Organisme Formateur agréé par Emploi-Québec - Agrément # 0057911

Savoir-Agir@Work

Tips & Co. #476 - Never stop learning…

Le client na pas toujours raison 1
Studies show that lifelong learning benefits us beyond the skills we acquire. The act of learning is just as important as what you learn. Believing th...
Lire la suite
  3 lectures
Mots-clés :
3 lectures

Tips & Co.#475 - Contextualizing remote communication

Le client na pas toujours raison 1
When you communicate remotely, you never know exactly what the other person is doing at that moment. A person can answer your question with a simple “...
Lire la suite
  10 lectures
10 lectures

Tips & Co.#474 - The customer is not always right …

Le client na pas toujours raison 1
Obviously, you can prove your point, and even have the last word. Maybe you’re even in the right. However, right or wrong, your efforts will be in vai...
Lire la suite
  24 lectures
Mots-clés :
24 lectures

Tips & Co. #473 - Perception and impression

shutterstock 1755817763M
Anybody (even outside your professional life) who gets to interact with you has an opinion of you (whether they actually have experienced you or not) ...
Lire la suite
  46 lectures
46 lectures

TIps & Co. #472 - Earning trust

shutterstock 1803160801M
Your experience, your knowledge, and even your expertise, are insufficient to get the credibility you seek to influence others - they need to trust yo...
Lire la suite
  34 lectures
34 lectures

Tips & Co. #471 - Mistakes

shutterstock 91546922M
Everyone makes mistakes.What's important is how you respond to them and what you learn from them.US President Ronald Reagan said: "What should happen ...
Lire la suite
  38 lectures
38 lectures

Tips & Co. #470 - The stunning truth about phobias

shutterstock 1447332404M
The 10 Most Frequent PhobiasSOCIAL PHOBIA – Fear of interacting with peopleAGORAPHOBIA – Fear of crowdsEMETOPHOBIA – Fear of vomitingEREUTHOPHOBIA – F...
Lire la suite
  42 lectures
42 lectures

Tips & Co. #469 - What about the easy clients ?

shutterstock 1292588146M
We all have difficult customers and we usually invest our best efforts (time, patience, energy, emotions, etc.) in them. And the easy, friendly, ...
Lire la suite
  43 lectures
43 lectures

Tips & Co. #468 - Defining the important

shutterstock 1815545393M
"It is not until you have a burning yes inside of you about what is truly important that you can pleasantly, smilingly, cheerfully, say no to all of t...
Lire la suite
  44 lectures
44 lectures

Tips & Co. #467 - "Nonversation"

shutterstock 1361485127M
"Nonversation’’ is … when instead of giving your interlocutor your full attention, you pretend to listen while doing something else.When you do this, ...
Lire la suite
  49 lectures
49 lectures

Tips & Co. #466 - The importance of being persistent

shutterstock 1140709439M
When you are good at what you do – persist!Many really good hardworking people don't get lucky on their first shot at success/promotion/recognition, o...
Lire la suite
  80 lectures
80 lectures

Tips & Co. #465 - Effective communication

shutterstock 1421607872M
Communication is truly effective only when the receiver understands the sender’s message.The key factor in a communication is the receiver: what we co...
Lire la suite
  64 lectures
64 lectures

Tips & Co. #464 - Transforming emotions

shutterstock 1735801265M
One of the purposes of "customer service" is to change feelings. Not the facts, but the way your customer feels.The best measurement of customer suppo...
Lire la suite
  78 lectures
78 lectures

Tips & Co. #463 - What is more inefficient: too much or not enough motivation?

shutterstock 718851490M
A lack of motivation will obviously have a negative impact. It steals away the perseverance you need to complete a task.However, too much motivation i...
Lire la suite
  84 lectures
84 lectures

Tips & Co. #462 - The small subtle gestures

shutterstock 1808199175M
Look people in the eye and remember their name. These subtle details act as token of respect towards other people and trigger the necessary elements t...
Lire la suite
  60 lectures
60 lectures

Tips & Co. #461 - We learn in the storm ...

