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

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