APPLYING MIRRORING IN THE CUSTOMER RELATIONS PROCESS OF AN ORGANIZATION

The process is managed in the organization with the help of CRM (customer relationship management). This process acts on two directions: interacting with the customer and collecting information on the customer. The mirroring technique in the neuro-linguistic programming tool (NLP) can improve the first direction of action of CRM – the interaction method with the clients of the organization. Mirroring through its two forms, physical and natural mirroring, allows the optimization of the communication process to improve the care offered by the organization to the customers. The better this NLP technique is used, the better the results are.