CUSTOMER (intern and extern) RELATIONSHIP IN FRANCE, AIR TRANSPORT ENVIRONMENT – 2 days
Program
1 – Better understand the new expectations of customers (French), who travel in the air environment
- Different Type of clients
- New customers since 2000: How to satisfy them? What are their expectations and characteristics?
- Identify client’s psychological needs, 6 motivations for purchasing (SONCAS)
- The special features of the world of travel and the air environment
2 – Manage a franco-foreign team [content adapted to the cultural specifities of the airline]
- Myself, Function and Role
- Rules and customs: Air transportation and in France
- The customer-oriented business
- Answer to major customer objections: ARA/CRAC
- Objectives, annual and professional interview
3 – Manage customer claims better to improve loyalty
- The 4 way of behaviors: 3 negatives and 1 positive
- Put a framework and limits until the knowledge say no
- What is a demanding or difficult clientele? The French “grumbler”
- The 45 difficult behaviors: way to Manage and answer
- Learn how to manage stress and emotions well in difficult areas
- Offer a relational framework
4 – Better know the 7 cultures in the world [content adapted to the cultural specifities of the airline]
- Intercultural relationship and hierarchical distance (Hofstede)
- The 7 cultures in the world: Where? How? What? Say, don’t say?
- Cultural differences between Latin models and others: the approach, verbal and non-verbal, the non-said
- A bit of history between our 2 countries (France/airline’s home country)
- Common points and differences between French and [content depending on the country of the airline]
5 – Exercises, videos, exchanges, role-playing and theory
- Debriefing: from participating context
- Training experience (teacher former sales and maketing director with 20 years in the field: France and International)
- Concrete cases: let’s exchange our roles and way of thinking!
- Exchanges, experiences, good and bad practices.
Last update: 01/08/24
Kind of training
- Category of training action (article L.6313-1 of the French Labor Code): No. 1 training action.
Objectives
- Better understand the new expectations of customers (French), who travel in the air environment
- Manager a franco-foreign team [content adapted to the cultural specifities of the airline]
- Manage customer claims better to improve loyalty
- Better know the 7 cultures in the world and especially between French (Latin) and [content depending on the country of the airline].
Audience and requirements
Audience:
- English-speaking company managers/managers in the air environment.
If you have a disability, please contact us.
Requirements:
- To be motivated, to participate and to be apt to the human relationship.
Trainer profile
- Expert trainer consultant, Specialist in Sales, management and professional efficiency, who conduct trainings for 12 ans years, former europe sales and marketing manager BtoB environment, graduate from CCIP/ESCP group (Buyer) and from ISCA (International Trade) in Paris.
Method and pedagogic tools
Face-to-face training in English (distance learning available on demand).
Progressive teaching of knowledge based on an active pedagogical method.
Alternating theoretical, methodological and practical inputs. Numerous situations depending on the professional context. Role playing. Trainees have the opportunity to be filmed.
Exchanges between trainees.
A course medium in electronic format and/or paper offered and delivered during the training.
Technical means
- Adapted quality reception facilities, accessible to people with reduced mobility, well served by public transport
- 5 modern training rooms equipped to learn in the best conditions
- Video projection on large screen, flipchart, internet connection
- Break area (coffee breaks are offered)
- Equipment to be provided for each trainee in the event of 100% remote training requested: computer equipped with a camera and a microphone (or a headset) and an internet connection.
Training follow up and evaluation
- Individual preparatory questionnaire before training
- Access to a personal Extranet account before, during and after training (sharing of information and documents, contribution to Quality Monitoring, etc.)
- Online attendance sheet signed by half a day
- Final evaluation in a MCQ form
- Satisfaction survey at the end of training
- A training certificate specifying the objectives, duration and dates will be given at the end of the training
- One month of individual follow-up offered by email to answer questions directly related to the content of the training
- Assessment three months after training
Internal rules
To consult our rules of procedure, please click here
Formation inter-entreprises. Le paiement sera dû à réception de la facture (règlement par chèque libellé à l’ordre de BREYNOD SASU ou par virement). En cas de prise en charge par un OPCA, l’accord de prise en charge doit parvenir à BREYNOD. Toute annulation par le client doit être notifiée par écrit à BREYNOD et nous parvenir au plus tard 4 jours francs avant le début de l’action de formation.
Pour toute annulation parvenue moins de 4 jours francs avant le début de l’action de formation ou en cas d’absence d’un ou plusieurs participant(s), l’organisme BREYNOD facturera au client la totalité du prix de l’action de formation à titre de dédommagement, montant non imputable sur le budget formation de l’Entreprise cliente. Toute action de formation commencée est due en totalité.
Formation intra-entreprise. Le paiement sera dû à réception de la facture (règlement par chèque libellé à l’ordre de BREYNOD SASU ou par virement). Toute annulation par le client doit être notifiée par écrit à BREYNOD et nous parvenir au plus tard 2 jours francs avant le début de l’action de formation.
En cas de dédit par le client à moins de 2 jours francs avant le début de l’action de formation, ou d’abandon en cours de formation par un ou plusieurs participant(s), l’organisme BREYNOD retiendra sur le coût total, les sommes qu’il aura réellement dépensées ou engagées pour la réalisation de ladite action, conformément aux dispositions de l’article L.6354-1 du Code du travail.
Avis & témoignages