Excellence relationnelle
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LCL associe ses managers à la formation de ses conseillers

LCL associe ses managers à la formation de ses conseillers | Excellence relationnelle | Scoop.it
Depuis un an et demi, Akor Consulting accompagne la banque LCL pour former près de 240 conseillers clientèle haut de gamme.
Aline PESSE's insight:

Une formation au relationnel Haut de Gamme

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Rescooped by Aline PESSE from Customer Experience, Satisfaction et Fidélité client
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Stop Losing Money and Focus on Customer Service [Infographic]

Stop Losing Money and Focus on Customer Service [Infographic] | Excellence relationnelle | Scoop.it

Via Christian Barbaray
Aline PESSE's insight:

Le cout de l'instatisfaction

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Rescooped by Aline PESSE from Customer Experience, Satisfaction et Fidélité client
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25 compétences clés pour l'excellence de service

25 compétences clés pour l'excellence de service | Excellence relationnelle | Scoop.it
One of the greatest challenges to customer service leaders is training new agents who have previously never had good customer service experience.
Training new call center agents is always a challenge.

Via Christian Barbaray
Aline PESSE's insight:

Une infographie à découvrir !

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Rescooped by Aline PESSE from Change Management
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Case Study: Emotional Intelligence Improves Leadership at ...

Case Study: Emotional Intelligence Improves Leadership at ... | Excellence relationnelle | Scoop.it
The program is yielding an 8-11% increase in core leadership competencies, with over half the participants experiencing very large (10-50%) improvements in certain key emotional intelligence skills and leadership outcomes: ...

Via Santosh Kumar Nair
Aline PESSE's insight:

Le développement de l'intelligence émotionnelle impacte directement le leadership. Le ROI est enfin démontré chez Fedex !

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Rescooped by Aline PESSE from Customer Experience, Satisfaction et Fidélité client
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Why Improving The Customer Experience Matters: A Love Story

Why Improving The Customer Experience Matters: A Love Story | Excellence relationnelle | Scoop.it
We said last time that the smartest companies are now working hard to manage their customers’ experiences with their products and services in order to delight and retain them.

So how do you do it?

Via Christian Barbaray
Aline PESSE's insight:

L"art de créer un lien émotionnel avec ses clients

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