{"id":7614,"date":"2022-06-28T16:21:09","date_gmt":"2022-06-28T14:21:09","guid":{"rendered":"https:\/\/isga.ma\/isga\/?p=7614"},"modified":"2022-08-03T18:41:24","modified_gmt":"2022-08-03T16:41:24","slug":"fiche-metier-responsable-du-service-client","status":"publish","type":"post","link":"https:\/\/isga.ma\/isga\/fiche-metier-responsable-du-service-client\/","title":{"rendered":"Responsable du service client"},"content":{"rendered":"<p>[et_pb_section fb_built=\u00a0\u00bb1&Prime; fullwidth=\u00a0\u00bbon\u00a0\u00bb module_class=\u00a0\u00bbde-inner-page-header\u00a0\u00bb _builder_version=\u00a0\u00bb4.9.7&Prime; background_color=\u00a0\u00bbrgba(6,22,47,0.6)\u00a0\u00bb background_enable_color=\u00a0\u00bboff\u00a0\u00bb background_image=\u00a0\u00bbhttps:\/\/isga.ma\/isga\/wp-content\/uploads\/2022\/06\/manager-point-de-vente-scaled.jpg\u00a0\u00bb parallax=\u00a0\u00bbon\u00a0\u00bb hover_enabled=\u00a0\u00bb0&Prime; title_text=\u00a0\u00bbTravel agent making a business call at his office\u00a0\u00bb sticky_enabled=\u00a0\u00bb0&Prime;][et_pb_fullwidth_post_title meta=\u00a0\u00bboff\u00a0\u00bb featured_image=\u00a0\u00bboff\u00a0\u00bb text_color=\u00a0\u00bblight\u00a0\u00bb admin_label=\u00a0\u00bbPage Title\u00a0\u00bb _builder_version=\u00a0\u00bb4.4.1&Prime; title_font=\u00a0\u00bb|300|||||||\u00a0\u00bb title_font_size=\u00a0\u00bb60px\u00a0\u00bb parallax=\u00a0\u00bbon\u00a0\u00bb parallax_method=\u00a0\u00bboff\u00a0\u00bb title_font_size_tablet=\u00a0\u00bb50px\u00a0\u00bb title_font_size_phone=\u00a0\u00bb40px\u00a0\u00bb title_font_size_last_edited=\u00a0\u00bbon|phone\u00a0\u00bb parallax_effect=\u00a0\u00bbon\u00a0\u00bb border_style=\u00a0\u00bbsolid\u00a0\u00bb][\/et_pb_fullwidth_post_title][\/et_pb_section][et_pb_section fb_built=\u00a0\u00bb1&Prime; admin_label=\u00a0\u00bbsection\u00a0\u00bb module_id=\u00a0\u00bbcourse-overview\u00a0\u00bb _builder_version=\u00a0\u00bb4.9.7&Prime; background_enable_color=\u00a0\u00bboff\u00a0\u00bb custom_css_main_element=\u00a0\u00bb box-shadow: 0px 0px 30px rgba(0, 0, 0, 0.2);\u00a0\u00bb transparent_background=\u00a0\u00bboff\u00a0\u00bb make_fullwidth=\u00a0\u00bboff\u00a0\u00bb use_custom_width=\u00a0\u00bboff\u00a0\u00bb width_unit=\u00a0\u00bbon\u00a0\u00bb][et_pb_row _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4&Prime; _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb][et_pb_text admin_label=\u00a0\u00bbTitre 1&Prime; module_class=\u00a0\u00bbde-special-heading\u00a0\u00bb _builder_version=\u00a0\u00bb4.9.7&Prime; header_2_font=\u00a0\u00bb|600||on|||||\u00a0\u00bb header_2_font_size=\u00a0\u00bb50px\u00a0\u00bb header_2_letter_spacing=\u00a0\u00bb2px\u00a0\u00bb header_3_font=\u00a0\u00bb|300||on|||||\u00a0\u00bb header_3_text_color=\u00a0\u00bb#000000&Prime; header_3_font_size=\u00a0\u00bb40px\u00a0\u00bb header_3_letter_spacing=\u00a0\u00bb1px\u00a0\u00bb background_size=\u00a0\u00bbinitial\u00a0\u00bb background_position=\u00a0\u00bbtop_left\u00a0\u00bb background_repeat=\u00a0\u00bbrepeat\u00a0\u00bb header_2_font_size_tablet=\u00a0\u00bb40px\u00a0\u00bb header_2_font_size_phone=\u00a0\u00bb30px\u00a0\u00bb header_2_font_size_last_edited=\u00a0\u00bbon|desktop\u00a0\u00bb header_3_font_size_tablet=\u00a0\u00bb30px\u00a0\u00bb header_3_font_size_phone=\u00a0\u00bb20px\u00a0\u00bb header_3_font_size_last_edited=\u00a0\u00bbon|desktop\u00a0\u00bb]<\/p>\n<h1 style=\"text-align: left;\">Connaissez-vous ces missions principales  ? Les qualit\u00e9s requises pour exercer ce m\u00e9tier ? Ainsi que les tendances et facteurs d&rsquo;\u00e9volution du m\u00e9tier ?