This FormActions™ gives you the keys to structuring an effective system to track customer interactions-advisor, in order to identify the strengths, gaps and areas for improvement. You will learn how to use grids to listen, to give constructive feedback and to put in place a coaching individual or collective, which increases the level of service. The goal : to strengthen the quality of the exchanges, the loyalty of your customers and develop the skills of your team in a logic of continuous improvement.