Mieux gerer les reclamations clients
GESTION EFFICACE DES RÉCLAMATIONS CLIENTS La réclamation d’un client constitue souvent une opportunité idéale pour fidéliser, consolider sa relation avec le client et pourquoi pas… générer de nouvelles affaires. Mais ce n’est pas en se pliant sans réserve à des demandes plus ou moins menaçantes et parfois déraisonnables que l’on parviendra à établir la satisfaction de son client dans une relation gagnant/gagnant lors d’une réclamation d’un client. Pour établir un service à la clientèle qui soit rentable, il faut savoir faire preuve d’empathie, bien sûr, mais aussi de discernement et de fermeté , des qualités que vous apprendrez à développer en vous inscrivant à ce programme de formation. OBJECTIFS : Connaître son client Démystifier les craintes reliées aux menaces proférées par certains clients Rentabiliser le service à la clientèle Fournir outils, méthodes et comportements relationnels pour traiter efficacement les réclamations en face à face par téléphone et par écrit NOTRE SITE INTERNET PUBLIC CONCERNÉ : Directeurs service à la clientèle, préposés à la clientèle, responsables des réclamations, responsables des plaintes. PROGRAMME : 1. Faire de chaque réclamation l’opportunité d’améliorer sa relation avec le client Resituer le traitement des réclamations parmi les bonnes pratiques de fidélisation Comprendre l’état d’esprit et les attentes véritables du client insatisfait Maîtriser la dimension émotionnelle de la réclamation Choisir le meilleur canal pour traiter la réclamation : rencontre, par téléphone, par écrit Savor faire respecter les politiques de son entreprise 2. Avoir un comportement rassurant et ferme Maîtriser la dimension émotionnelle de la réclamation Repérer ses comportements inefficaces S’appuyer sur ses ressources personnelles : présence, maîtrise de soi, assertivité Faire preuve d’empathie et de solidarité avec le client Personnaliser la relation et le traitement apporté à la réclamation 3. Proposer des solutions satisfaisantes pour le client qui réclame S’entraîner aux techniques qui favorisent le dialogue : écoute, questionnement et reformulation Trouver la base commune pour sortir de la situation : intention partagée, points d’accord… objectifs communs Négocier une solution satisfaisante pour le client et pour l’entreprise 4. Optimiser la qualité des réponses écrites à la réclamation Maîtriser le style et la structure d’une réponse aux réclamations Personnaliser chaque réponse à partir des principes clés de l’écrit Rédiger un courriel efficace MÉTHODOLOGIE : Apports théoriques, exercices pratiques, échanges d’expérience, exercices d’entraînement, mises en situation et jeux de rôle DURÉE : 3 jours DATE ET LIEU : Région de Montréal Les 19-20-21 janvier 2010 Hôtel des Gouverneurs, 1415, Rue St-Hubert, Montréal Région de Québec Les 23-24-25 février 2010 Loews Le Concorde, 1225, Cours du Général-de-Montcalm, Québec Notre site internet Pour informations additionnelles ou pour vous inscrire, communiquez avec un de nos conseillers au 1-800-861-6618 Unsubscribe me from this list Administration | 707, rue du Village, suite 202 | Morin-Heights | Québec | J0R1H0 | Canada Unsubscribe: http://ct.ymdirect1.com/rd/cts?d=10007-43157-27169-17173-951-2003218-0-0-0-1-7485-153&list_id=27169&email=debian-...@lists.debian.org&message_id=43157 Privacy Policy: http://ct.ymdirect1.com/rd/cts?d=10007-43157-27169-17173-951-2003219-0-0-0-1-7485-153 Powered by Yesmail Direct.