<\/h1>\n<h2 style=\"text-align: left;\">On vous dit tout dans cette fiche m\u00e9tier !<\/h2>\n<p>[\/et_pb_text][et_pb_blurb icon_placement=\u00a0\u00bbleft\u00a0\u00bb admin_label=\u00a0\u00bbOverview Content 1&Prime; _builder_version=\u00a0\u00bb4.9.7&Prime; header_font=\u00a0\u00bbRaleway|700|||||||\u00a0\u00bb header_text_align=\u00a0\u00bbleft\u00a0\u00bb header_text_color=\u00a0\u00bb#1c9576&Prime; header_font_size=\u00a0\u00bb21px\u00a0\u00bb body_font=\u00a0\u00bbSource Sans Pro||||||||\u00a0\u00bb body_text_align=\u00a0\u00bbleft\u00a0\u00bb body_text_color=\u00a0\u00bb#555556&Prime; body_font_size=\u00a0\u00bb18.75px\u00a0\u00bb background_size=\u00a0\u00bbinitial\u00a0\u00bb background_position=\u00a0\u00bbtop_left\u00a0\u00bb background_repeat=\u00a0\u00bbrepeat\u00a0\u00bb custom_margin=\u00a0\u00bb|10%|||false|false\u00a0\u00bb custom_css_blurb_content=\u00a0\u00bb max-width: 100%;\u00a0\u00bb use_border_color=\u00a0\u00bboff\u00a0\u00bb border_color=\u00a0\u00bb#ffffff\u00a0\u00bb border_style=\u00a0\u00bbsolid\u00a0\u00bb]Perfectionnement de l\u2019exp\u00e9rience client et d\u00e9veloppement de l\u2019image de marque : voici les enjeux du m\u00e9tier de responsable du service client.<br \/>\nLa satisfaction et la fid\u00e9lisation de la cible sont les objectifs fondateurs de la profession.<br \/>\nLe responsable du service client met en place la strat\u00e9gie de traitement des demandes pour r\u00e9pondre aux suggestions, r\u00e9clamations et besoins des consommateurs. Le m\u00e9tier n\u00e9cessite des comp\u00e9tences commerciales ainsi que des connaissances en marketing et en communication. [\/et_pb_blurb][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4&Prime; _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb][et_pb_blurb title=\u00a0\u00bbPr\u00e9sentation et missions principales du responsable service client\u00a0\u00bb icon_placement=\u00a0\u00bbleft\u00a0\u00bb admin_label=\u00a0\u00bbOverview Content 1&Prime; _builder_version=\u00a0\u00bb4.9.7&Prime; header_font=\u00a0\u00bbRaleway|700|||||||\u00a0\u00bb header_text_align=\u00a0\u00bbleft\u00a0\u00bb header_text_color=\u00a0\u00bb#1c9576&Prime; header_font_size=\u00a0\u00bb21px\u00a0\u00bb body_font=\u00a0\u00bbSource Sans Pro||||||||\u00a0\u00bb body_text_align=\u00a0\u00bbleft\u00a0\u00bb body_text_color=\u00a0\u00bb#555556&Prime; body_font_size=\u00a0\u00bb18.75px\u00a0\u00bb background_size=\u00a0\u00bbinitial\u00a0\u00bb background_position=\u00a0\u00bbtop_left\u00a0\u00bb background_repeat=\u00a0\u00bbrepeat\u00a0\u00bb custom_margin=\u00a0\u00bb|10%|||false|false\u00a0\u00bb custom_css_blurb_content=\u00a0\u00bb max-width: 100%;\u00a0\u00bb use_border_color=\u00a0\u00bboff\u00a0\u00bb border_color=\u00a0\u00bb#ffffff\u00a0\u00bb border_style=\u00a0\u00bbsolid\u00a0\u00bb]On le nomme aussi responsable du SAV ou responsable support client. Il d\u00e9finit les principes de la relation avec la client\u00e8le. Il \u00e9tudie les diff\u00e9rentes \u00e9tapes du parcours du client et anticipe les probl\u00e9matiques \u00e0 chaque palier. Il analyse les remarques, les commentaires, les demandes, les r\u00e9clamations, les r\u00e9ponses aux enqu\u00eates de satisfaction. Il organise la m\u00e9thode de traitement des demandes des clients et fixe des objectifs \u00e0 