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Downloading games is an exclusive feature for users with an Academic Plan or a Commercial Plan.

Get your Academic Plan or your Commercial Plan now and start integrating your games into your LMS, website or blog.

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Evaluation Formative

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About this activity

Conseiller de relation client à distance

Created by

Éric Renaud
Éric Renaud
France

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Evaluation Formative
 

Evaluation FormativeOnline version

Conseiller de relation client à distance

by Éric Renaud
1

L’attitude PORTER consiste à écouter activement sans juger.

2

Le besoin est une nécessité essentielle, le désir est une envie plus subjective.

3

Un jugement de valeur est une observation objective.

4

Le biais cognitif de confirmation consiste à chercher uniquement les informations qui confirment nos idées.

5

La neutralité bienveillante signifie ignorer les émotions du client.

6

Le protocole ERIC commence par exprimer ce que l’on ressent.

7

Identifier un besoin aide à mieux orienter la réponse client.

8

Le biais de halo consiste à généraliser une impression positive ou négative.

9

Le protocole ERIC aide à désamorcer les conflits de manière constructive.

10

Juger rapidement un client est recommandé pour gagner du temps.

 
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