{"id":3973,"date":"2025-12-14T21:58:25","date_gmt":"2025-12-14T20:58:25","guid":{"rendered":"https:\/\/letempsduclient.com\/?p=3973"},"modified":"2025-12-14T21:58:25","modified_gmt":"2025-12-14T20:58:25","slug":"3973","status":"publish","type":"post","link":"https:\/\/letempsduclient.com\/index.php\/2025\/12\/14\/3973\/","title":{"rendered":""},"content":{"rendered":"\n
<!DOCTYPE html>\n<html lang=\"fr\">\n<head>\n    <meta charset=\"UTF-8\">\n    <meta name=\"viewport\" content=\"width=device-width, initial-scale=1.0\">\n    <title>Formation Manager Contact Client | Le Temps du Client<\/title>\n    <style>\n        :root {\n            --primary-color: #E67E22; \/* Orange, couleur dominante dans le logo *\/\n            --secondary-color: #696969; \/* Gris, couleur secondaire du logo *\/\n            --accent-color: #34495E; \/* Bleu fonc\u00e9 pour les titres *\/\n            --light-bg: #F8F9FA; \/* Fond clair pour les sections *\/\n            --text-color: #333; \/* Couleur de texte principale *\/\n        }\n        \n        * {\n            box-sizing: border-box;\n            margin: 0;\n            padding: 0;\n            font-family: 'Roboto', Arial, sans-serif;\n        }\n        \n        body {\n            color: var(--text-color);\n            line-height: 1.6;\n        }\n        \n        .container {\n            max-width: 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  }\n        \n        details summary {\n            padding: 15px 20px;\n            background-color: white;\n            cursor: pointer;\n            font-weight: bold;\n            border-left: 4px solid var(--primary-color);\n        }\n        \n        details[open] summary {\n            background-color: var(--light-bg);\n        }\n        \n        details .content {\n            padding: 15px 20px;\n        }\n        \n        details em {\n            display: block;\n            margin-top: 10px;\n            color: var(--secondary-color);\n            font-style: italic;\n        }\n        \n        .info-grid {\n            display: grid;\n            grid-template-columns: repeat(auto-fill, minmax(300px, 1fr));\n            gap: 30px;\n            margin-top: 40px;\n        }\n        \n        .info-card {\n            background-color: white;\n            border-radius: 5px;\n            padding: 25px;\n            box-shadow: 0 2px 10px rgba(0,0,0,0.1);\n        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\n        .contact-item span {\n            margin-right: 8px;\n        }\n        \n        @media (max-width: 768px) {\n            header h1 {\n                font-size: 2rem;\n            }\n            \n            header p {\n                font-size: 1rem;\n            }\n            \n            h2 {\n                font-size: 1.8rem;\n            }\n            \n            .info-grid {\n                grid-template-columns: 1fr;\n            }\n        }\n    <\/style>\n<\/head>\n<body>\n    <header>\n        <div class=\"container\">\n            <h1>Formation Manager Contact Client<\/h1>\n            <p>Fid\u00e9liser - Pacifier - Reconqu\u00e9rir<\/p>\n        <\/div>\n    <\/header>\n    \n    <section class=\"objectives\">\n        <div class=\"container\">\n            <div class=\"emoji-title\">\n                <span>\ud83c\udfaf<\/span>\n                <h2>Objectifs de la Formation<\/h2>\n            <\/div>\n            <p>Cette formation vise \u00e0 d\u00e9velopper vos comp\u00e9tences dans la gestion de la relation client, notamment dans les situations d\u00e9licates. \u00c0 l'issue de cette journ\u00e9e intensive, vous serez capable de:<\/p>\n            <ul>\n                <li>Acqu\u00e9rir de l'aisance relationnelle dans les contacts avec les clients<\/li>\n                <li>Mettre en \u0153uvre le processus de reconqu\u00eate client apr\u00e8s une perception de non-qualit\u00e9<\/li>\n                <li>Gagner en assurance et traiter efficacement les situations difficiles<\/li>\n                <li>Transformer les r\u00e9clamations en opportunit\u00e9s de fid\u00e9lisation<\/li>\n            <\/ul>\n        <\/div>\n    <\/section>\n    \n    <section>\n        <div class=\"container\">\n            <div class=\"emoji-title\">\n                <span>\ud83d\udc65<\/span>\n                <h2>Public Concern\u00e9 et Pr\u00e9requis<\/h2>\n            <\/div>\n            <div class=\"info-grid\">\n                <div class=\"info-card\">\n                    <h3><span>\ud83d\udc68\u200d\ud83d\udcbc<\/span> Public cible<\/h3>\n                    <p>Managers, Directeurs Adjoints, H\u00f4tes\/H\u00f4tesses principales<\/p>\n                <\/div>\n                <div class=\"info-card\">\n                    <h3><span>\ud83d\udccb<\/span> Pr\u00e9requis<\/h3>\n                    <p>Premi\u00e8re exp\u00e9rience dans la relation client<\/p>\n                <\/div>\n                <div class=\"info-card\">\n                    <h3><span>\ud83d\udc65<\/span> Participants<\/h3>\n                    <p>8 \u00e0 12 personnes<\/p>\n                <\/div>\n            <\/div>\n        <\/div>\n    <\/section>\n    \n    <section class=\"objectives\">\n        <div class=\"container\">\n            <div class=\"emoji-title\">\n                <span>\u23f1\ufe0f<\/span>\n                <h2>Informations Pratiques<\/h2>\n            <\/div>\n            <div class=\"info-grid\">\n                <div class=\"info-card\">\n                    <h3><span>\ud83d\udd58<\/span> Dur\u00e9e<\/h3>\n                    <p>1 jour (8 heures de formation)<\/p>\n                <\/div>\n                <div class=\"info-card\">\n                    <h3><span>\ud83d\udcc5<\/span> Horaires<\/h3>\n                    <p>8h45 - 17h30<\/p>\n                <\/div>\n                <div class=\"info-card\">\n                    <h3><span>\u267f<\/span> Accessibilit\u00e9<\/h3>\n                    <p>Formation accessible aux personnes en situation de handicap (contacter le r\u00e9f\u00e9rent handicap avant le d\u00e9but de la formation)<\/p>\n                <\/div>\n            <\/div>\n        <\/div>\n    <\/section>\n    \n    <section>\n        <div class=\"container\">\n            <div class=\"emoji-title\">\n                <span>\ud83d\udccb<\/span>\n                <h2>Programme D\u00e9taill\u00e9<\/h2>\n            <\/div>\n            \n            <h3>\ud83c\udf05 Matin\u00e9e (8h45 - 13h15)<\/h3>\n            \n            <div class=\"details-container\">\n                <details>\n                    <summary>\ud83d\udccc Les enjeux pour le client, l'entreprise et moi (9h00 - 10h00)<\/summary>\n                    <div class=\"content\">\n                        <ul>\n                            <li>Clients heureux et employ\u00e9s heureux<\/li>\n                            <li>Les \u00e9volutions des attentes des clients<\/li>\n                            <li>Identifier les enjeux pour le client et l'\u00e9quipe<\/li>\n                            <li>Donner l'envie de s'impliquer avec un client qui r\u00e9clame<\/li>\n                        <\/ul>\n                        <em>M\u00e9thodes: Autodiagnostic relation client, partage d'exp\u00e9riences<\/em>\n                    <\/div>\n                <\/details>\n                \n                <details>\n                    <summary>\ud83d\udccc Les postures \u00e0 prendre en cas de r\u00e9clamation (10h10 - 11h00)<\/summary>\n                    <div class=\"content\">\n                        <ul>\n                            <li>Les profils de clients qui r\u00e9clament<\/li>\n                            <li>Les 5 \u00e9tapes de la reconqu\u00eate client<\/li>\n                            <li>Les 7 attitudes qui enveniment<\/li>\n                        <\/ul>\n                        <em>M\u00e9thodes: Travail de groupe sur les profils clients, apport m\u00e9thodologique<\/em>\n                    <\/div>\n                <\/details>\n                \n                <details>\n                    <summary>\ud83d\udccc Recueillir le feedback d'un client (11h00 - 12h00)<\/summary>\n                    <div class=\"content\">\n                        <ul>\n                            <li>Les moments de v\u00e9rit\u00e9 et les signatures de service<\/li>\n                            <li>Les 4 principes de r\u00e9ussite pour entrer en contact avec un client<\/li>\n                            <li>Savoir recueillir un feedback et \u00e9couter un client<\/li>\n                            <li>Utiliser des formulations positives<\/li>\n                        <\/ul>\n                        <em>M\u00e9thodes: Techniques d'\u00e9coute active, training feedbacks clients<\/em>\n                    <\/div>\n                <\/details>\n                \n                <details>\n                    <summary>\ud83d\udccc Mise en pratique film\u00e9e sur le service (12h00 - 13h15)<\/summary>\n                    <div class=\"content\">\n                        <ul>\n                            <li>Exp\u00e9rimenter des comportements nouveaux face aux clients<\/li>\n                            <li>Incarner la culture service<\/li>\n                            <li>Anticiper les attentes, prendre l'initiative du contact client<\/li>\n                        <\/ul>\n                        <em>M\u00e9thodes: Enregistrement de s\u00e9quences, mise en pratique des signatures de service<\/em>\n                    <\/div>\n                <\/details>\n            <\/div>\n            \n            <h3>\ud83c\udf07 Apr\u00e8s-midi (14h15 - 17h30)<\/h3>\n            \n            <div class=\"details-container\">\n                <details>\n                    <summary>\ud83d\udccc Validations et am\u00e9liorations (14h15 - 15h50)<\/summary>\n                    <div class=\"content\">\n                        <ul>\n                            <li>D\u00e9velopper la capacit\u00e9 \u00e0 aller vers le client<\/li>\n                            <li>Identifier les comportements \u00e0 