l\u2019\u00e9quipe qu\u2019il pilote. Il fait part de ses r\u00e9sultats au directeur commercial, qui est son sup\u00e9rieur hi\u00e9rarchique. Il con\u00e7oit sa strat\u00e9gie en fonction d\u2019une d\u00e9marche qualit\u00e9 dont il d\u00e9termine les contours (construction d\u2019argumentaires, plan de fid\u00e9lisation\u2026). Le responsable du service client recrute ses collaborateurs et suit leur \u00e9volution. Il anime le travail de l\u2019\u00e9quipe, d\u00e9termine des plans d\u2019action et analyse ses r\u00e9sultats. Il fait \u00e9voluer les proc\u00e9dures en fonction des succ\u00e8s obtenus et des axes d\u2019am\u00e9lioration d\u00e9cel\u00e9s.<br \/>\nIl reste en veille sur son march\u00e9 et sur les innovations en mati\u00e8re de relation avec la client\u00e8le. La satisfaction et la fid\u00e9lisation des clients restent dans sa ligne de mire.<br \/>\nIl peut travailler dans des domaines d\u2019activit\u00e9 tr\u00e8s diff\u00e9rents (le secteur num\u00e9rique, l\u2019ameublement, l\u2019alimentaire, le textile, la cosm\u00e9tique\u2026).<br \/>\nIl tient \u00e0 jour ses chiffres et \u00e9tudie les indicateurs de performance pour revoir sa strat\u00e9gie.<br \/>\nCertains responsables de service client \u00e9voluent dans un environnement international. Ambassadeur de la marque, ce manager est garant de son image aupr\u00e8s de la client\u00e8le.<br \/>\nLa Data et les outils d\u2019intelligence artificielle ont ajout\u00e9 de la pr\u00e9cision au traitement de la relation avec la client\u00e8le.  Le responsable du service client interagit avec des experts du num\u00e9rique (data scientist par exemple) pour conna\u00eetre le comportement des consommateurs en profondeur.<br \/>\nDans certaines entreprises, le responsable du service client peut piloter un centre d\u2019appels externalis\u00e9. [\/et_pb_blurb][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=\u00a0\u00bb1&Prime; admin_label=\u00a0\u00bbsection\u00a0\u00bb module_id=\u00a0\u00bbcourse-overview\u00a0\u00bb _builder_version=\u00a0\u00bb4.9.7&Prime; background_enable_color=\u00a0\u00bboff\u00a0\u00bb custom_css_main_element=\u00a0\u00bb box-shadow: 0px 0px 30px rgba(0, 0, 0, 0.2);\u00a0\u00bb transparent_background=\u00a0\u00bboff\u00a0\u00bb make_fullwidth=\u00a0\u00bboff\u00a0\u00bb use_custom_width=\u00a0\u00bboff\u00a0\u00bb width_unit=\u00a0\u00bbon\u00a0\u00bb locked=\u00a0\u00bboff\u00a0\u00bb collapsed=\u00a0\u00bboff\u00a0\u00bb][et_pb_row column_structure=\u00a0\u00bb1_2,1_2&Prime; _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb][et_pb_column type=\u00a0\u00bb1_2&Prime; _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb][et_pb_blurb title=\u00a0\u00bbComp\u00e9tences et qualit\u00e9s du responsable service client\u00a0\u00bb icon_placement=\u00a0\u00bbleft\u00a0\u00bb admin_label=\u00a0\u00bbOverview Content 1&Prime; _builder_version=\u00a0\u00bb4.9.7&Prime; header_font=\u00a0\u00bbRaleway|700|||||||\u00a0\u00bb header_text_align=\u00a0\u00bbleft\u00a0\u00bb header_text_color=\u00a0\u00bb#1c9576&Prime; header_font_size=\u00a0\u00bb21px\u00a0\u00bb body_font=\u00a0\u00bbSource Sans Pro||||||||\u00a0\u00bb body_text_align=\u00a0\u00bbleft\u00a0\u00bb body_text_color=\u00a0\u00bb#555556&Prime; body_font_size=\u00a0\u00bb18.75px\u00a0\u00bb background_size=\u00a0\u00bbinitial\u00a0\u00bb background_position=\u00a0\u00bbtop_left\u00a0\u00bb background_repeat=\u00a0\u00bbrepeat\u00a0\u00bb