CLIENTS - Détails des interventions :

 

HELPLINE - GROUPE NEURONES - Since 2012

In Nanterre, Ivry sur Seine, Angers, Tunis and Timisoara :

  • Designed and taught the course “Business Fundamentals: Customer Relations” for Help Desk technicians. Tools : course materials, training plan, professionalism criteria, quiz, evaluation grid.

  • Designed and taught the course “Qline” in 2013, quality of service for the online Help Desk technicians: Intervention, CP-PS (close supervision) and DM, delivery management. Tools : course materials, training plan, professionalism criteria, quiz, evaluation grid.

  • Designed and delivered the training workshop “Oversee the Production” for CP-PS (close supervision) on the behavioural side: meetings and individual interviews management. Tools: course materials, training plan, professionalism criteria, quiz, evaluation grid.

  • Trained trainers on the Tunis location

HLP Audit - Since 2011

Accountants and Auditors

  • Trained the accountants, reception staff, payroll management employees and customer relations employees.

Verbateam - Since 1996

Communication Consulting Agency for Leaders

  • Image Consultation for leaders : individual coaching for executives and top executives (CEOs of CAC 40 companies).
  • Workshop “Feminine Leadership” for Executives.
  • Workshop “Board Image Cohesion”.
  • Sessions in English.

Pricewaterhouse Coopers - Since 1996

Auditing firm, accounting and consulting

  • Approved Coach and Trainer, member of the internal training team.
  • Coached the future partners, preparation for their pitch.
  • Quality audits, creation and teaching of courses for the support staff : Associates assistants, HR, daily life, planning...
  • Time and priority management, quality of service and internal/external customer relationships, personal development and communication workshops.

Groupe ACCOR, Hôtel Pullman Tour Eiffel - 2010/2011

  • Designed the courses “Grooming”, “Luxury & Protocol”, “Multicultural Savoir-vivre”.
  • Trained the internal trainer.
  • Coached the Hotel’s Executive Committee - 10 people.

Small and Luxury Hôtels, Hôtel Vernet, Paris VIII - 2010

  • Quality audit, design and teaching of courses about customer relations for the entire staff of the Hotel

Landwell Cabinet d’avocats - 2010

  • Audit and training of lawyers’ assistants in internal and external customer relations

Pricewaterhouse Coopers Entreprises - 2009/2010

Auditing, Accounting and Consulting firm

  • Quality audit, design and teaching of courses for the 'support staff', associates assistants from all the provincial agencies: Quimper, Saint Malo, Saint Quentin, Montpellier, Bourg en Bresse, Lyon, Cognac, Pau

KBL Richelieu - 2009

Private Banking - Wealth Management

  • Image Consulting and Coaching for Executives France & Luxembourg

FIRMENICH - 2008

Pharmaceutical company

  • Image Consulting and Coaching for Executives

SNCF - 2008

  • Image Consulting and Coaching for Executives

RATP - 2008

  • Image Consulting and Coaching for Executives

ORASCOM Télécom Algérie (OTA) - 2006

National leader in the mobile phone communications business, with over 10 million subscribers & 3000 employees

  • Designed training sessions, skills transfer and training internal trainers.
  • Training techniques, sales techniques, service quality, customer loyalty.

l’A.F.D.A.S (Assurance Formation des Activités du Spectacle) - 2005

Organisme Paritaire Collecteur Agréé (Opca)

  • Client relations auditing
  • Training of all of the Paris office’s employees in customer relations on the phone.

Homme et Mobilité - 2004/2005

Management Consulting and Career Management firm.

  • Corporate image auditing, 360°.
  • 360° debreifing and coaching of the consultants.

Société française de coaching - 2003

  • Trained reception staff and administrative staff.

LVMH - 2001

Louis Vuitton

Preparation and Training in personal image of the new Champs Elysées store’s sales staff.

SUP de V, HEC - 2001/2002

  • Conferences in business schools on the importance of image and non-verbal communication.

France Télécom - 1991/2002

  • 12 years of interventions for France Telecom

Public market branch

Creation of 4 educational kits about Performance for the managers and the internal trainers (films and manuals on how to conduct meetings, training sessions and individual follow-up interviews) for 4 activities on the residential market :

  • "Welcoming in the boutique"
  • "Greeting on the phone"
  • "Intervening at the customer’s"
  • "Daily training"

Creation of an educational kit "responding to competition"; 150 copies distributed to all the supervisors of the distribution network and phone customer service including a video, a user guide and a self-assessment tool.
Support and training of 100 team managers in teaching techniques in prevision of the teaching of a module for 5,000 operators.
Training of 380 group leaders in individual follow-up interviewing techniques and in the coaching of their collaborators.

Residential markets branch

Examples of modules designed for France Telecom :

  • "Commercial performance in boutiques".
  • "Commercial phone performance in inbound calls".
  • "Commercial phone performance in outbound calls".
  • "Performance of follow-up interviews".

Module for the supervisors :

  • « Waterfall coaching » involving coaching support teams, team managers, the Department Manager and the Branch Manager.

Professional markets branch

Examples of modules designed for France Telecom:

  • "Towards excellence in customer relations" for intervention technicians.
  • "Towards excellence in customer relationship over the phone" intended for sales assistants.
  • "Performance of individual follow-up interviews and coaching", for supervisors.

« Waterfall coaching » involving coaching support teams, team managers, the Department Manager and the Branch Manager.

Companies market branch

Training of Staff in "team building" during the creation of the Agence Entreprises Paris La Défense
Training of the commercial engineers in the importance of image and behaviour in customer relations at the Agence Entreprises La Défense and Maillot.

France Telecom Training School - S.N.E

Training for Trainers "professional image".

France Telecom Sales School

Training of the commercial engineers in the importance of image and behaviour in customer relations.

 LPG SYSTEMS - 2000/2001

Beauty and health company in Sophia Antipolis

  • Trained the reception staff, sales people and phone after-sales employees.

Quality of service and communication skills on the phone

Christie’s - 2000

Auction company based in London

  • Trained specifically customer relations of the reception staff in the Paris offices.

Merck Clevenot - 2000

Pharmaceutical Company

  • Image Consulting and Coaching for Executives

IBM - 1998

  • Image Consulting and Coaching for Executives

Banque Robeco - 1995-1996

Investment bank, professional clientele

  • Trained sales people in customer relations, and sales and negotiation techniques.

ORC, Communication Corporate & Métiers - 1993

Communications agency specialised in corporate communications and internal communications.

  • Image auditing and training of the Executive Committee and sales employees in non-verbal communication.

Garon & Bonvalot - 1992/2000

Out-placement and career management firm

  • 8 years of interventions with candidates in 'out-placement' or career assessment.