The Excellence Path
TURN DISSATISFIED CUSTOMERS INTO AMBASSADORS
60% of customers who contact a customer service department have a problem. Efficient, humane resolution of the problem generates loyalty in 95% of them: customer disputes are a golden opportunity to build loyalty!
To have happy customers,
you need teams Happy
If your reality looks
More like...
negative
opinions online,
losing their
resources,
conflicts reaching
your leaders…
And not enough like...
sharing their positive experiences
online and with others,
even the most tense,
that contributes to the success
of your brand.
This is our unique method.
With the Excellence course, this becomes your reality
The Excellence pathway is unique, simple and effective:
Inspired by
Aristotle's
Triangle of
Persuasion
A proven formula that has stood the test of over 2,400 years, now updated for practical application.
Based on
hands-on business
knowledge
Gained from over 10 years of experience as a customer service agent and later as a manager.
Enriched with
our expertise
in soft skills
A key asset in our training courses and both group and individual coaching.
Through role-playing, case studies, and field feedback, your teams will learn to master the three pillars of conflict resolution easily and effectively.
Sounds great, doesn’t it? Here’s how it’s possible.
Ethos : Forging the mindset to be…
Empowered
Solution-oriented
100% present and active listener
Developing emotional intelligence to…
Recognize customer’s emotions and needs
Balance empathy and courage
Protect yourself and take the necessary distance
Logos : Mastering key techniques to…
Defuse before the conflict
Resolve during conflict
Close and project positively after the conflict
The Excellence journey
Turn your dissatisfied customers into Ambassadors
The heart of the course: 2 days of training
Defusing
Resolving Conflicts
Position yourself as an exemplary teammate to effectively represent the brand.
Cultivate a “resolutely solution-oriented” mindset to tackle even the most challenging issues.
Balance empathy with courage to adopt the right approach when engaging with customers.
Apply the “Gratitude, Empathy, Action” method to gently defuse conflicts.
Master techniques for turning objections into opportunities."
Overcoming
Challenges
Assess the positive impact of Day 1 and draw inspiration from others' experiences to enhance your own practice and reinforce your commitment.
Build your personal toolbox of Zen techniques (such as breathing, visualization, and motor skills) to manage conflict effectively.
Learn to say no with both elegance and firmness.
Master techniques for closing conflicts and re-engaging with customers.
Embrace the company's ethos to accurately represent the brand's image to the customer."
Help your employees become confident and persuasive leaders when dealing with dissatisfied customers.
The options To go further, higher, faster
Personal Development
Understand yourself better to achieve the right mindset.
Self-assessment: Before and After
One-on-one coaching session
Immersion Kit
Enhance self-awareness to foster the right attitude.
Self-assessment: Before and After
One-on-one coaching session
Zen kit
A toolkit for managing even the most stressful situations:
3 meditation sessions
2 breathing exercises
Building Resilience Assertiveness
Learn to adopt the right stance to communicate effectively and gracefully:
Half-day assertiveness training
Additional module on handling directives
Objections Kit
A practical toolkit for addressing objections effectively:
Booklet with methods, 15 common objections with solutions 15 recurring cases with resolutions
Optimization Kit
A toolkit for tackling problems at their root:
Analysis and optimization of the 10 main causes of customer dissatisfaction
Struggling to brighten up your customer service department? We offer customized solutions tailored to your specific needs.
Federica Radaelli,
your expert in premium customer service
“My Mission: To equip your employees with practical tools that will benefit them over the long term. In 6 months, 1 year, or even 2 years, they’ll still be using the techniques they’ve learned with us every day!”
Federica Radaelli is a unique customer service expert.
Brands that already trust us
The Excellence journey has already changed their lives
How Do You Envision Your Customer Service in One Year?
At the End of the Excellence Journey:
In summary, you’ve developed a competitive and outstanding customer service department!
Frequently Asked Questions
What Return on Investment Can We Expect from the Excellence Pathway? How Can We Measure It?
The Excellence Pathway is designed to equip your teams with the skills needed to transform dissatisfied customers into loyal advocates.
By implementing this program, you can expect to see:
- Fewer Escalated Customer Disputes: Your teams will be adept at defusing conflicts, reducing the number of issues that escalate.
- Lower Employee Turnover: Agents will experience greater job satisfaction, leading to longer retention.
- Increased Positive Reviews: Customers who initially arrive dissatisfied will leave happy and share their positive experiences on platforms like Google or Trustpilot.
Improved Metrics: Your CSAT (Customer Satisfaction) and/or NPS (Net Promoter Score) will rise, while the Average time of response decreases and overall quality improves.
How Do I Choose the Options That Best Suit My Team's Needs?
The options are designed to enhance the core two-day training of the Excellence course.
If you’re unsure about which options to select, please contact us. We’ll assist you in identifying the best choices for your needs and can also create customized options tailored specifically to your requirements.
Is Customization Possible?
Yes, the Excellence course can be fully customized to meet your specific needs. Please contact us to discuss your requirements.
Can We Train Everyone at the Same Time?
For optimal results, we recommend training in small groups. This approach allows for more personalized instruction and effective follow-up.
How Can the Zen Kit Help Our Teams?
Even with the best techniques, everyday customer service can be demanding. The Zen Kit provides tools to support relaxation and well-being, helping teams stay calm and positive.
It’s ideal for maintaining a cheerful demeanor, even in challenging situations!
How long does the training last?
The course lasts 2 days. It can be supplemented by optional modules to fine-tune the course to your needs.
Do You Offer Any Follow-Up After the Initial Training?
The Excellence training course lasts 2 days and provides your teams with practical tools to apply the techniques daily.
Additionally, a feedback session is included 1 month after the training to review progress.
For further support, we can integrate additional options into the course, such as Individual Development or Resilience Assertiveness Development. Contact us for more details.
Is the Training Adapted to All Business Sectors?
Yes, the Excellence journey is suitable for all business sectors and various field realities. If you interact with customers, this training is designed for you!
Is the Training Available Face-to-Face and/or Remotely?
The training is available both in-person and online, depending on your needs.
“Ah, but remote training isn’t as effective.” Not true! Our team ensures that even remote sessions are engaging, effective, and enjoyable.
Does the Training Include Practical Exercises?
Yes, the training and the Excellence program are focused on practical experience and applying concrete techniques.
Participants will learn theoretical concepts and then practice them through exercises, role-playing, and case studies.
Absolutely! To better engage your teams and integrate them into your new dynamic, we offer optional exploratory interviews to tailor the course with customized examples and case studies. Contact us to start your transformation journey!
Can We Personalize the Examples and Case Studies Used During Training?
Absolutely!
To better engage your teams and integrate them into your new dynamic, we offer optional exploratory interviews to tailor the course with customized examples and case studies. Contact us to start your transformation journey! Contact us to start your transformation journey!
In Which Language Is the Course Available?
The two-day course and optional modules are available in French, English, and Italian.
Ready to
move things forward?
So am I.
