Certification referential
Efficient reception and customer relations techniques
Competency framework
A-Greet the customer with a professional posture by showing interest in the rules of politeness to ensure a quality experience.
B-Discover the customer's needs by asking open-ended questions to best guide the customer and ensure a good customer experience.
C-Build a relationship with the customer based on tolerance, empathy and listening to build customer loyalty.
D-Adapt to the personality, culture or disability of the customer to provide a personalized welcome and a unique experience.
E-Defuse conflict situations to deal with incivilities or stressed customers in order to preserve the relationship and a good customer experience.
F-Identify malfunctions and report problems by proposing appropriate solutions to ensure the quality of the reception.
Evaluation methods
E1. Type of evaluation : Oral simulation of a customer reception.
Achievement required of the candidate: The candidate is given the case of a role-play of a visit to a reception area. The candidate will carry out a role-play with the assessor who plays the visitor.
The role-play lasts 10 minutes.
This test validates skills A, B, C and D
E2. Type of evaluation : Practical case study on a fictitious conflict with a client with submission of a written analysis report.
Candidate's task: The candidate is given a practical case study in which a conflict situation with a client is described. The candidate is asked to explain the posture to adopt and the techniques to use in order to calm and resolve the conflict while preserving the relationship with the client.
E3. Type of evaluation : Practical case study on a fictitious situation with submission of a written analysis report.
Candidate's task: The candidate is given a case study in which a reception situation is described. The candidate is asked to identify the dysfunction in the situation and to propose recommendations for resolution.
Evaluation criteria
A-1-The candidate expresses himself/herself clearly, intelligibly and in an appropriate register (not familiar).
A.2-The candidate's farewell is tactful, the visitor is subtly encouraged to take leave.
B.1-Candidate asks open-ended questions to explore needs, rephrases and validates with closed-ended questions
C.1-Candidate shows attention and interest in client, demonstrates listening skills.
D.1-Adapts posture and speech elements according to personality, culture, or disability situation to create a unique experience.
E.1-Candidate identifies conflict triggers.
E-2-The candidate proposes an appropriate conflict resolution method.
E-3-The relationship with the client has improved as a result of the interview.
F.1-The candidate identifies the dysfunction by specifying the essential data (situation, actors, consequences).
F.2-The candidate proposes an action plan and concrete recommendations to resolve the dysfunction.
