{"id":157,"date":"2026-02-14T00:12:40","date_gmt":"2026-02-14T00:12:40","guid":{"rendered":"https:\/\/www.thefrenchhospitalityacademy.com\/?post_type=formations&#038;p=157"},"modified":"2026-02-14T00:12:41","modified_gmt":"2026-02-14T00:12:41","slug":"lexcellence-en-service-client-et-la-gestion-des-reclamations","status":"publish","type":"formations","link":"https:\/\/www.thefrenchhospitalityacademy.com\/en\/formations\/lexcellence-en-service-client-et-la-gestion-des-reclamations\/","title":{"rendered":"Excellence in Customer Service and Complaint Management"},"content":{"rendered":"<p class=\"wp-block-paragraph\"><strong>Cette formation permettra aux participants de d\u00e9velopper les comp\u00e9tences n\u00e9cessaires pour offrir un service client d\u2019excellence, tout en ma\u00eetrisant les techniques de gestion proactive et efficace des r\u00e9clamations, afin de transformer les situations d\u00e9licates en opportunit\u00e9s d\u2019am\u00e9lioration de l\u2019exp\u00e9rience client.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Module 1 : Techniques de communication<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Ma\u00eetriser la communication verbale et non-verbale.<\/li>\n\n\n\n<li>Pratiquer l&rsquo;\u00e9coute active.<\/li>\n\n\n\n<li>Utiliser des techniques de questionnement efficace.<\/li>\n\n\n\n<li>Adapter sa communication en fonction des diff\u00e9rents profils de clients.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Module 2 : Gestion des r\u00e9clamations &amp; Fid\u00e9lisation des clients&nbsp;<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>G\u00e9rer les r\u00e9clamations avec professionnalisme.<\/li>\n\n\n\n<li>Appliquer des techniques de d\u00e9sescalade pour g\u00e9rer les clients m\u00e9contents.<\/li>\n\n\n\n<li>Transformer les situations de tension en opportunit\u00e9s de satisfaction.<\/li>\n\n\n\n<li>Mettre en place des strat\u00e9gies de fid\u00e9lisation.<\/li>\n<\/ul>","protected":false},"featured_media":158,"template":"","meta":{"_acf_changed":false},"class_list":["post-157","formations","type-formations","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.thefrenchhospitalityacademy.com\/en\/wp-json\/wp\/v2\/formations\/157","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.thefrenchhospitalityacademy.com\/en\/wp-json\/wp\/v2\/formations"}],"about":[{"href":"https:\/\/www.thefrenchhospitalityacademy.com\/en\/wp-json\/wp\/v2\/types\/formations"}],"version-history":[{"count":1,"href":"https:\/\/www.thefrenchhospitalityacademy.com\/en\/wp-json\/wp\/v2\/formations\/157\/revisions"}],"predecessor-version":[{"id":159,"href":"https:\/\/www.thefrenchhospitalityacademy.com\/en\/wp-json\/wp\/v2\/formations\/157\/revisions\/159"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.thefrenchhospitalityacademy.com\/en\/wp-json\/wp\/v2\/media\/158"}],"wp:attachment":[{"href":"https:\/\/www.thefrenchhospitalityacademy.com\/en\/wp-json\/wp\/v2\/media?parent=157"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}