Acte Sept

Comedians : still an effective teaching tool

CANON Medical chooses theater to challenge its sales and maintenance teams on their communication. A great way to take a step back and work on adjusting their behavior in the interests of customer satisfaction.

At CANON Medical, customer relations are shared in the field between sales and technical staff. If these exchanges don't take place in a coherent, structured way, customer relations can deteriorate.

With this in mind, CANON asked Acte Sept to design a training course on effective customer relations. Three training themes were chosen: (re)visiting feedback, identifying listening filters and expressing needs and feelings. For each of these themes, an introductory skit highlighted the behaviors to be modified, followed by an on-the-spot debriefing by the participants.

Bruno Chapelle and Olivier Yéni put into words, in a humorous and offbeat way, everyday situations between sales and maintenance teams and their customers.

This style of writing has the virtue of not pointing fingers, and of making employees want to take up the challenge in a playful way.

Each skit enabled participants to take a step back and reflect on their own practices, and to better appropriate the pedagogical inputs.

Then, in sub-groups, the coach-trainers shared technical insights that enabled participants to replay the scene in more balanced relational conditions.