{"id":1790,"date":"2021-03-02T08:44:21","date_gmt":"2021-03-02T07:44:21","guid":{"rendered":"http:\/\/thjjwyy.cluster030.hosting.ovh.net\/?post_type=lp_course&#038;p=1790"},"modified":"2025-03-12T11:13:48","modified_gmt":"2025-03-12T10:13:48","slug":"laccueil-du-public","status":"publish","type":"lp_course","link":"https:\/\/controlc.fr\/index.php\/courses\/laccueil-du-public\/","title":{"rendered":"L\u2019ACCUEIL DU PUBLIC"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"1790\" class=\"elementor elementor-1790\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-7c1ce60b elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"7c1ce60b\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-60744bbc\" data-id=\"60744bbc\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-175916f6 elementor-widget elementor-widget-text-editor\" data-id=\"175916f6\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div id=\"detailles-objectif\"><span style=\"color: inherit; font-family: inherit; font-size: 1.75rem;\">Programme<\/span><\/div><div id=\"detailles-participants\"><h4>Les techniques d\u2019accueil<\/h4><p>Identifier la qualit\u00e9 de service attendue au t\u00e9l\u00e9phone<br \/>et en face \u00e0 face<br \/>Diagnostiquer votre qualit\u00e9 de service<\/p><h4>La prise de contact<\/h4><p>L\u2019importance des premiers mots<br \/>Le ton, l\u2019articulation<br \/>Le placement de la voix<br \/>Choisir un rythme adapt\u00e9<br \/>Se pr\u00e9senter<br \/>Le bon usage de son sourire<br \/>Conforter l\u2019image de marque de l\u2019entreprise<br \/>Adapter son attitude \u00e0 celle de son interlocuteur<\/p><h4>L\u2019orientation<\/h4><p>Les r\u00e9flexes<br \/>Filtrer avec tact, savoir faire barrage<br \/>Renseigner ou r\u00e9orienter<br \/>Savoir faire patienter sans faire attendre<br \/>Transmettre un appel et prendre un message pertinent<\/p><h4>L\u2019expression orale<\/h4><p>Choisir un ton et un rythme adapt\u00e9s<br \/>Le choix des mots et la fluidit\u00e9 verbale<br \/>Savoir accueillir, expliquer, argumenter<br \/>Adopter une \u00e9coute active, questionner<br \/>Savoir \u00e9couter et reformuler pour valider<br \/>Ecouter en valorisant<br \/>Expliquer pour informer<br \/>Savoir conclure et prendre cong\u00e9<\/p><h4>Faire face \u00e0 des situations d\u00e9licates au t\u00e9l\u00e9phone ou en face \u00e0 face<\/h4><p>Recadrer un entretien en restant courtois<br \/>Accueillir positivement une r\u00e9clamation<br \/>Canaliser habilement les bavards, rassurer les inquiets<br \/>Ma\u00eetriser l\u2019agressivit\u00e9, l\u2019impatience, l\u2019impolitesse<br \/>Concilier accueil t\u00e9l\u00e9phonique et physique<br \/>Rester toujours constructif<br \/>Savoir contenir ou calmer l\u2019hostilit\u00e9 ou l\u2019agressivit\u00e9.<span style=\"color: var( --e-global-color-text ); font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-weight: var( --e-global-typography-text-font-weight ); font-size: 15px;\">\u00a0<\/span><\/p><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-00e9017 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"00e9017\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-2b1c931\" data-id=\"2b1c931\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-13a70ed elementor-align-center elementor-widget elementor-widget-button\" data-id=\"13a70ed\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/controlc.fr\/wp-content\/uploads\/2021\/03\/ACCUEIL-DU-PUBLIC.pdf\" target=\"_blank\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">La fiche formation<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-c67e0bd\" data-id=\"c67e0bd\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ce5f3ec elementor-align-center elementor-widget elementor-widget-button\" data-id=\"ce5f3ec\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/controlc.fr\/wp-content\/uploads\/2025\/02\/ControlC-Tarifs-epp-2025.pdf\" target=\"_blank\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Nos tarifs<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-b91b1aa\" data-id=\"b91b1aa\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4bbe512 elementor-align-center elementor-widget elementor-widget-button\" data-id=\"4bbe512\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/controlc.fr\/wp-content\/uploads\/2025\/02\/ControlC_planning-interentreprises_-comm_2025-2.pdf\" target=\"_blank\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Le planning<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Programme Les techniques d\u2019accueil Identifier la qualit\u00e9 de service attendue au t\u00e9l\u00e9phone et en face \u00e0 face Diagnostiquer votre qualit\u00e9 de service La prise de contact L\u2019importance des premiers mots Le ton, l\u2019articulation Le placement de la voix Choisir un rythme adapt\u00e9 Se pr\u00e9senter Le bon usage de son sourire&hellip;<\/p>\n","protected":false},"author":6,"featured_media":6129,"comment_status":"closed","ping_status":"closed","template":"","course_category":[40,11],"course_tag":[],"class_list":["post-1790","lp_course","type-lp_course","status-publish","has-post-thumbnail","hentry","course_category-accueil-communication","course_category-communication","course"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>L\u2019ACCUEIL DU PUBLIC -<\/title>\n<meta name=\"description\" content=\"Programme de la formation &quot;Accueil du public&quot;, dispens\u00e9e de un \u00e0 deux jour(s) ControlC Melun Seine-et-Marne Qualiopi\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/controlc.fr\/index.php\/courses\/laccueil-du-public\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta 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