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Catalogue Formation Page - 27
Le Traitement de la Commande Client (OP-1)
le processus de traitement de la commande et sa mise en place
la C.S.L.P (Offre Client) (OP-2)Définition de l’offre client, mise en œuvre
Mise en place d’un Centre d’Appel (Call Center) (OP-3)
Méthodologie complète de la mise en place d’un centre de traitement des appels client.
Gestion et Traitement des Réclamations Client (OP-4)
Comment suivre, traiter et résoudre les réclamations client ?
Formations la Commande Client
Planning
Achat
Commande
Transport
Warehousing
Production
SCM
Green SCM
Safety
Change
Lean Office
Catalogue Formation Page - 28
la Commande ClientOP OOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOPPPPPPPPPPPPPPPPPPPPPPPPPPP -PPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPP ----------- 1 : le traitement de la Commande Client ------------- 111111111111111 ::::::::::::::::: lllllllllllllleeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeee tttttttttttttttttttttttttttttttttrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrraaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaiiiiiiiiiiiiiiiiiiiitttttttttttttttttttttttttttteeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeemmmmmmmmmmmmmmmmmeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeennnnnnnnnnnnnnnnnnntttttttttttttttttttttttttttt ddddddddddddddddddddddddddddddddeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeee llllllllllllllaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa CCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCoooooooooooooooooooooooooooooooooommmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaannnnnnnnnnnnnnnnnnnndddddddddddddddddddddddddddddddddddddeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeee CCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCllllllllllllllliiiiiiiiiiiiiiiiiiieeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeennnnnnnnnnnnnnnnnnntttttttttttttttttttttttttttt eeeeeeeeeeeeeeeeeeeeeeeeeeeeemmmmmmmmmmmmmmmmmmmmmmmmmmmmmmeeeeeeeeeeeeeeeeeeeeeeeeeeeeennnnnnnnnnnnnnnnnnnnntttttttttttttt dddddddddddddddddddddddddeeeeeeeeeeeeeeeeeeeeeeeeeeeee llllaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa CCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCooooooooooooooooooooooooooommmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaannnnnnnnnnnnnnnnnnnnnnnddddddddddddddddddddddddddeeeeeeeeeeeeeeeeeeeeeeeeeeeee CCCCCCCCCCCCCCCCCCCCCCCCCCCCClllliiiiiiiiiiiiiiiieeeeeeeeeeeeeeeeeeeeeeeeeennnnnnnnnnnnnnnnnnnnnnntttttttttttttttt1111111111111111111
Objectifs
§ Comprendre le processus du traitement de la commande
§ Savoir définir et mettre en place un process fiable et robuste de traitement des commandes
Contenu
§ Définition et documentation du processus de traitement de commande
§ Elaboration du Cahier des Charges des besoins
§ Construction et suivi du planning de mise en place
Public privilégiéFormation généraliste : tout public, du management aux opérationnels
1 jour
Dates et lieux
Dates : Nous consulter
Lieux : AEROCAMPUS Aquitaine Latresne (Bordeaux)
Formation également organisée sur demande
8 personnes minimum – 15 maximum
Tarif par participant
700 € HT (Formation 670 € HT, déjeuner = 30 € HT)Tarif spécifique selon besoins et effectifs
Catalogue Formation Page - 29
la Commande ClientOP OOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOPPPPPPPPPPPPPPPPPPPPPPP -PPPPPPPPPPPPPPPPPPPPPPP PPPPPPPPPPPPPPPPPPPPPPPPPP ----------- 2 : la ------------- 222222222222222222 ::::::::::::::: lllllllllllllllllaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa222222222222222222222222222222 :::::::::::: llllllaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa22222222222222222222222222222222222222222222222222222 C.S.L.P. (aaaaaaaaaaaaaaaaaaaaaaa aaaaaaaaaaaaaaaaaaaaaaaaaaa CCCCCCCCCCCCC...............SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS................LLLLLLLLLLLLLLLLLL..............PPPPPPPPPPPPPPPPPP................. CCCCCCCCCCCCCCC.SSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS.LLLLLL.PPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPP.CCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCC Offre((((((((((((((((((((((((((((((((((((((((((((((((OOOOOOOOOOOOOOOOOOfffffffffffffffffffffffffffffffffffrrrrrrrrrrrrrrrrrrreeeeeeeeeeeeeeeeeeeeeeeeeeeeeeOOOOOOOOOOOOfffffffffffffffffffffffffffffffffffffffffffrrrrrrrrrrrrrrrrrrrrrrrrrreeeeeeeeeeeeeeeeeeeeeeeeeeOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOO Client)eeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeee CCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCllllllllllllllllllllliiiiiiiiiiiiiiiiiieeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeennnnnnnnnnnnnnnnnnnnttttttttttttttttttttttttttttt))))))))))))))))))))))))))CCCCCCCCCCCCCCCCCCCCCCCCCCClllllliiiiiiiiiiiiieeeeeeeeeeeeeeeeeeeeeeeeeennnnnnnnnnnnnnnnnnnnnnnnnttttttttttttt))))))))))))))))))))))CCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCC
Objectifs
§ Pourquoi définir une C.S.L.P. (Customer Service Level Policy ou Offre Client) ?
