{"id":799,"date":"2025-12-05T14:30:54","date_gmt":"2025-12-05T13:30:54","guid":{"rendered":"https:\/\/quanaup.fr\/?post_type=formation&#038;p=799"},"modified":"2025-12-05T14:32:47","modified_gmt":"2025-12-05T13:32:47","slug":"fideliser-ses-clients-en-gerant-les-reclamations","status":"publish","type":"formation","link":"https:\/\/quanaup.fr\/en\/formation\/fideliser-ses-clients-en-gerant-les-reclamations\/","title":{"rendered":"Build customer loyalty by managing complaints"},"content":{"rendered":"<p>Au secours ! Une r\u00e9clamation client !<\/p>\n\n\n\n<p>Pas de panique, en g\u00e9rant bien votre communication avec le client, vous pourrez r\u00e9soudre son probl\u00e8me et lui (re)donner confiance, ce qui contribue \u00e0 le fid\u00e9liser.<\/p>\n\n\n\n<p>Profitez aussi de cette opportunit\u00e9 pour am\u00e9liorer votre produit et vos services en traitant le fond du probl\u00e8me rencontr\u00e9.<\/p>\n\n\n\n<h2 class=\"gb-text gb-text-dbc039fa\">Goals<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Comprendre les avantages d\u2019un bon traitement des r\u00e9clamations, pour le client et pour votre entreprise<\/li>\n\n\n\n<li>R\u00e9pondre aux r\u00e9clamations client de mani\u00e8re professionnelle<\/li>\n\n\n\n<li>Faire prendre en compte la r\u00e9clamation dans votre entreprise pour am\u00e9liorer vos produits et services<\/li>\n<\/ul>\n\n\n\n<h2 class=\"gb-text gb-text-0559e836\">Course content<\/h2>\n\n\n\n<div class=\"gb-accordion\">\n<div class=\"gb-accordion__item gb-accordion__item-7f817e58\">\n<div role=\"button\" tabindex=\"0\" class=\"gb-accordion__toggle gb-accordion__toggle-052d58b9\" id=\"gb-accordion-toggle-052d58b9\">\n<h3 class=\"gb-text gb-text-edba791c\">1. Les avantages d\u2019un bon traitement des r\u00e9clamations<\/h3>\n\n\n\n<span class=\"gb-accordion__toggle-icon gb-accordion__toggle-icon-0489e1ac\"><span class=\"gb-accordion__toggle-icon-open\"><svg aria-hidden=\"true\" viewbox=\"0 0 256 256\"><rect width=\"256\" height=\"256\" fill=\"none\"><\/rect><polyline points=\"208 96 128 176 48 96\" fill=\"none\" stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"16\"><\/polyline><\/svg><\/span><span class=\"gb-accordion__toggle-icon-close\"><svg aria-hidden=\"true\" viewbox=\"0 0 256 256\"><rect width=\"256\" height=\"256\" fill=\"none\"><\/rect><polyline points=\"48 160 128 80 208 160\" fill=\"none\" stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"16\"><\/polyline><\/svg><\/span><\/span>\n<\/div>\n\n\n\n<div class=\"gb-accordion__content\" id=\"gb-accordion-content-38318643\">\n<div class=\"gb-element-baf94960\">\n<ul class=\"wp-block-list\">\n<li>Image de marque, confiance et fid\u00e9lisation<\/li>\n\n\n\n<li>Am\u00e9lioration des produits et services<\/li>\n\n\n\n<li>Ne pas attendre la r\u00e9clamation : prendre en compte les alertes<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"gb-accordion__item gb-accordion__item-f7c7b7d9\">\n<div role=\"button\" tabindex=\"0\" class=\"gb-accordion__toggle gb-accordion__toggle-f8715231\" id=\"gb-accordion-toggle-f8715231\">\n<h3 class=\"gb-text gb-text-05b78fc2\">2. Recevoir la r\u00e9clamation : l\u2019importance de la r\u00e9activit\u00e9<\/h3>\n\n\n\n<span class=\"gb-accordion__toggle-icon gb-accordion__toggle-icon-541d0457\"><span class=\"gb-accordion__toggle-icon-open\"><svg aria-hidden=\"true\" viewbox=\"0 0 256 256\"><rect width=\"256\" height=\"256\" fill=\"none\"><\/rect><polyline points=\"208 96 128 176 48 96\" fill=\"none\" stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"16\"><\/polyline><\/svg><\/span><span class=\"gb-accordion__toggle-icon-close\"><svg aria-hidden=\"true\" viewbox=\"0 0 256 256\"><rect width=\"256\" height=\"256\" fill=\"none\"><\/rect><polyline points=\"48 160 128 80 208 160\" fill=\"none\" stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"16\"><\/polyline><\/svg><\/span><\/span>\n<\/div>\n\n\n\n<div class=\"gb-accordion__content\" id=\"gb-accordion-content-fc8e37be\">\n<div class=\"gb-element-8f13d984\">\n<ul class=\"wp-block-list\">\n<li>Accuser r\u00e9ception et temporiser<\/li>\n\n\n\n<li>1\u00e8re analyse : comprendre et circonscrire<\/li>\n\n\n\n<li>Informer r\u00e9guli\u00e8rement pour rassurer : une transparence ma\u00eetris\u00e9e<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"gb-accordion__item