custom_margin=\u00a0\u00bb|10%|||false|false\u00a0\u00bb custom_css_blurb_content=\u00a0\u00bb max-width: 100%;\u00a0\u00bb use_border_color=\u00a0\u00bboff\u00a0\u00bb border_color=\u00a0\u00bb#ffffff\u00a0\u00bb border_style=\u00a0\u00bbsolid\u00a0\u00bb]<\/p>\n<ul>\n<li>\n<p><span style=\"font-weight: 400;\">Son relationnel est impeccable\u00a0avec les collaborateurs, les autres services (impliqu\u00e9s dans la relation commerciale) et les clients. Le responsable du service client est un expert de son march\u00e9 (produits, services, concurrence, innovation\u2026). Il sait traiter une situation de crise et s\u2019occuper d\u2019un client m\u00e9content. Capable de prendre de la hauteur en un temps record, il r\u00e9agit rapidement avec bon sens et efficacit\u00e9.\u00a0 Organis\u00e9, il distribue les missions et anticipe les situations. Bon manager, il sait recruter, piloter une \u00e9quipe et l\u2019amener \u00e0 \u00e9voluer.\u00a0<\/span><\/p>\n<\/li>\n<li>\n<p><span style=\"font-weight: 400;\">Tr\u00e8s \u00e0 l\u2019aise avec les chiffres et avec les outils informatiques, il g\u00e8re son budget et utilise des outils analytiques pour optimiser sa performance. M\u00eame si la vente et la relation client sont ses comp\u00e9tences principales, le responsable service client a de tr\u00e8s bonnes connaissances en marketing et surtout en marketing digital.<\/span><\/p>\n<\/li>\n<\/ul>\n<p>[\/et_pb_blurb][\/et_pb_column][et_pb_column type=\u00a0\u00bb1_2&Prime; _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb][et_pb_blurb title=\u00a0\u00bbTendances et facteurs d&rsquo;\u00e9volution du m\u00e9tier de responsable des ventes\u00a0\u00bb icon_placement=\u00a0\u00bbleft\u00a0\u00bb admin_label=\u00a0\u00bbOverview Content 1&Prime; _builder_version=\u00a0\u00bb4.9.7&Prime; header_font=\u00a0\u00bbRaleway|700|||||||\u00a0\u00bb header_text_align=\u00a0\u00bbleft\u00a0\u00bb header_text_color=\u00a0\u00bb#1c9576&Prime; header_font_size=\u00a0\u00bb21px\u00a0\u00bb body_font=\u00a0\u00bbSource Sans Pro||||||||\u00a0\u00bb body_text_align=\u00a0\u00bbleft\u00a0\u00bb body_text_color=\u00a0\u00bb#555556&Prime; body_font_size=\u00a0\u00bb18.75px\u00a0\u00bb background_size=\u00a0\u00bbinitial\u00a0\u00bb background_position=\u00a0\u00bbtop_left\u00a0\u00bb background_repeat=\u00a0\u00bbrepeat\u00a0\u00bb custom_margin=\u00a0\u00bb|10%|||false|false\u00a0\u00bb custom_css_blurb_content=\u00a0\u00bb max-width: 100%;\u00a0\u00bb use_border_color=\u00a0\u00bboff\u00a0\u00bb border_color=\u00a0\u00bb#ffffff\u00a0\u00bb border_style=\u00a0\u00bbsolid\u00a0\u00bb]<\/p>\n<p>La digitalisation du parcours client a apport\u00e9 au m\u00e9tier une nouvelle comp\u00e9tence en marketing digital.<br \/>La transversalit\u00e9 du poste est un atout pour l\u2019\u00e9volution de la carri\u00e8re. Gr\u00e2ce \u00e0 son exp\u00e9rience, le responsable du service client pourra pr\u00e9tendre \u00e0 un poste de directeur commercial, responsable des ventes, directeur CRM et digital ou bien acc\u00e9der \u00e0 la fonction de directeur g\u00e9n\u00e9ral.