shutterstock 1649169019M
"Smooth seas do not make skillful sailors" - African Proverb
  75 lectures
75 lectures

Tips & Co. #460 - Flaming messages

shutterstock 1172661319M
Avoid sending a delicate or emotional email on the spur of the moment. And don’t answer a flaming email on the spot either. Be more professional, be m...
Lire la suite
  107 lectures
107 lectures

Tips & Co. #459 - Customer service etiquette

shutterstock 1865437324M
Following customer service etiquette allows us to gain trust from the clientele and increase the comfort level between the customers and the service r...
Lire la suite
  125 lectures
125 lectures

Tips & Co. #458 - Under-promise and over-achieve !

shutterstock 1623834796M
One of the most efficient rules you can use is to set realistic and sustainable deadlines.In other words, you should overestimate the time you need to...
Lire la suite
  118 lectures
118 lectures

Tips & Co. #457 - Call waiting

shutterstock 368703884M
Sometimes, you will need to put a call on hold. Before doing so, make sure to explain to the customer the reason of this waiti and to ask his permissi...
Lire la suite
  88 lectures
88 lectures

Tips & Co. #456 - How to redirect and redefine an interruption

shutterstock 133674815M
The best way to deal with an interruption is by deflecting and redefining it.(1) Rephrase what the person said, using your own words: «We need to get ...
Lire la suite
  86 lectures
86 lectures

Tips & Co. #455 - Not always easy

shutterstock 1211727922M
Giving and taking criticism is no easy task, but it is a valuable tool in raising and maintaining performance standards.If you adopt a passive, defeat...
Lire la suite
  122 lectures
122 lectures

Tips & Co. #454 - The sandwich technique

shutterstock 1705618360M
When there’s bad news to be delivered, or improvement feedback to be told, know that you can soften the blow by starting with positive information.If ...
Lire la suite
  171 lectures
171 lectures

Tips & Co. #453 - When the client is wrong

shutterstock 1065314324M
Sometimes you need to take a stand, but not as often as you think. An old saying says, "The world is divided into people who think they are right."Res...
Lire la suite
  133 lectures
133 lectures

Tips & Co. #452 - Procrastination

shutterstock 766438624M
A procrastinator is someone who tends to delay things and push them back another day. This kind of behaviour will increase your stress level, because ...
Lire la suite
  132 lectures
132 lectures

Tips & Co. #451 - Three versions of a story

shutterstock 1027283110M
There are usually three versions of a story or of a contentious situation: yours, the others’, and reality.By readying yourself to see all sides of a ...
Lire la suite
  135 lectures
135 lectures

Tips & Co. #450 - Those people who aren't friendly

shutterstock 1104455687M
Some people are just NOT friendly. Yes, they have friends, but they go through life alienating everyone else who isn’t. They are dismissive - they don...
Lire la suite
  146 lectures
146 lectures

Tips & Co. #449 - When the joke is tasteless or offensive

shutterstock 342657095M
Deal with tasteless or offensive humour by clearly stating that you are uncomfortable with what the person said. Be sure to speak neutrally, with a im...
Lire la suite
  127 lectures
127 lectures

Tips & Co. #448 - Stop and listen

shutterstock 1583942914M
Most of us often face the same complaints or issues day after day – we therefore tend to stop listening and begin offering solutions.But the customer ...
Lire la suite
  147 lectures
147 lectures

Tips & Co. #447 - "Analysis paralysis"

shutterstock 1744819955M
When comes the time to make a decision, many people delay or push back, just so they don’t have to decide. This syndrome has been called “analysis par...
Lire la suite
  141 lectures
141 lectures

Les participants le disent…


« 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

…et nos clients aussi!

« C’est avec un grand professionnalisme que l’entreprise a offert une formation attrayante et de qualité à nos employés. Nous sommes particulièrement satisfaits des résultats obtenus grâce à cette intervention et il nous fera plaisir de retravailler avec Solutions & Co. dans l’avenir. »

Xavier Aymé, Chef des opérations | Mercator Canada Inc.

Témoignages des clients

Prêt à passer à l’action?

Contactez-nous pour planifier votre formation

;