Client Excellence & Processes
Transform support and operations into client experience ambassadors and loyalty drivers
+30%
Client satisfaction (NPS)
-40%
Complaint handling time
What you'll master after this program
Master client communication in 3 typical situations (request, complaint, escalation)
Apply the ERPA method to handle complaints
Ensure effective coordination with sales teams
Create memorable moments of client satisfaction
Detailed program
Client Excellence — The 3 Key Situations
90 min
Master the codes of professional client communication in all situations
Methods
Deliverables
📋Client communication guide (3 scripts)
Handling Complaints — ERPA Method
90 min
Turn complaints into loyalty opportunities with a proven method
Methods
Deliverables
📋ERPA guide (Empathise, Reformulate, Propose, Act)
Sales-Support Coordination
60 min
Streamline handoffs between sales and support for a seamless client experience
Methods
Deliverables
📋Coordination process
📋Sales→support handoff template
What you take away
Client communication guide (3 script types)
ERPA method guide
Sales-support coordination process
Commercial handoff template
Available formats
🏢 In-person
- • In your premises or partner venue
- • Groups of 6 to 12 participants
- • Materials and handouts provided
- • Exercises on your real cases
💻 Remote
- • Zoom + interactive Miro Board
- • Breakout rooms
- • Replay available 30 days
- • Digital resources included
CSF funding available
Up to 70% of the cost recoverable for Moroccan companies — we guide you through the process.
Interested in this program?
Book a free consultation to tailor this program to your team and context.
Request a quote for this program →