§ Comment bâtir une offre Client ?
§ Le partage et la diffusion de l’offre client
Contenu
§ Les enjeux de la bonne définition d’une offre client
§ Environnements et contenus de cette offre
§ Valoriser son offre client grâce aux services
Public privilégiéFormation généraliste : tout public, du management aux opérationnels
1 jour
Dates et lieux
Dates : Nous consulter
Lieux : AEROCAMPUS Aquitaine Latresne (Bordeaux)
Formation également organisée sur demande
8 personnes minimum – 15 maximum
Tarif par participant
700 € HT (Formation 670 € HT, déjeuner = 30 € HT)Tarif spécifique selon besoins et effectifs
Catalogue Formation Page - 30
Objectifs
§ Connaître la démarche nécessaire à la mise en place d’un Call Center
§ Répondre de manière optimale à la demande du client
Contenu
§ Définir et mettre en place des procédures standardisées de traitement des appels
§ Elaboration du Cahier des Charges des besoins
§ Construction et suivi du planning de mise en place
Public privilégié
Formation technique : destinée aux fonctions directement confrontées à la problématique
1 jour
Dates et lieux
Dates : Nous consulter
Lieux : AEROCAMPUS Aquitaine Latresne (Bordeaux)
Formation également organisée sur demande
8 personnes minimum – 15 maximum
Tarif par participant
700 € HT (Formation 670 € HT, déjeuner = 30 € HT)Tarif spécifique selon besoins et effectifs
la Commande ClientOP OOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPP -PPPPPPPPPPPPPPPPPPPPPPPPPPPPPP ------------- 3 : Mise en place d’un Centre d’Appel --------- 333333333333333333333333333333333333 :::::::::::::::::::::::: MMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMiiiiiiiiiiiiiiiiiiiiiissssssssssssssssssssssssssssssssssssssseeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeee eeeeeeeeeeeeeeeeeeeeeeeeeeeeennnnnnnnnnnnnnnnnnnnnn ppppppppppppppppppppppppppppplllllllllllllllllaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaccccccccccccccccccccccccccceeeeeeeeeeeeeeeeeeeeeeeeeeeeee ddddddddddddddddddddddddddddddddd uuuuuuuuuuuuuuuuuuuuuuuuuuuuunnnnnnnnnnnnnnnnnn CCCCCCCCCCCCCCCCCCCCCCCCeeeeeeeeeeeeeeennnnnnntttttttttrrrrrreeeeeeeeeeee ddddddddddddd AAAAAAAAAAAAAAAAAAAppppppppppppppppppppppppppppeeeeeeeeeeeeeeellll eeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeee eeeeeeeeeeeeeeeeeeeeeeeeeeennnnnnnnnnnnnnnnnnnnnnnnnnnn pppppppppppppppppppppppppppllllllaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaccccccccccccccccccccccccccceeeeeeeeeeeeeeeeeeeeeeeeeeeee ddddddddddddddddddddddddd’’’’’’’’’’’’’’’’’’’’’’uuuuuuuunnnnnnnnnnnnnnnnnnnnnnnn CCCCCCCCCCCCCCCCCCCCCCCCCCCCCeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeennnnnnnnnnnnnnnnnnnnnnnnnttttttttttttttttttttttrrrrrrrrrrrrrrrrrrrrrrrrrreeeeeeeeeeeeeeeeeeeeeeeeeeeeeee ddddddddddddddddddddddddd’’’’’’’’’’’’’’’’’’’’’’’’’’’AAAAAAAAAAAAAAAAAAAAAAAAAApppppppppppppppppppppppppppppppppppppppppppppppppppppppppppppeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeelllll333333333333333333333333333333
(Call Center) CCCCCCCCCCCCCCCCCCCCCCCCCCCCCeeeeeeeeeeeeeeeeeeeeeeeeeeeeeennnnnnnnnnnnnnnnnnntttttttttttttttttttttttttrrrrrrrrrrrrrreeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeee dddddddddddddddddddddddddddddddd AAAAAAAAAAAAAAAAAAAAppppppppppppppppppppppppppppppppppppppppppppppppppppppppppppppeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeellllllllllll
(((((((((((((((((((((((CCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaalllllllllllllllllllllllllllllllllllll CCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeennnnnnnnnnnnnnnnnnnnnnnnntttttttttttttttttttttttttttteeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeerrrrrrrrrrrrrrrrr)))))))))))))))))))))))))) ((((((((((((((((((((((((CCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCaaaaaaaaaaaaaaaaaaaaaaaaaaaallllllllllll CCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCeeeeeeeeeeeeeeeeeeeeeeeeeeeeennnnnnnnnnnnnnnnnnnnnnnnnttttttttttttttttteeeeeeeeeeeeeeeeeeeeeeeeerrrrrrrrrrrrrrrrrrrrrrrrrrrr))))))))))))))))))))))
Catalogue Formation Page - 31
Objectifs
§ Savoir mettre en place un service de gestion des réclamations Client
§ Maîtriser la gestion des réclamations Client
Contenu
§ Les bases d’une relation Client-Fournisseur
§ Les Procédures d’enregistrement et de traitement des réclamations
§ Comment communiquer avec le client ?
