What does the partnership between Excelia and Athanase Management bring?

Athanase Management, a specialist in customer experience management consulting (CX Management), offers this course in partnership with Excelia. The resulting pathway is operational and geared towards the company's performance.

What does the course cover beyond team management?

The programme goes beyond leading teams: it covers the P&L (the profit and loss account), operational steering, qualitative performance, technical workings, security and innovations, legal and social characteristics, project management and English for the sector. It also includes a remote day on artificial intelligence and a defence day.

What does the defence day focus on?

It focuses on a recommendation intended to be put in place in the company of the participant, who presents it on a dedicated day. The course thus concludes with a piece of work that directly concerns each person's organisation.

Improving your managerial practice in remote customer relations

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This 10-day course is aimed at business leaders, managers and executives who want to manage remote customer relations. It develops managerial expertise that serves this activity, from structuring teams to optimising processes, for an impact that is both operational and human.

Why choose this course in remote customer relations management?

The course links three dimensions that a remote customer relations manager has to hold together: the steering of operations, the economic model of the activity and its social impacts. When you already lead teams, this overall view changes the way you make decisions, since a choice of organisation is then judged on its results, on its cost and on what it makes team members experience.

You acquire practical skills there to drive and improve the performance of your activity, and you learn to get to grips with new technologies while mastering employee relations.

Finally, this course is offered within Excelia Business School, which holds the quadruple accreditation EQUIS, AACSB, AMBA and EFMD Master.

Steering an activity, not just leading a team

The programme treats remote customer relations as an activity to be steered as a whole, from the sector itself and its P&L (the profit and loss account) through to qualitative performance, by way of operational steering and team management. If you already lead your teams day to day, the contribution lies in this economic and operational angle, which complements team leadership without replacing it.

The pathway takes place on one of the Excelia campuses (La Rochelle, Tours, Orléans or Paris-Cachan) and forms part of the offering of Excelia Business School's Executive Education Centre. It combines face-to-face and remote learning, and sets aside a dedicated day for artificial intelligence.

A course built with a CX Management specialist

Athanase Management is a specialist in customer experience management consulting (CX Management) and offers this course in partnership with Excelia Business School. This course has an operational focus, geared towards the company's performance. The course team combines an experienced trainer, who leads the eight campus days, and a dedicated coordinator, who supports each participant throughout the course.

The skills targeted

At the end of the course, you will be able to:

Understand the impact of operational performance on the company's results
Master industrial techniques to improve operational efficiency
Deploy management and steering models
Evaluate the technological solutions to be put in place

These four abilities extend the skills expected of a manager by applying them to a sector where the activity is steered remotely.

Subject to successful completion, the course results in a certificate of achievement for a skills block of the level 6 certification "Diplôme d'Études Supérieures en Commerce et Management Opérationnel" (DESCMO). This certification is listed on the RNCP (France's National Register of Professional Certifications) under No. 41009. This block, entitled "Développer et valoriser son socle de compétences opérationnelles", represents only part of the certification: the certificate formalises, for you as well as for your company, the operational skills developed during the pathway.

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Key program points

Degree : certificate of achievement for skills block RNCP41009BC06 - Développer et valoriser son socle de compétences opérationnelles of RNCP level 6 certification - Diplôme d'Etudes Supérieures en Commerce et Management Opérationnel (DESCMO) RNCP No. 41009
Admission : Open to all professionals in remote customer relations, across all sectors.
Campus : La Rochelle / Tours / Orléans / Paris-Cachan
Format : Hybrid
Study format : 10 days
Language : French

The course represents 10 days in total: 8 days on one of the Excelia campuses (La Rochelle, Tours, Orléans or Paris-Cachan), 1 day remotely devoted to artificial intelligence and 1 defence day. The format combines face-to-face and remote learning.

How you learn

The methods complement one another to consolidate your knowledge:

Face-to-face and online learning
Practical exercises and exchanges
Interactive virtual classes and a self-study session for the remote day
An experienced trainer on the campus days
A dedicated coordinator throughout the course

The defence

The course concludes with a recommendation to be implemented in your company, presented on a dedicated defence day. This recommendation concerns your own organisation: this deliverable is therefore of concrete use to the company, beyond the course itself.

What the programme's sequences cover

The programme's nine sequences cover the management of remote customer relations from end to end: the sector and its economics, steering and quality, teams, technical and legal and social aspects, then project management and English for the sector. Each sequence unfolds below in the order of the programme, followed by the remote day on AI and the defence day. To go further on artificial intelligence, the Executive Education Centre catalogue also offers the dedicated course on AI in business.

The remote customer relations sector

Get to know the remote customer relations sector.

This sequence gives an overview of the sector in which the steering and management functions worked on in the rest of the pathway are exercised.

Master your P&L

Master your P&L.

P&L stands for the profit and loss account: mastering it allows you to link your organisational decisions to their effect on the activity's results.

The fundamentals of operational steering

The fundamentals of operational steering and the levers to gain efficiency.

You find reference points here to steer your activity day to day and levers to improve its efficiency.

Manage and lead your teams

Manage and lead your teams.

Leading your teams remains at the heart of a manager's job, but the course places it within a broader vision of activity steering.

Maximise qualitative performance

Maximise qualitative performance.

Service quality becomes something to steer in its own right, on a par with economic results.

Technical workings, security and innovations

Learn the main technical workings, security and innovations.

Understanding how the tools work, their security and the sector's innovations helps you to evaluate the technological solutions to be put in place.

Legal and social characteristics and responsibilities

Know the main legal and social characteristics and the company's responsibilities.

Your organisational decisions sit within a legal and social framework: this sequence presents its main characteristics, together with what they commit the company to.

Manage a project

Develop your ability to manage a project and to master its methods.

The project methods learned here can then be reused in any change to your activity.

English for the sector and the pitch

Be able to master the sector's vocabulary in English and deliver a pitch.

You leave with the sector's words in English and a short format for defending an idea.

A remote day on artificial intelligence

1 remote day on understanding AI and using it effectively.

This day requires no travel to a campus: interactive virtual classes and a self-study session allow you to understand AI and to use it effectively.

The defence day

1 defence day around a recommendation to be implemented in your company.

The course reaches its culmination here, with a recommendation that directly serves your company.

What certification does the Improving your managerial practice in remote customer relations course validate?: Subject to successful completion, the course leads to a certificate of achievement for the skills block "Développer et valoriser son socle de compétences opérationnelles" (RNCP41009BC06). This block is part of the RNCP level 6 certification Diplôme d'Études Supérieures en Commerce et Management Opérationnel (DESCMO, RNCP No. 41009), but the certificate does not validate the full certification.
What does the partnership between Excelia and Athanase Management bring?: Athanase Management, a specialist in customer experience management consulting (CX Management), offers this course in partnership with Excelia. The resulting pathway is operational and geared towards the company's performance.
What does the course cover beyond team management?: The programme goes beyond leading teams: it covers the P&L (the profit and loss account), operational steering, qualitative performance, technical workings, security and innovations, legal and social characteristics, project management and English for the sector. It also includes a remote day on artificial intelligence and a defence day.
What does the defence day focus on?: It focuses on a recommendation intended to be put in place in the company of the participant, who presents it on a dedicated day. The course thus concludes with a piece of work that directly concerns each person's organisation.
Does the Improving your managerial practice in remote customer relations course apply to all sectors?: Yes, it is open to all professionals in remote customer relations, across all sectors. It is aimed at business leaders, managers and executives who want to develop their skills and apply them in a company.