Tips & Co. (anglais)

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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  2238 lectures
Mots-clés :
Communication Change Customer Service
2238 lectures

Tips & Co. #217 - Perfection vs Excellence

There is surely a need for perfectionism in some situations. But most things in life are pass/fail situations. Demanding perfection of yourself all th...
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  2114 lectures
Mots-clés :
Stress management Change
2114 lectures

Tips & Co. #216 - Negativity

A single person with a poor attitude – someone who is chronically negative – can destroy the morale of an entire team if left unchecked. If that perso...
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  2140 lectures
Mots-clés :
Conflict Management Team Work Change
2140 lectures

Tips & Co. #215 - Unsuccessful delegations?

Sometimes it’s the fault of the person completing the assignment, but more frequently, it’s the fault of the person giving the assignment.  Clari...
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  2042 lectures
Mots-clés :
Team Work Communications Change
2042 lectures

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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  1881 lectures
Mots-clés :
Communication Customer Service Conflict Management
1881 lectures

Tips & Co. #213 - Lesson from the ski hill

When thoughts and worries feel utterly overwhelming, psychologists’ recommend a hidden logic for how to handle them. "If you are hurtling down a slope...
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  2170 lectures
Mots-clés :
Change Stress management
2170 lectures

Tips & Co. #212 - Establishing a climate of trust

During a negotiation, we must establish a genuine dialogue with the interlocutor. This requires to explain the purpose of the questions and answers, a...
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  2399 lectures
Mots-clés :
Communication
2399 lectures

Tips & Co. #211 - Blaming is useless

Blaming is often a natural response when things go wrong. The biggest disappointment is that it doesn’t work. Nothing is as professional as the abilit...
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  2231 lectures
Mots-clés :
Professionalism Conflict Management
2231 lectures

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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  2004 lectures
Mots-clés :
Change Professionalism Customer Service
2004 lectures

Tips & Co. #209 - To over-promise

There is no quicker way to lose credibility than to make declarations or promises that you cannot deliver, or do not plan on delivering. 
  2320 lectures
Mots-clés :
Professionalism
2320 lectures

Tips & Co. #208 - Define what SUCCESS means to you

We tend to believe that achievements (diplomas, promotions, high incomes, ...) make us happy and successful, while failures, such as not getting that ...
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  1820 lectures
Mots-clés :
Change
1820 lectures

Tips & Co. #207 - Change is hard work

Change is continuous, inevitable and essential. It's hard to go out of our comfort zone, it's hard to think outside the box and it's hard to see thing...
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  1950 lectures
Mots-clés :
Change
1950 lectures

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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  2149 lectures
Mots-clés :
Professionalism Customer Service Communication
2149 lectures

Tips & Co. #205 - It’s not always about the win

We often get locked into arguments that hook our ego into trying to triumph over the other person (client, colleague, superior ...).  It is not a...
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  2249 lectures
Mots-clés :
Professionalism Team Work Conflict Management
2249 lectures

Tips & Co. #204 - It’s all about respecting diversity

We're often appalled; puzzled or irritated when we see people behaving differently, because it's easy to expect that any group of people would behave ...
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  1864 lectures
Mots-clés :
Professionalism Change
1864 lectures

Tips & Co. #203 - Your progress report

We often measure ourselves by looking at our checklist, and ask ourselves "How much have I done?". But to have a sense of progression we can’t just lo...
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  2021 lectures
Mots-clés :
Change
2021 lectures

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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  2045 lectures
Mots-clés :
Professionalism Customer Service
2045 lectures

Tips & Co. #201 - The Einstellung effect

The Einstellung effect is the brain’s tendency to stick with solutions it already knows rather than look for potentially better ones.  It’s reall...
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  2223 lectures
Mots-clés :
Change
2223 lectures

Tips & Co. #200 - The new way of working together

The spread of open-plan offices and encouraged down-time is not just about keeping staff happy. It is about getting the best out of each other. If you...
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  2519 lectures
Mots-clés :
Team Work Change
2519 lectures

Tips & Co. #199 - Find your stress equilibrium

We all know that too much stress isn’t good for your health, but too little stress isn’t ideal either- you become bored and unmotivated. In small dose...
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  2128 lectures
Mots-clés :
Stress management
2128 lectures

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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  2278 lectures
Mots-clés :
Conflict Management Professionalism Customer Service
2278 lectures

Tips & Co. #196 - The causes of burnout

Burnout doesn’t always result from having too much to do: sometimes, it’s caused by a lack of control over your work, or by insufficient challenges in...
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  1959 lectures
Mots-clés :
Stress management Change
1959 lectures

Tips & Co. #195 - Vocabulary matters

If your vocabulary is limited, nuance goes out the window. It’s not only about using professional jargon (every industry, trade and occupation has its...
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  2175 lectures
Mots-clés :
Communication Professionalism
2175 lectures

Tips & Co. #194 - Attitude is a skill

You can learn how to dance. How to golf. How to use your new smart phone. You can learn a foreign language too. If you can learn to be better at somet...
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  2063 lectures
Mots-clés :
Change
2063 lectures

Tips & Co. #193 - Create a new morning routine

Research shows that chronic workplace stress typically begins at the beginning of the workday and then escalates as the day progresses. Interrupt the ...
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  2226 lectures
Mots-clés :
Time management and personal effectiveness Stress management Change
2226 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. #191- Rearranging our prejudices

"A great many people think they are thinking when they are merely rearranging their prejudices..."  - William James
  2238 lectures
Mots-clés :
Time management and personal effectiveness Change
2238 lectures

Tips & Co. #190 - Generate a positive impression

We all know the importance of first impressions. We also know that we will never have a second chance to make a good first impression and that impress...
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  2273 lectures
Mots-clés :
Time management and personal effectiveness Professionalism Change
2273 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
       
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