Customer management in crisis situation - G-CM 2011 29 04

Speaker / Trainer in Customer management in crisis situation (please quote ref : G-CM 2011 29 04) Objective: 1 day programme to prepare sales and technical consultants : _ to deal with customer in a difficult or crisis situation i.e. quality and delivery issues; _ to negotiate under pressure; _ to anticipate the possible crisis when there is a production issue or delivery issue Other Topics can be included in this day such as : _ Gather information, even in a tense situation, in order to deal with the real problem _ Communicate with confidence and assurance _ Maintain professionalism under pressure _ Create customer satisfaction & provide a solution Programme Structure : - Create real scenarios and put participants into concrete mini situations so that they can apply the learnings and practice the « best practices » from the company - Provide benchmark from other companies : how did they manage the situation (ex Toyota) - Experience sharing - Define an action plan Profile sought Business Background Has strong business experience as customer manager relationship and/or crisis manager (from the angle of relationship with customer, including governments,) with at least 10 years experience. Large company benchmark with cases from other industries who had to deal with customer crisis situations (ie: Toyota and the return of cars, how did they manage the situation…). Different Industries experience and/or knowledge are important Competences The candidate should have excellent training skills as well as interactive style, he should be able to discuss the project with our client and adapt the content to the need of the client. Excellent presentation skills, ability to use PowerPoint slides in an interactive approach, willingness to transfer his/her knowledge to others will ensure the success of this project. Training delivery style & pedagogical capabilities: style of delivery should be interactive, using all means to capture attention of participants (flipcharts, video, exercises, simulations sub-group activities etc…) The trainer should have listening skills and be available to the group as well as respond to individual needs. Facilitation mode is often requested to create a highly participative programme. Language skills: Imperative bi-lingual French and English : should be capable to deliver a training programme in both languages Location: Speaker Imperatively Europe- based. Several sessions planned starting June 2011 in France and Dubai Please ensure, if you are interested, that all above conditions are met, and send a training-focused CV