reproduire<\/li>\n                            <li>Corriger ou am\u00e9liorer les comportements observ\u00e9s<\/li>\n                        <\/ul>\n                        <em>M\u00e9thodes: Partage et analyse des pratiques, r\u00e9v\u00e9lation des talents de chacun<\/em>\n                    <\/div>\n                <\/details>\n                \n                <details>\n                    <summary>\ud83d\udccc Pacifier une relation tendue (16h00 - 16h50)<\/summary>\n                    <div class=\"content\">\n                        <ul>\n                            <li>Privil\u00e9gier une attitude positive<\/li>\n                            <li>Techniques de gestion du stress<\/li>\n                            <li>G\u00e9rer l'agressivit\u00e9 d'un client<\/li>\n                            <li>Les postures \u00e0 d\u00e9velopper, mots et gestes<\/li>\n                        <\/ul>\n                        <em>M\u00e9thodes: Exercices de gestion du stress imm\u00e9diat, mises en situation<\/em>\n                    <\/div>\n                <\/details>\n                \n                <details>\n                    <summary>\ud83d\udccc La reconqu\u00eate client: un travail d'\u00e9quipe (17h00 - 17h30)<\/summary>\n                    <div class=\"content\">\n                        <ul>\n                            <li>Les situations que seul un responsable peut r\u00e9soudre<\/li>\n                            <li>Choisir son axe d\u00e9veloppement<\/li>\n                            <li>\u00c9laboration d'un plan d'action personnalis\u00e9<\/li>\n                        <\/ul>\n                        <em>M\u00e9thodes: R\u00e9flexion autour des actions d'\u00e9quipe et de management<\/em>\n                    <\/div>\n                <\/details>\n            <\/div>\n        <\/div>\n    <\/section>\n    \n    <section class=\"objectives\">\n        <div class=\"container\">\n            <div class=\"emoji-title\">\n                <span>\ud83d\udee0\ufe0f<\/span>\n                <h2>M\u00e9thodes P\u00e9dagogiques<\/h2>\n            <\/div>\n            <ul>\n                <li><strong>Approche participative<\/strong>: Alternance de partages d'exp\u00e9riences, apports m\u00e9thodologiques, r\u00e9flexions individuelles et en groupe<\/li>\n                <li><strong>Mises en situation<\/strong>: Jeux de r\u00f4les pr\u00e9par\u00e9s et d\u00e9brief\u00e9s, exercices pratiques film\u00e9s<\/li>\n                <li><strong>Supports personnalis\u00e9s<\/strong>: Manuel reprenant les principaux messages et outils<\/li>\n                <li><strong>Cas concrets<\/strong>: Traitement de situations sp\u00e9cifiques des participants<\/li>\n            <\/ul>\n        <\/div>\n    <\/section>\n    \n    <section>\n        <div class=\"container\">\n            <div class=\"emoji-title\">\n                <span>\ud83d\udcca<\/span>\n                <h2>Modalit\u00e9s d'\u00c9valuation<\/h2>\n            <\/div>\n            <ul>\n                <li><strong>\u00c9valuation initiale<\/strong>: Diagnostic des connaissances et pratiques relationnelles<\/li>\n                <li><strong>\u00c9valuation continue<\/strong>: \u00c0 travers les mises en situation et jeux de r\u00f4les<\/li>\n                <li><strong>Plan d'action individuel<\/strong>: Formalisation \u00e9crite des engagements post-formation<\/li>\n                <li><strong>Quiz final<\/strong>: \u00c9valuation des acquis sur les m\u00e9canismes des bonnes pratiques<\/li>\n            <\/ul>\n        <\/div>\n    <\/section>\n    \n    <section class=\"objectives\">\n        <div class=\"container\">\n            <div class=\"emoji-title\">\n                <span>\ud83d\udc68\u200d\ud83c\udfeb<\/span>\n                <h2>Intervenant<\/h2>\n            <\/div>\n            <p>Formation anim\u00e9e par des formateurs experts poss\u00e9dant une triple expertise:<\/p>\n            <ul>\n                <li>La relation client<\/li>\n                <li>Le management<\/li>\n                <li>Une exp\u00e9rience significative de formation dans le secteur de la restauration<\/li>\n            <\/ul>\n        <\/div>\n    <\/section>\n    \n    <footer>\n        <div class=\"container\">\n            <h3>\"Transformer un p\u00e9pin en p\u00e9pite\"<\/h3>\n            <p>Formation LE TEMPS DU CLIENT<\/p>\n            \n            <div class=\"contact-info\">\n                <div class=\"contact-item\">\n                    <span>\ud83d\udcde<\/span>\n                    <p>01 45 46 11 00<\/p>\n                <\/div>\n                <div class=\"contact-item\">\n                    <span>\ud83d\udccd<\/span>\n                    <p>21 Grand Rue, St Pierre de Maill\u00e9 86260 France<\/p>\n                <\/div>\n                <div class=\"contact-item\">\n                    <span>\ud83c\udf10<\/span>\n                    <p>www.letempsduclient.com<\/p>\n                <\/div>\n            <\/div>\n        <\/div>\n    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