☐ Customer Relationship Management
 ☐ VIP Customer Relationship Management
 ☐ Telephone Communication
 ☐ Responding to customer issues with empathy
 ☐ Customer Complaint Management
 ☐ Conflict Management
 ☐ Key moments of truth in customer relationships
 ☐ Win-Win Customer Relationship
 ☐ Assertiveness with customers
 ☐ Developing service quality with internal and external customers
 ☐ Interpersonal Communication
 ☐ Leadership Through Quality (LTQ)
 ☐ Customer reception management (phone and face-to-face)
 ☐ Customer relationship management by communication channel

For further information about our training programs or themes, please feel free to contact us via our Chatbot, by email at tmcafrique@tmcafrique.ma, or by phone at +212 522 944 195.

Learning objectives

By the end of this training, participants will be able to:

• Adopt a professional attitude that conveys a strong and positive company brand image
• Meet customers’ fundamental needs: feeling welcomed, understood, valued, and reassured
• Identify key criteria to positively differentiate from competitors
• Develop a personal roadmap to sustain improvement actions over time

Program and key topics

1. Customer relationship fundamentals

• The strategic importance of customer relationships
• Professional competence as the foundation of trust
• Active listening to understand customers’ real needs
• Anticipating and preventing potential issues

2. Communicating with impact

• Verbal communication: word choice and tone
• Body language and the importance of non-verbal communication
• Understanding how attitudes influence customer perception

3. Managing sensitive situations

• Techniques to manage stress and maintain a positive mindset
• Methods to turn difficult or dissatisfied customers into positive interactions
• Key steps for resolving conflicts in a constructive way

Training approach

• A combination of concise theoretical input and reinforcement exercises
• Practical applications and role-playing based on real-life cases

Target audience

All staff members in direct contact with customers:
 (back office, after-sales service, receptionists, call center staff, collections department, etc.)

Practical details

• Duration: 2 days
• Group size: 6 to 10 participants

Learning objectives

By the end of this training, participants will be able to:

• Adopt a professional attitude that conveys a strong and positive company image
• Meet customers’ fundamental needs: feeling welcomed, understood, valued, and reassured
• Identify key differentiation factors to stand out from competitors
• Develop a personal roadmap to sustain continuous improvement actions over time

Program and key topics

1. Customer relationship fundamentals

• The strategic importance of customer relationships
• Professional competence as the foundation of trust
• Active listening to understand real customer needs
• Anticipating and preventing potential issues

2. Communicating with impact

• Verbal communication: word choice and tone
• Body language and the importance of non-verbal communication
• Understanding how attitudes influence customer perception

3. Managing sensitive situations

• Techniques for managing and reducing stress
• Methods to handle difficult or dissatisfied customers
• Key steps to resolve conflicts in a constructive manner

Training approach

• A balanced mix of concise theoretical input and practical exercises
• Role-playing and real-life case simulations

Target audience

All staff members in direct contact with customers:
 (back office, customer service, reception, call center, collections department, etc.)

Practical details

• Duration: 2 days
• Group size: 6 to 10 participants