Seminar programme
1. The client relationship, a strategic choice for the company
What does “client relationship” mean?
The difference between a commercial transaction and a commercial
relationship
The client relationship: the only tool for developing client loyalty and for
protecting oneself from competitors
When the client relationship deteriorates
Self-knowledge: how to behave when the client relationship is difficult
Behavioural communication
o Behaviour towards an internal client’s criticism
o Assertivity and responsiveness
Show constructive behaviour towards an internal client
My internal interlocutor as the client of my know-how
Client relationship best practices guide
2. Keep a client-oriented state of mind every day
How to manage a relevant objection from a client or a colleague
How to manage an aggressive objection
How to communicate a sense of responsibility to a colleague
How to say no to a colleague in a positive way
How to adapt one’s style of communication according to one’s interlocutor
and one’s level of involvement
How to carry out a constructive interview when faced with an objection
Personal action plan
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IFCAM