Re: dead link on http://www.debian.org/distrib/pre-installed#ch -> http://www.panthera-systems.net/
On Mon, Nov 16, 2009 at 08:31:58AM +0100, Daniel Baumann wrote: > Simon Paillard wrote: > > Any news regarding this ? > > please remove the entry from the list, thanks. Done. -- Simon Paillard -- To UNSUBSCRIBE, email to debian-www-requ...@lists.debian.org with a subject of "unsubscribe". Trouble? Contact listmas...@lists.debian.org
succes in perioada de criza
sunteti in cautare de noi clienti, parteneri ? cautati noi clienti/parteneri de afacere ? Buna ziua, As vrea sa va adresez o intrebare: Aveti activitate in domeniul vanzarilor, va intereseaza o oportunitate de a gasi noi clienti ? Va intereseaza o baza de date cu 30.000 de adrese de email unice de la firme din tara ? Este foarte utila si usor de folosit pentru cei care vor sa se faca cunoscuti, sa-si revigoreze afacerea. Puteti gasi astfel numerosi parteneri si clienti pentru serviciile si produsele dvs. 250 lei. Daca va intereseaza si aveti intrebari lasati un numar de telefon sau email si veti primi detaliile de care aveti nevoie. < Acest mesaj nu se doreste a fi catalogat drept SPAM*, deoarece mesajul va este transmis din dorinta de a va prezenta produsele si serviciile pe care vi le putem oferi. Adresa D-voastra de e-mail a fost gasita pe un site public** sau a fost publicata intr-unul din numeroasele ghiduri de afaceri existente in Romania. Acest mesaj va este adresat cu scopul de a va invita sa profitati de oportunitatile mentionate. Pentru ca intelegem si apreciem intimitatea D-voastra ne cerem scuze daca acest mesaj a ajuns din greseala la dvs. iar daca doriti sa nu mai primiti mesaje publicitare in viitor va rugam sa trimiteti un replay la acest email cu subiectul "NU" sau "Dezabonare". Adresa Dvs. va fi automat scoasa din baza noastra de date. Pentru a evita alte neplaceri va rugam sa precizati si adresele de e-mail alternative, care vreti sa fie scoase din baza de date, altele decat adresa de e-mail la care ati primit acest mesaj. Va multumim anticipat pentru intelegere! . . . . . _ Email Marketing in 4 easy steps, with X-Mailer Direct http://www.x-mailer.com -- To UNSUBSCRIBE, email to debian-www-requ...@lists.debian.org with a subject of "unsubscribe". Trouble? Contact listmas...@lists.debian.org
Bug#556549: Broken links on packages.debian.org for drupal6 source package
Package: www.debian.org The following page lists the source package information for drupal6: http://packages.debian.org/source/lenny/drupal6 However, in the "Links for drupal6" section, the following links are broken and produce 404 errors: Debian Changelog http://packages.debian.org/changelogs/pool/main/d/drupal6/drupal6_6.6-3lenny3/changelog Copyright File http://packages.debian.org/changelogs/pool/main/d/drupal6/drupal6_6.6-3lenny3/copyright Debian Patch Tracker http://patch-tracker.debian.org/package/drupal6/6.6-3lenny3 -- Paul Waring http://www.pwaring.com -- To UNSUBSCRIBE, email to debian-www-requ...@lists.debian.org with a subject of "unsubscribe". Trouble? Contact listmas...@lists.debian.org
Contacting Junaedi Kartawijaya
Hi, I'm trying to contact the Indonesian translation coordinator, Junaedi Kartawijaya , but emails to that address bounce. Does anyone know how to reach them? -- Matthttp://ftbfs.org/kraai -- To UNSUBSCRIBE, email to debian-www-requ...@lists.debian.org with a subject of "unsubscribe". Trouble? Contact listmas...@lists.debian.org
Dead link on http://www.debian.org/CD/vendors/#mx
The link "Alejandro Sierra" on http://www.debian.org/CD/vendors/#mx is dead. -- Gruß Thomas -- To UNSUBSCRIBE, email to debian-www-requ...@lists.debian.org with a subject of "unsubscribe". Trouble? Contact listmas...@lists.debian.org
Re: Contacting Junaedi Kartawijaya
On Mon, 16 Nov 2009 16:45:46 -0800 Matt Kraai wrote: > I'm trying to contact the Indonesian translation coordinator, Junaedi > Kartawijaya , but emails to that address > bounce. Does anyone know how to reach them? the address seems not reachable over 7 months http://lists.debian.org/debian-www/2009/03/msg00243.html http://www.facebook.com/junaedi.kartawijaya can be used to contact? (just a possibility.. I didn't check if it works, I don't use facebook) -- victory -- To UNSUBSCRIBE, email to debian-www-requ...@lists.debian.org with a subject of "unsubscribe". Trouble? Contact listmas...@lists.debian.org
Ten Reason to Invest in Iraq
