" One can not walk looking at the stars when one has a stone in his shoe "

PRIORITIES

Make yours the requirements of customer orientation.
Acquire the behaviors and techniques to stay customer focused.
Exercise using communication simple and concrete tools.
Gain a better self-control in difficult situations.

MAIN PROGRAM

Self-knowledge and knowledge his way of communicating with internal and external customers.
The preparation of his attitude, form and substance of communication.
The definition of a goal before any oral or written communication.
The quest for quality and value added in all communications and tasks.
The total active reference to remain customer focused and provide value-added.
The development of listening and the practice of questions to remain customer focused in every situation.
Phone - reception and call to stay customer focused.
Written communication - receiving and transmitting to stay customer focused.
Email - reception and transmission to stay customer focused.
The impromptu visit of an internal or external customer.
Hosting an internal or external customer.
Communications difficulties management.
Receiving and processing complaints.
The effective leaving in meeting or phone call.
The art of selling his ideas to an internal or external customer.
The organization of work and the management of time.

DURATION

3 x 1 day for about 4 months and a fourth day of monitoring and improvement four months after the third day of classes

A phase of personal preparation four weeks before the first day.
3 x one day + a fourth day of monitoring and improvement.
Work practices implemented between the course days.

DATES

Day 1 Friday, April 8, 2011 from 09:00 am to 05:00 pm.
Day 2 Tuesday, May 10, 2011 from 09:00 am to 05:00 pm.
Day 3 Wednesday, June 8, 2011 from 09:00 am to 05:00 pm.
Day 4 Friday, October 14, 2011 from 09:00 am to 05:00 pm.

LOCATION

Hôtel Baron Tavernier, Chexbres, Switzerland.

FEES

The amount is per participant and includes the preparation, coordination and direction of the four-day courses, documentation, lunches and coffee breaks.