TMCVB - THEME 2- E32 - Gérer les situations difficiles face à un retour client ou une réclamation by Christine RODRIGUES https://padlet.com/prof_rodrigues_/kuagxs1485ib en-us 2017-12-29 05:28:45 UTC 2025-04-25 03:44:12 UTC hello@padlet.com Introduction / VIDEO prof_rodrigues_ https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/1855917926 2021-10-30 20:51:48 UTC https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/1855917926 COURS prof_rodrigues_ https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/1855992759 2021-10-30 22:43:49 UTC https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/1855992759 MISSION 1 : repérer les enjeux et le étapes de la réclamation prof_rodrigues_ https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/1855993214 2021-10-30 22:44:37 UTC https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/1855993214 Comment réagir face à un client mécontent ? prof_rodrigues_ https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/1855995497 2021-10-30 22:48:25 UTC https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/1855995497 ...Et au téléphone ? prof_rodrigues_ https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/1855996651 2021-10-30 22:50:23 UTC https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/1855996651 TP : Créer des situations de clients mécontents de produits/services (domaine vente PFMP? : vécues/observées/imaginées ) prof_rodrigues_ https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/1855999514 1- choisissez un domaine d'activité par binôme
2- Définissez 2 situations avec 2 "types de client" ( profil client étudié en cours)
3- Définissez et adoptez des "attitudes" à privilégier
4- jouez la scène en mettant en pratique l'ensemble des techniques présentées ( grilles d'évaluation)]]> 2021-10-30 22:55:50 UTC https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/1855999514 MISSION 2 : Identifier les causes des réclamations prof_rodrigues_ https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/1856000454 2021-10-30 22:57:44 UTC https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/1856000454 TD intro : visualisez cette situation de gestion d'un client difficile et identifiez les étapes de la technique de prise en charge du client. prof_rodrigues_ https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/1856008246  ]]> 2021-10-30 23:12:37 UTC https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/1856008246 MISSION 3 : proposer une solution adaptée en tenant compte des procédures de l'entreprise prof_rodrigues_ https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/1856008459 2021-10-30 23:13:03 UTC https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/1856008459 MISSION 4 : Gérer son stress ( préparation TP ORAL) prof_rodrigues_ https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/1856015932 r]]> 2021-10-30 23:26:58 UTC https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/1856015932 Qu'est ce que le stress ? prof_rodrigues_ https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/1856017773 2021-10-30 23:30:41 UTC https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/1856017773 En finit avec le stress pour être zen face aux clients mécontents prof_rodrigues_ https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/1856019319 2021-10-30 23:33:52 UTC https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/1856019319 11 conseils ! prof_rodrigues_ https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/1856021432 2021-10-30 23:37:56 UTC https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/1856021432 Site réclamations peugeot prof_rodrigues_ https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/1911310330 2021-11-24 20:53:57 UTC https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/1911310330 pépins en pépites.... prof_rodrigues_ https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/2249459968 2022-07-25 20:08:20 UTC https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/2249459968 Expliquez l'animation et en quoi Peugeot répond à cette exigence. prof_rodrigues_ https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/2249463174 2022-07-25 20:19:35 UTC https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/2249463174 Page site internet contact PEUGEOT prof_rodrigues_ https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/2249917382 2022-07-26 12:23:20 UTC https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/2249917382 exemple jeu de rôle prof_rodrigues_ https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/2249941282 2022-07-26 13:10:25 UTC https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/2249941282 TD INTRO : prenez connaissance des diverses réclamations présentées et tentez d'identifier les causes de réclamations en question. prof_rodrigues_ https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/2249962466 2022-07-26 13:50:59 UTC https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/2249962466 SAV 2003 prof_rodrigues_ https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/2250635328 2022-07-27 14:45:32 UTC https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/2250635328 SAV 2010 prof_rodrigues_ https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/2250636919 2022-07-27 14:48:29 UTC https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/2250636919 PUB SAV 2015 prof_rodrigues_ https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/2250637843 2022-07-27 14:50:17 UTC https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/2250637843 TD : quels messages veulent faire passer ces publicités ? prof_rodrigues_ https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/2250638451 2022-07-27 14:51:21 UTC https://padlet.com/prof_rodrigues_/kuagxs1485ib/wish/2250638451