<\/p>\n<p>[\/et_pb_blurb][et_pb_testimonial admin_label=\u00a0\u00bbaxe1&Prime; _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb]<\/p>\n<p><strong>Face \u00e0 la mondialisation et \u00e0 la concurrence, l\u2019exp\u00e9rience client devient une composante majeure de la croissance de l\u2019entreprise. En cela, le responsable du service client tient un r\u00f4le capital dans le d\u00e9ploiement commercial mais pas seulement. Garant du parcours client, il participe aussi \u00e0 am\u00e9liorer l\u2019image de sa marque ou de son entreprise aupr\u00e8s des clients, des consommateurs et du grand public. <\/strong><\/p>\n<p>[\/et_pb_testimonial][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=\u00a0\u00bb1&Prime; _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb background_color=\u00a0\u00bb#1c9576&Prime; locked=\u00a0\u00bboff\u00a0\u00bb collapsed=\u00a0\u00bboff\u00a0\u00bb][et_pb_row admin_label=\u00a0\u00bbrow\u00a0\u00bb _builder_version=\u00a0\u00bb4.9.7&Prime; background_size=\u00a0\u00bbinitial\u00a0\u00bb background_position=\u00a0\u00bbtop_left\u00a0\u00bb background_repeat=\u00a0\u00bbrepeat\u00a0\u00bb make_fullwidth=\u00a0\u00bboff\u00a0\u00bb use_custom_width=\u00a0\u00bboff\u00a0\u00bb width_unit=\u00a0\u00bbon\u00a0\u00bb][et_pb_column type=\u00a0\u00bb4_4&Prime; _builder_version=\u00a0\u00bb4.9.7&Prime; custom_padding=\u00a0\u00bb|||\u00a0\u00bb custom_padding__hover=\u00a0\u00bb|||\u00a0\u00bb][et_pb_cta title=\u00a0\u00bbPour faire ce m\u00e9tier l\u2019\u00e9tudiant doit s\u2019inscrire \u00e0 l\u2019ISGA dans la fili\u00e8re \u201cSyst\u00e8me d\u2019Information et Management d\u2019Entreprise\u201d, option \u201c Syst\u00e8me d\u2019Information Marketing et Commerce\u201d\u00a0\u00bb button_url=\u00a0\u00bbhttps:\/\/isga.ma\/isga\/management-cursus-et-specialisations\/#mancursusup\u00a0\u00bb url_new_window=\u00a0\u00bbon\u00a0\u00bb button_text=\u00a0\u00bbEn savoir plus\u00a0\u00bb _builder_version=\u00a0\u00bb4.9.7&Prime; _module_preset=\u00a0\u00bbdefault\u00a0\u00bb background_color=\u00a0\u00bb#1c9576&Prime;][\/et_pb_cta][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Perfectionnement de l\u2019exp\u00e9rience client et d\u00e9veloppement de l\u2019image de marque : voici les enjeux du m\u00e9tier de responsable du service client. La satisfaction et la fid\u00e9lisation de la cible sont les objectifs fondateurs de la profession. Le responsable du service client met en place la strat\u00e9gie de traitement des demandes pour r\u00e9pondre aux suggestions, r\u00e9clamations et besoins des consommateurs. Le m\u00e9tier n\u00e9cessite des comp\u00e9tences commerciales ainsi que des connaissances en marketing et en communication. <\/p>\n","protected":false},"author":4,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","content-type":"","footnotes":""},"categories":[70],"tags":[],"class_list":["post-7614","post","type-post","status-publish","format-standard","hentry","category-relations-clients"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Responsable du service client - ISGA Institut Sup\u00e9rieur d&#039;Ing\u00e9nierie &amp; des Affaires<\/title>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Responsable du service client - ISGA Institut Sup\u00e9rieur d&#039;Ing\u00e9nierie &amp; des Affaires\" \/>\n<meta property=\"og:description\" content=\"Perfectionnement de l\u2019exp\u00e9rience client et d\u00e9veloppement de l\u2019image de marque : voici les enjeux du m\u00e9tier de responsable du service client. La satisfaction et la fid\u00e9lisation de la cible sont les objectifs fondateurs de la profession. Le responsable du service client met en place la strat\u00e9gie de traitement des demandes pour r\u00e9pondre aux suggestions, r\u00e9clamations et besoins des consommateurs. 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