>Une journ\u00e9e terrain pour d\u00e9velopper l &lsquo;aisance relationnelle face aux clients<\/strong><br \/><strong>m\u00eame dans les situations d\u00e9licates<\/strong><\/h3>\n<p><!-- \/wp:paragraph --><!-- wp:paragraph --><\/p>\n<p>\u00a0<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:heading --><\/p>\n<h2 class=\"wp-block-heading\" style=\"text-align: center;\">Objectifs de la formation<\/h2>\n<p style=\"text-align: center;\"><!-- \/wp:heading --><!-- wp:list --><\/p>\n<ul class=\"wp-block-list\" style=\"text-align: center;\">\n<li style=\"list-style-type: none;\">\n<ul class=\"wp-block-list\"><!-- wp:list-item --><\/ul>\n<\/li>\n<\/ul>\n<ul class=\"wp-block-list\" style=\"text-align: center;\">\n<li style=\"list-style-type: none;\">\n<ul class=\"wp-block-list\">\n<li>Acqu\u00e9rir de l\u2019aisance relationnelle dans les contacts avec les clients<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p style=\"text-align: center;\"><!-- \/wp:list-item --><!-- wp:list-item --><\/p>\n<ul class=\"wp-block-list\" style=\"text-align: center;\">\n<li style=\"list-style-type: none;\">\n<ul class=\"wp-block-list\">\n<li>Mettre en \u0153uvre un processus de reconqu\u00eate client suite \u00e0 une perception de non-qualit\u00e9<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p style=\"text-align: center;\"><!-- \/wp:list-item --><!-- wp:list-item --><\/p>\n<ul class=\"wp-block-list\">\n<li style=\"list-style-type: none;\">\n<ul class=\"wp-block-list\">\n<li style=\"text-align: center;\">Gagner en assurance et traiter les situations d\u00e9licates<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><!-- \/wp:list-item --><\/p>\n<p><!-- \/wp:list --><!-- wp:heading --><\/p>\n<p>\u00a0<\/p>\n<p><!-- \/wp:paragraph --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-36ac707 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"36ac707\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-22baa21\" data-id=\"22baa21\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ecdc5e9 elementor-widget elementor-widget-text-editor\" data-id=\"ecdc5e9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2 class=\"wp-block-heading\">Programme\u00a0<\/h2>\n<p><!-- \/wp:heading --><!-- wp:paragraph --><\/p>\n<p>Module 1 \u2014 Les enjeux pour le client, l\u2019entreprise et moi<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:paragraph --><\/p>\n<p>Comprendre les attentes clients, les enjeux pour le client et pour l\u2019\u00e9quipe.<br \/>\u00a0Se mobiliser face \u00e0 une r\u00e9clamation. Auto-diagnostic et \u00e9changes de pratiques.<\/p>\n<p>\u00a0Module 2 \u2014 Postures \u00e0 adopter en cas de r\u00e9clamation<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:paragraph --><\/p>\n<p>Profils de clients, attitudes \u00e0 privil\u00e9gier, erreurs fr\u00e9quentes \u00e0 \u00e9viter. <br \/>Apports m\u00e9thodologiques et exercices guid\u00e9s en groupe.<\/p>\n<p>\u00a0Module 3 \u2014 Recueillir le feedback d\u2019un client<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:paragraph --><\/p>\n<p>Moments cl\u00e9s de la relation client, questions utiles, <br \/>\u00e9coute active, reformulation et langage positif.<\/p>\n<p>\u00a0Module 4 \u2014 Mise en pratique film\u00e9e en situation r\u00e9elle<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:paragraph --><\/p>\n<p>Aller vers le client, g\u00e9rer une demande d\u00e9licate, <br \/>exp\u00e9rimenter de nouveaux comportements en situation r\u00e9elle. Captation de s\u00e9quences selon organisation sur site. Module\u00a0<\/p>\n<p>5 \u2014 D\u00e9briefing : validations et am\u00e9liorations<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:paragraph --><\/p>\n<p>Analyse des pratiques observ\u00e9es, comportements \u00e0 reproduire, a<br \/>xes d\u2019am\u00e9lioration et pistes d\u2019ajustement concr\u00e8tes. Module 6 \u2014 Pacifier une relation tendue<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:paragraph --><\/p>\n<p>Attitude positive, gestion du stress, mots, gestes et posture. Mise en situation : d\u00e9samorcer l\u2019agressivit\u00e9.