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Quiz Émotions et relation client

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Quiz Émotions et relation client

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About this activity

Mettez à l'épreuve votre gestion des émotions.

Created by

Éric Renaud
Éric Renaud
France

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Quiz Émotions et relation client
 

Quiz Émotions et relation clientOnline version

Mettez à l'épreuve votre gestion des émotions.

by Éric Renaud
1

Une situation émotionnellement complexe est surtout technique.

2

"Ce n'est pas de mon service" correspond à une attitude de soutien.

3

Si je comprends bien, vous êtes sans connexion depuis 5 jours ? correspond à une reformulation.

4

Un client en colère signifie souvent qu'un besoin important n'est pas satisfait.

5

La priorité du conseiller face à une forte émotion est d'apaiser la relation.

6

Un client en colère cherche systématiquement un conflit.

7

Donner immédiatement la solution est la priorité du conseiller.

8

Derrière une attitude agressive se cache toujours de la joie.

9

Derrière une attitude agressive peut se cacher de la peur.

10

Une situation devient émotionnellement complexe quand l'émotion impacte la relation.

 
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