With an economy poised for resurgence, abundant numbers of educated and talented people immediately available and an attractive pro-business fiscal environment, Iraq has a lot to offer. Invest in Iraq — The Time is Now. 1. Superb strategic location — gateway to the region. Iraq has historically occupied a pivotal position in the Arabian Gulf and Middle East region. It has strategically important ports and airports and can prove to be a cost-effective trading and distribution location. 2. Numerous green and brownfield opportunities across multiple sectors. There investment needs across all sectors of the Iraqi economy. The Government of Iraq has identified over 750 investment opportunities throughout Iraq in a variety of sectors. These include construction, manufacturing industry, agriculture, tourism, housing, telecommunications and healthcare. Most of these are immediately available and further details can be obtained by contacting the National Investment Commission. 3. Unmet needs of a diverse domestic market. Iraq’s strategic position, availability of people and competitive cost base make it an excellent location from which to export to the region and to the world. However, given that the majority of goods sold now in Iraq are imported, Iraq’s domestic market of 30 million people offers an obvious opportunity to produce and sell goods and service to provide import substitution. 4. Increasing middle class creating demand for new products and services. As Iraq’s stability and security continues to improve, its displaced professionals are slowly returning home and re-entering the workforce. Iraq’s expanding middle-class is proving to have the expendable income to demand better products and services. 5. Educated, talented and available workforce. The workforce in Iraq is well-educated. Over 11% are graduates or post-graduates and 20% have higher-level academic or technical qualifications. Iraq traditionally is strong in disciplines such as engineering, medicine and agriculture and has also abundant numbers of people with administrative and organizational skills. Iraq’s population of 30 million is one of the world’s youngest with 71% under the 30 years of age and an astounding 83% under 40. Factors such as the current unemployment rate of 15% and high levels of underemployment clearly show the enormous capacity of the Iraqi workforce to provide a strong people solution to investors’ needs. 6. Competitive wages and operating costs. Iraq’s cost base is one of the most competitive in the region and globally. For example, an engineering professional is 89% cheaper than the UAE and a skilled operative 92% cheaper than the UK. Whilst wages rates are dramatically below those in the United States or Europe, this factor, combined with Iraq’s availability of graduates and professionals means an overall excellent value for money investment proposition. 7. Strong investment incentives, tax exemptions and guarantees offered. Iraq offers investors a period of ten years free from all taxes, including corporation tax and fees. This period is extended to 15 years if the project is a joint venture with a majority Iraqi stakeholder. Additional incentives include the right to repatriate investment and profits from investment, the right to employ foreign workers when needed and three years exemption from import fees for required equipment. The Government of Iraq also guarantees that investments will not be nationalized or confiscated. 8. Low corporate tax rates. Even after the generous tax-free period has been completed, investors will continue to benefit from Iraq’s company tax rate of only 15% - one of the most competitive in the region and globally. Both the tax free period and the low ongoing rate help investors to become profitable more quickly and encourages reinvestment. 9. Ample opportunity for local partnerships. The Iraqi economy boasts a number of established companies, state-owned-enterprises and service providers. As the country continues to refine its investment environment and bring stability to its political, security and economic activities, local partners serve as good option to expedite and navigate the legal, regulatory and physical landscapes of Iraq. Local partners have access to vital market knowledge; navigate regulatory requirements; provide labor and other inputs at competitive rates; utilize pre-established sales network; and maintain other necessary business relationships, i.e. banking, legal, and distribution, which are critical to the success of an operation. While these companies maintain room for growth, many are poised to share in both the investment risk and long-term benefits. These companies and service providers span most sectors, industries and provinces throughout Iraq. 10. Abundant and untapped natural resources. Iraq holds one of the principal hydrocarbon reserves in the world. With proven reserves estimated at 115 billion barrels, Iraq’s