\u00a0<\/p>\n<p>Module 7 \u2014 Reconqu\u00eate : un travail d\u2019\u00e9quipe et un plan d\u2019action<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:paragraph --><\/p>\n<p>\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-ebbcfb7\" data-id=\"ebbcfb7\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-04c542a elementor-widget elementor-widget-text-editor\" data-id=\"04c542a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2 class=\"wp-block-heading\">M\u00e9thodes p\u00e9dagogiques<\/h2>\n<p><!-- \/wp:heading --><!-- wp:list --><\/p>\n<ul class=\"wp-block-list\">\n<li style=\"list-style-type: none;\">\n<ul class=\"wp-block-list\"><!-- wp:list-item --><\/ul>\n<\/li>\n<\/ul>\n<ul class=\"wp-block-list\">\n<li style=\"list-style-type: none;\">\n<ul class=\"wp-block-list\">\n<li>Approche participative : apports courts, \u00e9changes d\u2019exp\u00e9riences, exercices ludiques<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><!-- \/wp:list-item --><!-- wp:list-item --><\/p>\n<ul class=\"wp-block-list\">\n<li style=\"list-style-type: none;\">\n<ul class=\"wp-block-list\">\n<li>Jeux de r\u00f4les et mises en situation concr\u00e8tes<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><!-- \/wp:list-item --><!-- wp:list-item --><\/p>\n<ul class=\"wp-block-list\">\n<li style=\"list-style-type: none;\">\n<ul class=\"wp-block-list\">\n<li>Mise en pratique film\u00e9e et d\u00e9briefing structur\u00e9<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><!-- \/wp:list-item --><!-- wp:list-item --><\/p>\n<ul class=\"wp-block-list\">\n<li style=\"list-style-type: none;\">\n<ul class=\"wp-block-list\">\n<li>Support participant r\u00e9utilisable<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><!-- \/wp:list-item --><\/p>\n<p><!-- \/wp:list --><!-- wp:heading --><\/p>\n<h2 class=\"wp-block-heading\">\u00c9valuation et ancrage<\/h2>\n<p><!-- \/wp:heading --><!-- wp:list --><\/p>\n<ul class=\"wp-block-list\">\n<li style=\"list-style-type: none;\">\n<ul class=\"wp-block-list\"><!-- wp:list-item --><\/ul>\n<\/li>\n<\/ul>\n<ul class=\"wp-block-list\">\n<li style=\"list-style-type: none;\">\n<ul class=\"wp-block-list\">\n<li>Positionnement en d\u00e9but de formation<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><!-- \/wp:list-item --><!-- wp:list-item --><\/p>\n<ul class=\"wp-block-list\">\n<li style=\"list-style-type: none;\">\n<ul class=\"wp-block-list\">\n<li>Observation en situation et feedback<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><!-- \/wp:list-item --><!-- wp:list-item --><\/p>\n<ul class=\"wp-block-list\">\n<li style=\"list-style-type: none;\">\n<ul class=\"wp-block-list\">\n<li>Plan d\u2019action individuel en fin de session<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><!-- \/wp:list-item --><\/p>\n<p><!-- \/wp:list --><!-- wp:heading --><\/p>\n<p>\u00a0<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:paragraph --><\/p>\n<p><a href=\"programme-manager-contact-client.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">T\u00e9l\u00e9charger le programme (PDF) <\/a><a href=\"livret-manager-contact-client.