Savoir-Agir@Work

Customer Service

Tips & Co. #240 - Avoid Challenging Complaints

Tips & Co. #240 - Avoid Challenging Complaints
It’s easy and natural to want to tell a customer they are wrong in what they are saying. However, this won’t help you in your efforts to diffuse a cus...
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  2046 lectures
Mots-clés :
Customer Service Conflict Management Communications
2046 lectures

Tips & Co. #238 - Use calming and focusing techniques

Tips & Co. #238 - Use calming and focusing techniques
If customers get angry or start yelling, employ calming techniques to defuse the situation. Keeping your tone of voice even can compel someone who's s...
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  2011 lectures
Mots-clés :
Customer Service Communications Stress management Conflict Management
2011 lectures

Tips & Co. #236 - When the customer is wrong

Tips & Co. #236 - When the customer is wrong
It's just about impossible to convince a customer that he's wrong. To argue until the customer says, "I was wrong and I will change my mind." It is mo...
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  1960 lectures
Mots-clés :
Customer Service
1960 lectures

Tips & Co. #232 - Customer service from the Inside-out

Tips & Co. #232 - Customer service from the Inside-out
John never includes the proper documentation when submitting his requests to accounting. Sam at shipping never answers the phone from customer service...
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  1852 lectures
Mots-clés :
Customer Service
1852 lectures

Tips & Co. #222 - Know how to handle customer complaints

Tips & Co. #222 - Know how to handle customer complaints
Customers who complain are actually giving you another opportunity to prove them that you really offer quality service despite a shortfall. Be prepare...
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  1940 lectures
Mots-clés :
Professionalism Conflict Management Communication Customer Service
1940 lectures

Tips & Co. #218 - Don’t ignore the little things

Tips & Co. #218 - Don’t ignore the little things
We believe that by providing a "WOW" customer experience, we ensure customer’s satisfaction. As a result, we tend to focus on big, new initiatives. Re...
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  2239 lectures
Mots-clés :
Communication Change Customer Service
2239 lectures

Tips & Co. #214 - Accepting feedback

Tips & Co. #214 - Accepting feedback
One way to deal with criticism and complaints is to not insist on proving your clients that you are right and they are wrong. It's tempting to challen...
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  1882 lectures
Mots-clés :
Communication Customer Service Conflict Management
1882 lectures

Tips & Co. #210 - The 1% who don’t appreciate you

Tips & Co. #210 - The 1% who don’t appreciate you
It’s essential that you satisfy your customers, but not every customer knows the value to your service or understands what it is that you do. If 1% of...
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  2005 lectures
Mots-clés :
Change Professionalism Customer Service
2005 lectures

Tips & Co. #206 - Overly-talkative people

Tips & Co. #206 - Overly-talkative people
Deal with an overly-talkative person by asking a question that signals that the conversation is coming to a close. Such as "Can I answer any other que...
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  2150 lectures
Mots-clés :
Professionalism Customer Service Communication
2150 lectures

Tips & Co. #202 - Service-Centered Attitude

Tips & Co. #202 - Service-Centered Attitude
I believe that the customer has the right to quality service. I am proactive. I am confident. I am empathetic. I’m convinced I am part of the solution...
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  2046 lectures
Mots-clés :
Professionalism Customer Service
2046 lectures

Tips & Co. #198 - Killing them softly

Tips & Co. #198 - Killing them softly
The old saying “kill them with kindness” could not be truer in a situation with a customer complaining. But rather than smile and pretend to care, gen...
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  2061 lectures
Mots-clés :
Customer Service Communication
2061 lectures

Tips & Co. #197 - Ungrateful customers

One of the most common reasons for customers to be ungrateful is that they start to perceive that you and the people they deal with just don't care. D...
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  2279 lectures
Mots-clés :
Conflict Management Professionalism Customer Service
2279 lectures

Tips & Co. #192 - Dealing with a hysterical customer

The hysterical customer is usually someone who feels that there is no one on "his side", he has reached the end of his rope, and you have been unfortu...
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  2068 lectures
Mots-clés :
Conflict Management Communication Customer Service
2068 lectures

Tips & Co. #189 - Do you have a "serviçocentriste" attitude?

