1. e-Learning module:
Customer relationship: the stakes

• Criteria for assessing customer satisfaction.
• Differentiating between customer satisfaction and customer preference.
• Identifying true exchanges with customers.
• The key emotions in creating customer loyalty.
• Managing the emotional aspect successfully.

2. Podcast episode:
Customer relationships: the stakes

3. e-Learning module:
Customer relationship: building trust

• Identifying the challenges of contact with customers.
• Enhancing your interpersonal relationship skills.
• Establishing close communication with customers. 
• Preserving relationships in difficult situations.

4. e-Learning module:
Customer relationship: practising active listening

• Encouraging the expression of customer needs.
• Asking the right questions.
• Overcoming obstacles to mutual understanding.
• Showing empathetic listening using the appropriate techniques.

5. e-Learning module:
Customer relationship: reaching agreement

• Using customer needs to support your argument.
• Focusing on benefits for the customer.
• Using service-oriented vocabulary.
• Winning customer loyalty despite difficulties.

6. Podcast episode:
Key moments in customer satisfaction

7. e-Learning module:
Developing loyalty through customer relationships

• Focusing on customer satisfaction to develop loyalty.
• Understanding the levers of customer preference.
• Managing situations of dissatisfaction.
• Advising customers wisely to win repeat business.