§ Pilotage : quels KPI mettre en place ?
Public privilégié
Formation technique : destinée aux fonctions directement confrontées à la problématique
1 jour
Dates et lieux
Dates : Nous consulter
Lieux : AEROCAMPUS Aquitaine Latresne (Bordeaux)
Formation également organisée sur demande
8 personnes minimum – 15 maximum
Tarif par participant
700 € HT (Formation 670 € HT, déjeuner = 30 € HT)Tarif spécifique selon besoins et effectifs
la Commande ClientOP OOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOPPPPPPPPPPPPPPPPPPPPPPPPP -PPPPPPPPPPPPPPPPPPPPPPPPPPPPP ------------- 4 : Gestion et Traitement des ------------------ 444444444444444 :::::::::::::::: GGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeesssssssssssssssssssssssssssssssssstttttttttttttttttttttttttttttiiiiiiiiiiiioooooooooooooooonnnnnn eeeeeeeeeeeeeettttttttttt TTTTTTrrrrrraaaaaaaaaaaaiiiiitttttttttteeeeeeeeeeeeeemmmmmmmmeeeeeeeeeeeeeeeennnnnnttttttttt dddddddddddeeeeeeeeeeeessssssssssssss 444444444444444444444444444 ::::::::::::::: GGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGeeeeeeeeeeeeeeeeeeeeeeeeeeeeeesssssssssssssssssssssssssssssssssssttttttttttttttttiiiiiiiiiiioooooooooooooooooooooooooooonnnnnnnnnnnnnnnnnnnnnnnn eeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeetttttttttttttttttttt TTTTTTTTTTTTTTTTTTTTrrrrrrrrrrrrrrrrrrrrrrrrraaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaiiiiiiiiiiiiiiiitttttttttttttttttttteeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeemmmmmmmmmmmmmmmmmmmmmmmmmeeeeeeeeeeeeeeeeeeeeeeeeeeeeennnnnnnnnnnnnnnnnnnnnnnnnntttttttttttttttttt dddddddddddddddddddddddddddeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeessssssssssssssssssssssssssssssssssssss444444444444444444444444444
Réclamations Client iiiiiiiiiiiiiioooooooooooooooooooooooooooooooooooonnnnnnnnnnnnnnnnnn eeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeetttttttttttttttttttttttttttttt TTTTTTTTTTTTTTTTTTTrrrrrrrrrrrrrrrrraaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaiiiiiiiiiiiiiiiiiiittttttttttttttttttttttttttttteeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeemmmmmmmmmmmmmmmmmmmmmmmmmmeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeennnnnnnnnnnnnnnnnnnnnnttttttttttttttttttttttttttttttt ddddddddddddddddddddddddddddddddddddeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeessssssssssssssssssssssssssssssss
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRéééééééééééééééééééééééééééééééééééécccccccccccccccccccccccccccccccccclllllllllllllllllllaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaammmmmmmmmmmmmmmmmmmmmaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaattttttttttttttttttttttttttiiiiiiiiiiiiiiiiioooooooooooooooooooooooooooooooooooooooonnnnnnnnnnnnnnnnnnnnssssssssssssssssssssssssssssssssssssss CCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCllllllllllllliiiiiiiiiiiiiieeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeennnnnnnnnnnnnnnnnnntttttttttttttttttttttttttttttt RRRRRRRRRRRRRRRRRRRRRRRRRRRééééééééééééééééééééééééééééééccccccccccccccccccccccccccccllllllaaaaaaaaaaaaaaaaaaaaaaaaaammmmmmmmmmmmmmmmmmmmmmmmmmmmmmmaaaaaaaaaaaaaaaaaaaaaaaaaaatttttttttttttttttttiiiiiiiiiiiiiiiiiiiooooooooooooooooooooooooooonnnnnnnnnnnnnnnnnnnnnnnnnssssssssssssssssssssssssssssss CCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCClllllliiiiiiiiiieeeeeeeeeeeeeeeeeeeeeeeeeeennnnnnnnnnnnnnnnnnnnnnnntttttttttttttttttt
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