Communication

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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  1939 lectures
Mots-clés :
Professionalism Conflict Management Communication Customer Service
1939 lectures

Tips & Co. #220 - Judging a book by its cover

It’s not politically correct to judge a person by how they look, but we should give our appearance as much preparation time as we do our speech for th...
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  2049 lectures
Mots-clés :
Public speaking Professionalism Efficient presentations Communication
2049 lectures

Trucs & Astuces #219 - Le message derrière la prise de notes

Dès que vous prenez des notes durant une conversation, vous adoptez un rôle proactif. Vous envoyez un message que vous êtes à l'écoute de ce que dit v...
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  3382 lectures
Mots-clés :
Communication Professionalisme Changement
3382 lectures

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. #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. #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. #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. #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. #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

Faire preuve d'assurance - c'est se faire confiance!

L’assurance est la capacité de croire, de façon réaliste et ponctuelle, détenir les ressources nécessaires pour faire face aux situations avec aisance...
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  8616 lectures
Mots-clés :
Communication Professionalisme
8616 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

Trucs & Astuces #189 - Avez-vous une attitude serviçocentriste?

Démontrez-vous de l’intérêt pour le client?Posez-vous les bonnes questions et écoutez-vous soigneusement ?Êtes-vous patient, compréhensif et serviable...
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  2205 lectures
Mots-clés :
Service à la clientèle Professionalisme Gestion du temps et efficacité personnelle Communication
2205 lectures

Tips & Co. #188 - A presentation and the importance of its introduction

The introduction is probably the most important part of your presentation. To be effective, the introduction must produce three results: Capture the a...
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  1969 lectures
Mots-clés :
Communication Efficient presentations
1969 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. #186 - Reduce the jitters

During a speech, to reduce the jitters or shyness, ignore the disapproving looks : watching the forehead of a spectator and not his eyes (a technique ...
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  2129 lectures
Mots-clés :
Communication Stress management
2129 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

Trucs & Astuces #183 - Être prêt pour le contact client

Être prêt au contact client est l’étape qui précède tout contact avec un client. L’étape où l’on doit être prêt psychologiquement, émotivement et maté...
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  2400 lectures
Mots-clés :
Communication Service à la clientèle Professionalisme
2400 lectures

Trucs & Astuces #182 - Gagner la confiance

Votre expérience, vos connaissances, et même votre expertise sont insuffisantes pour obtenir la crédibilité que vous recherchez afin d'influencer les ...
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  2401 lectures
Mots-clés :
Communication Changement
2401 lectures

Trucs & Astuces #178 - L'écoute active

Démontrez un intérêt sincère en écoutant activement. Au-delà d’écouter avec  vos oreilles, vos yeux et votre cœur… Écoutez avec votre instinct –E...
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  2658 lectures
Mots-clés :
Professionalisme Communication
2658 lectures

Tips & Co. #177 - How to understand a message

Demonstrate sincere interest by actively listening to the whole message that the other person is trying to communicate. • Listen with your ears - What...
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  2061 lectures
Mots-clés :
Professionalism Communication
2061 lectures

Trucs & Astuces #175 - Les distractions technologiques

L'utilisation de la technologie à l'excès peut amincir la ligne entre ce qu'est le message et le medium utilisé. "Death by PowerPoint" (la mort par Po...
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  2833 lectures
Mots-clés :
Présentations efficaces Communication
2833 lectures

Tips & Co. #175 - Techno distraction

The use of technology to excess can blur the line between what is the message and what is the medium. "Death by PowerPoint", or "Prezi Vertigo" are al...
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  2757 lectures
Mots-clés :
Efficient presentations Professionalism Communication
2757 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. #169 - Influencing your audience

Whether you are speaking to a large group or having an individual meeting, your oral presentation is a key communication tool. You can be an expert in...
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  2176 lectures
Mots-clés :
Public speaking Communication
2176 lectures

Tips & Co. #166 - Stage Fright

Stage fright is not always a disability, it can be used to your advantage. Fear triggers your defense mechanisms for channeling all the attention and ...
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  2742 lectures
Mots-clés :
Stress management Communication Public speaking
2742 lectures

Tips & Co. #165 - Impression

We are our primary working tool and one that leaves the deepest impression on our customers.   It is important to master the art of customer...
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  2312 lectures
Mots-clés :
Communication
2312 lectures

Trucs & Astuces #165 - Impression

Nous sommes notre premier outil de travail et celui qui laisse la plus profonde impression à nos clients.  Il importe de maîtriser l'art de la co...
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  2132 lectures
Mots-clés :
Communication
2132 lectures

Tips & Co. #163 - When in Doubt

When in doubt, ask the person to explain his situation. This is probably the most effective way, the simplest and most straightforward to understand t...
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  2940 lectures
Mots-clés :
Communication
2940 lectures

Trucs & Astuces #163 - Dans le doute

Dans le doute, demandez à la personne d'expliquer sa situation.  C'est probablement la façon la plus efficace, la plus simple et la plus directe ...
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  2154 lectures
Mots-clés :
Communication
2154 lectures
       
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