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  • Being aware of the main customer’s expectations when talking about service
  • Put yourself in your consumer shoes
  • Being aware of the impact of misunderstanding
  • Develop a deeper skill of active listening
  • Understand the importance of getting your customer’s feedback and really taking it into account
  • Know how to easily recognize the behavioural preference of your customer and adapt accordingly
  • Be able to talk in “client’s benefits” when giving arguments
  • Understand why answering an objection by an argument cannot work well
  • Know how to make the difference, to go beyond the “expected”: the wow effect!