Do you demonstrate your interest in the client?Do you ask the right questions and do you listen carefully?Are you patient, understanding and helpful?A...
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  2081 lectures
Mots-clés :
Time management and personal effectiveness Professionalism Customer Service
2081 lectures

Tips & Co. #187 - Serving customers

Serving customers means accepting customers as they are and not as you would like them to be.
  2183 lectures
Mots-clés :
Professionalism Communication Customer Service
2183 lectures

Tips & Co. #185 - Taking the time to listen

You may be so busy answering calls from your customers that you don't have time to think of the service you offer. Take time to listen to your custome...
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  2269 lectures
Mots-clés :
Professionalism Customer Service Communication
2269 lectures

Tips & Co. #183 - To be ready for customer contact

To be ready for customer contact is the step preceding any contact with a customer.  The step where you must be ready psychologically , emotional...
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  2440 lectures
Mots-clés :
Professionalism Customer Service Communications
2440 lectures

Tips & Co. #179 - The advantage of kindness

Research has shown that offering even a small act of kindness can boost oxytocin levels (known as the "feel-good" hormone). Meaning that even in a dif...
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  2195 lectures
Mots-clés :
Stress management Conflict Management Customer Service
2195 lectures

Tips & Co. #171 - The customers are the judges

The customers are the judges. These judges expect you to score high in your performance. If you are to successfully score 10’s with your customers, yo...
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  2165 lectures
Mots-clés :
Communication Professionalism Customer Service
2165 lectures

Tips & Co. #170 - Courtesies

At the end of a conversation, a few courtesies are required. Thank the customer for calling.Let the customer know that you appreciate him doing busine...
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  2202 lectures
Mots-clés :
Communication Customer Service Professionalism
2202 lectures

Tips & Co. #157 - The Use of First Names

If the customer suggests you use his first name, it is then acceptable to address yourself to the customer in this way. To use the first name can also...
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  2315 lectures
Mots-clés :
Customer Service Communication
2315 lectures

Tips & Co. #142 - Internal and External Clients

The first contact with our clients start from within our organization. We cannot neglect internal clients.  There is a direct link betw...
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  2423 lectures
Mots-clés :
Customer Service
2423 lectures

Tips & Co. #136 - Who is the Client?

  The notion of « client » can be defined as he who obtains good or services provided by an organization or person. There are two categories of c...
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  2343 lectures
Mots-clés :
Customer Service
2343 lectures

Tips & Co. #132 - Customer Service Etiquette

Applying customer service etiquette allows us to gain customers’ trust and increase the degree of comfort between customers and the service representa...
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  2048 lectures
Mots-clés :
Customer Service
2048 lectures

Tips & Co. #131 - A Good Customer

We all have our own personal definition of what a great client is, what a great colleague is, what a great boss is, etc… If they don’t follow along th...
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  2222 lectures
Mots-clés :
Customer Service Communication
2222 lectures

Tips & Co. #128 - Customer Service Etiquette

Applying customer service etiquette allows us to gain customers’ trust and increase the degree of comfort between customers and the service representa...
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  2069 lectures
Mots-clés :
Customer Service
2069 lectures

Tips & Co. #121 - Customer Service Etiquette

Following customer service etiquette allows us to gain trust from the clientele and increase the comfort level between the customers and the service r...
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  2401 lectures
Mots-clés :
Customer Service
2401 lectures

Tips & Co. #119 - Making a Customer Wait

Never make a client wait for long without explaining your process and the reason for the delay. When you get back to him, always thank him for his pat...
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  2661 lectures
Mots-clés :
Customer Service Communication
2661 lectures

Tips & Co. #111 - Problem vs. Solution

A customer is angry due to a problem. Self-assurance allows you to avoid taking this anger personally. Keep in mind: You are not part of the problem, ...
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  3115 lectures
Mots-clés :
Professionalism Conflict Management Customer Service Communication
3115 lectures

Tips & Co. #105 - Turn the Situation Around

When a client is aggressive, a colleague disrespectful or your boss is being rude - don’t take it personally too quickly. Instead of thinking: “Why is...
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  2618 lectures
Mots-clés :
Customer Service Communication
2618 lectures
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« Vraiment une formation extraordinaire, et habituellement, je suis très critique! Tout le personnel devrait suivre cette formation, il y aurait un gain d’efficacité! »

Ville de Québec

Témoignages des participants

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Xavier Aymé, Chef des opérations | Mercator Canada Inc.

Témoignages des clients

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