TURNING RECEPTION INTO A DECISIVE COMPETITIVE ADVANTAGE...

Through the "Benchmarking/reception" method, SYNETHIQUE CONSULTANTS offers an "exclusive", innovative, creative and most of all handy and ready to implement concept. This concept aims to :
Create a real "cultural shock".
Boost the awareness of the importance of reception and hence of every one's individual role.

Involve every participant in the event, especially since it happens in a world very different from the firm's. A world where "the sense of client" is the basic value.
Support daily this "sense of client" by developping a "reception" state of mind and acquiring the apropriate behaviors and skills.
Enable employees to directly deal with their client.
Unify teams around common values and strengthen managers in their mission as alchimists of all these different skills.

Finally,
when welcoming a client, rely on favorable relational atmosphere to jump at any commercial opportunity, suggest and close deals on sales and services.
BENCHMARKING METHODOLOGY IN 6 STEPS
1. AUDIT AND DIAGNOSIS ON RECEPTION AND SERVICES

Investigation on clients' quantitative and qualitative satisfaction, work- groups on the notion of "client", listening meetings, inspections in sales outlets and phone calls...

From a toned down approach to a complete scenario according to your needs.
 
2. BENCHMARKING - RECEPTION AT NOVOTEL'S

Total immersion training in a firm well known for the excellence of its reception, the efficiency of its services, its services and team spirit. For instance, Novotel's strategy aims to "astonish their clients". A promise has been made: "Welcome to Novotel, you' re home !".

 
3. ACTION TRAINING

"Cultivate "the sense of client" and optimize the quality of reception and services."
"The way you receive a client can enable you to sale more".
(from an active reception to the mastering of fast multiple sales).
Sales comparative analysis.
Transfer to the actual realities of the firm and the job.
Construction and training around new functionings.
Development and adoption by the whole team of a "Reception and Services Charter".
Implementation of this Charter as a " Reception and Services Action Program".
...
 

4. "FIELD" COACHING

The training is handled by a Synethique Consultants' member or/ and by the trainees commercial and functional superiors.
Implementation on the field of the new commercial behaviors, real sales and sales workshops.
Consolidation of the training benefits by individual and collective backing support.

5. PERPETUATION OF THE ACTION
Secure long term changes.
Handover of the method to the managers of the firm.
Putting in place of a follow-up system and regular result measurements.

 
6. RECEPTION CHECK LISTS

Informative documents for the trainees.
Integration to the firm's intranet.
SOME TESTIMONIES
 
" It's the electric shock we needed ! "
" We discovered our personal benefit in the satisfaction of our client: a happy client makes a happy firm ! "

" Let us professionalize our know-hows as far as reception is concerned but also our ability to communicate ! "

" More than just satisfy our client, let's astonish, enchant him ! "
" After this stay at Novotel's, nothing will ever be the same anymore ! "

SPECIAL AWARD at the 1999
" Les Echos " Training Trophy.
This campain was led for the " Caisse d'Epargne de Franche Comté ".