gb-accordion__item-504a43cb\">\n<div role=\"button\" tabindex=\"0\" class=\"gb-accordion__toggle gb-accordion__toggle-cbc58805\" id=\"gb-accordion-toggle-cbc58805\">\n<h3 class=\"gb-text gb-text-71516cd6\">3. R\u00e9pondre \u00e0 la r\u00e9clamation<\/h3>\n\n\n\n<span class=\"gb-accordion__toggle-icon gb-accordion__toggle-icon-c9c63787\"><span class=\"gb-accordion__toggle-icon-open\"><svg aria-hidden=\"true\" viewbox=\"0 0 256 256\"><rect width=\"256\" height=\"256\" fill=\"none\"><\/rect><polyline points=\"208 96 128 176 48 96\" fill=\"none\" stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"16\"><\/polyline><\/svg><\/span><span class=\"gb-accordion__toggle-icon-close\"><svg aria-hidden=\"true\" viewbox=\"0 0 256 256\"><rect width=\"256\" height=\"256\" fill=\"none\"><\/rect><polyline points=\"48 160 128 80 208 160\" fill=\"none\" stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"16\"><\/polyline><\/svg><\/span><\/span>\n<\/div>\n\n\n\n<div class=\"gb-accordion__content\" id=\"gb-accordion-content-bb145c12\">\n<div class=\"gb-element-51a50b68\">\n<ul class=\"wp-block-list\">\n<li>Le fond : avancement et r\u00e9solution technique<\/li>\n\n\n\n<li>Et si c\u2019est la faute du client ?<\/li>\n\n\n\n<li>La forme : e-mail \/ t\u00e9l\u00e9phone \/ visio \/ visite<\/li>\n\n\n\n<li>Le suivi : maintenir une relation avec son client pour conna\u00eetre ses besoins et attentes<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"gb-accordion__item gb-accordion__item-1ff856b6\">\n<div role=\"button\" tabindex=\"0\" class=\"gb-accordion__toggle gb-accordion__toggle-87913abb\" id=\"gb-accordion-toggle-87913abb\">\n<h3 class=\"gb-text gb-text-6dc1c59c\">4. S\u2019am\u00e9liorer gr\u00e2ce aux alertes et r\u00e9clamations<\/h3>\n\n\n\n<span class=\"gb-accordion__toggle-icon gb-accordion__toggle-icon-dc647481\"><span class=\"gb-accordion__toggle-icon-open\"><svg aria-hidden=\"true\" viewbox=\"0 0 256 256\"><rect width=\"256\" height=\"256\" fill=\"none\"><\/rect><polyline points=\"208 96 128 176 48 96\" fill=\"none\" stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"16\"><\/polyline><\/svg><\/span><span class=\"gb-accordion__toggle-icon-close\"><svg aria-hidden=\"true\" viewbox=\"0 0 256 256\"><rect width=\"256\" height=\"256\" fill=\"none\"><\/rect><polyline points=\"48 160 128 80 208 160\" fill=\"none\" stroke=\"currentColor\" stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"16\"><\/polyline><\/svg><\/span><\/span>\n<\/div>\n\n\n\n<div class=\"gb-accordion__content\" id=\"gb-accordion-content-c4359532\">\n<div class=\"gb-element-0f764df9\">\n<ul class=\"wp-block-list\">\n<li>R\u00e9soudre les causes racines du probl\u00e8me<\/li>\n\n\n\n<li>\u00c9tendre la r\u00e9solution aux produits et services similaires<\/li>\n\n\n\n<li>Suivi et bilan p\u00e9riodique des r\u00e9clamations<\/li>\n\n\n\n<li>Communiquer en interne : les r\u00e9clamations et leurs cons\u00e9quences<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>Turn customer complaints into opportunities for improvement<\/p>","protected":false},"featured_media":802,"template":"","meta":{"_acf_changed":false,"_seopress_robots_primary_cat":"","_seopress_titles_title":"","_seopress_titles_desc":"","_seopress_robots_index":"","_seopress_analysis_target_kw":"","inline_featured_image":false,"footnotes":""},"categorie-de-formation":[7],"class_list":["post-799","formation","type-formation","status-publish","has-post-thumbnail","hentry","categorie-de-formation-outils-qualite"],"acf":[],"_links":{"self":[{"href":"https:\/\/quanaup.fr\/en\/wp-json\/wp\/v2\/formation\/799","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/quanaup.fr\/en\/wp-json\/wp\/v2\/formation"}],"about":[{"href":"https:\/\/quanaup.fr\/en\/wp-json\/wp\/v2\/types\/formation"}],"version-history":[{"count":0,"href":"https:\/\/quanaup.fr\/en\/wp-json\/wp\/v2\/formation\/799\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/quanaup.fr\/en\/wp-json\/wp\/v2\/media\/802"}],"wp:attachment":[{"href":"https:\/\/quanaup.fr\/en\/wp-json\/wp\/v2\/media?parent=799"}],"wp:term":[{"taxonomy":"categorie-de-formation","embeddable":true,"href":"https:\/\/quanaup.fr\/en\/wp-json\/wp\/v2\/categorie-de-formation?post=799"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}