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">T\u00e9l\u00e9charger le livret stagiaire (PD<\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-955cded elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"955cded\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-8cff770\" data-id=\"8cff770\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-f179f68 elementor-widget elementor-widget-text-editor\" data-id=\"f179f68\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>\u00a0<\/p>\n<p style=\"text-align: center;\"><strong>Dur\u00e9e<\/strong><br \/>1 jour (8 heures)<br \/><strong>Format<\/strong><br \/>Pr\u00e9sentiel sur site avec mises en pratique film\u00e9es<br \/><strong>Lieu<\/strong><br \/>Dans votre restaurant<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:paragraph --><\/p>\n<p><!-- \/wp:paragraph --><!-- wp:paragraph --><\/p>\n<p><!-- \/wp:paragraph --><!-- wp:paragraph --><\/p>\n<p style=\"text-align: center;\"><strong>Dates<\/strong><br \/>\u00c0 d\u00e9finir (sur demande)<\/p>\n<p>\u00a0<\/p>\n<p>\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-9bf4d36\" data-id=\"9bf4d36\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-51e95da elementor-widget elementor-widget-text-editor\" data-id=\"51e95da\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2 class=\"wp-block-heading\">\u00c0 l\u2019issue de la formation, vous serez capable de\u2026<\/h2>\n<p><!-- \/wp:heading --><!-- wp:list --><\/p>\n<ul class=\"wp-block-list\">\n<li style=\"list-style-type: none;\">\n<ul class=\"wp-block-list\"><!-- wp:list-item --><\/ul>\n<\/li>\n<\/ul>\n<ul class=\"wp-block-list\">\n<li style=\"list-style-type: none;\">\n<ul class=\"wp-block-list\">\n<li>Aller vers le client et accueillir les feedbacks positifs et n\u00e9gatifs<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><!-- \/wp:list-item --><!-- wp:list-item --><\/p>\n<ul class=\"wp-block-list\">\n<li style=\"list-style-type: none;\">\n<ul class=\"wp-block-list\">\n<li>Adopter une posture d\u2019\u00e9coute et rester rassurant en situation de tension<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><!-- \/wp:list-item --><!-- wp:list-item --><\/p>\n<ul class=\"wp-block-list\">\n<li style=\"list-style-type: none;\">\n<ul class=\"wp-block-list\">\n<li>Communiquer de fa\u00e7on claire, calme et adapt\u00e9e<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><!-- \/wp:list-item --><!-- wp:list-item --><\/p>\n<ul class=\"wp-block-list\">\n<li style=\"list-style-type: none;\">\n<ul class=\"wp-block-list\">\n<li>Donner envie au client de revenir<br \/><br \/><\/li>\n<li>Mobiliser l\u2019\u00e9quipe pour fid\u00e9liser les clients<\/li>\n<\/ul>\n<\/li>\n<\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Fideliser &#8211; Pacifier &#8211; Reconqu\u00e9rir Une journ\u00e9e terrain pour d\u00e9velopper l &lsquo;aisance relationnelle face aux clientsm\u00eame dans les situations d\u00e9licates \u00a0 Objectifs de la formation Acqu\u00e9rir de l\u2019aisance relationnelle dans les contacts avec les clients Mettre en \u0153uvre un processus de reconqu\u00eate client suite \u00e0 une perception de non-qualit\u00e9 Gagner en assurance et traiter les [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-3979","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/letempsduclient.com\/index.php\/wp-json\/wp\/v2\/pages\/3979","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/letempsduclient.com\/index.php\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/letempsduclient.com\/index.php\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/letempsduclient.com\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/letempsduclient.com\/index.php\/wp-json\/wp\/v2\/comments?post=3979"}],"version-history":[{"count":26,"href":"https:\/\/letempsduclient.com\/index.php\/wp-json\/wp\/v2\/pages\/3979\/revisions"}],"predecessor-version":[{"id":4007,"href":"https:\/\/letempsduclient.com\/index.php\/wp-json\/wp\/v2\/pages\/3979\/revisions\/4007"}],"wp:attachment":[{"href":"https:\/\/letempsduclient.com\/index.php\/wp-json\/wp\/v2\/media?parent=3979"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}