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Traitement de la relation client:
Appliquer les techniques de traitement d’un contact en relation client à distance
et traiter les demandes (multi canaux : appel, courrier, mail, sms, chat, réseaux
sociaux…)
Accueillir et prendre en charge son interlocuteur
Comprendre et qualifier la demande
Apporter la solution la plus appropriée
Utiliser et renseigner les différents outils/supports métier (site, logiciel, CRM…)
Adapter lestraitements(techniques) aux situations difficiles
Mettre en œuvre lestechniques de fidélisation et de rétention des clients
Promouvoir et vendre des produits et services additionnels
Gestion de l’activité de la relation client:
Gérer efficacement son activité en fonction des flux et de l’équipe
Se tenir informé des évolutions de l’environnement, des produits et services
Rendre compte de son activité auprès de son manager
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