Savoir-Agir@Work

Customer Satisfaction

Tips & Co. #402 - Aggressive customers


What to do when a customer is aggressive? First, ask yourself what could drive someone to become violent and what the factors are that create and incr...
Lire la suite
  1270 lectures
Mots-clés :
Customer Satisfaction Customer Service Effectiveness
1270 lectures

Tips & Co. #387 - When the customer is angry


Remember that the customer is angry at the situation. You are not part of the problem; you are part of the solution! What could you say to a customer ...
Lire la suite
  1280 lectures
Mots-clés :
Customer Service Customer Satisfaction Customer Service Effectiveness
1280 lectures

Tips & Co. #382 - Is the customer always right?


The customer is not always right… Evidently, you could make your point, even have the last word. You might even be right. However, right or wrong, you...
Lire la suite
  1328 lectures
Mots-clés :
Customer Satisfaction Customer Service Effectiveness
1328 lectures

Tips & Co. #377 - Saying ‘NO’ to the customer


No customer likes to be told “no”. However, like it or not, the circumstances sometimes force us to say “no”. But, this does not have to become a nega...
Lire la suite
  1109 lectures
Mots-clés :
Customer Satisfaction Customer Service Effectiveness
1109 lectures

Tips & Co. #372 - Use the polite repetition technique


When the customer is angry, it is sometimes difficult for us to calm them down. In these situations, the polite repetition technique proves effective ...
Lire la suite
  1140 lectures
Mots-clés :
Customer Satisfaction Customer Service Effectiveness
1140 lectures

Tips & Co. #367 - Mistakes are inevitable and that's why pencils still have erasers


There is no better example of an organization's commitment to customer service than the way it resolves customer service issues. Many organizations di...
Lire la suite
  1090 lectures
Mots-clés :
Customer Satisfaction Customer Service Effectiveness
1090 lectures

Tips & Co. #365 - The Most Common Listening Mistakes in Customer Service


Interrupting - Never interrupt the customer or finish their sentences. Most customer service providers want to solve the problem as quickly as possibl...
Lire la suite
  1445 lectures
Mots-clés :
Customer Satisfaction Customer Service Effectiveness
1445 lectures

Tips & Co. #361 - Show empathy towards a dissatisfied customer


When a customer is unhappy, it is very important to let the customer know that they are understood and cared for. Listen to the customer and respond w...
Lire la suite
  1247 lectures
Mots-clés :
Customer Service Effectiveness Customer Satisfaction
1247 lectures

Tips & Co. #356 - Admit mistakes and apologize


When your organization makes a mistake, it is only fair to make a sincere and clear apology on its behalf. This does not necessarily mean that a perso...
Lire la suite
  1479 lectures
Mots-clés :
Customer Satisfaction Customer Service Effectiveness
1479 lectures

Tips & Co. #351 - The importance of dealing with complaints


When a customer has a problem, your organization has a problem. Did you know that: A dissatisfied customer will share the “rotten” treatment that he h...
Lire la suite
  1812 lectures
Mots-clés :
Dealing with complaints Customer Satisfaction Customer Service Effectiveness
1812 lectures

Tips & Co. #346 - Dealing with threats


A threat is a declaration of an intention to cause physical harm. The threat could be personal (e.g. a punch) or addressed to the organization (e.g. a...
Lire la suite
  1828 lectures
Mots-clés :
Threats in the workplace Customer Satisfaction Customer Service Effectiveness
1828 lectures

Tips & Co. #341 - What is a Culture of Care in customer service?


A culture of care and service is created by instigating people to inspire each other and encouraging leadership within. Where people believe in what t...
Lire la suite
  1281 lectures
Mots-clés :
Culture of Care Customer Satisfaction Customer Service Effectiveness
1281 lectures

Tips & Co. #336 - Be careful how you train your customers


If you frequently run last-minute sales, specials or promotions, don't be surprised if your customers stop buying things in advance. You're training t...
Lire la suite
  1503 lectures
Mots-clés :
Customer Satisfaction Customer Service Effectiveness
1503 lectures

Tips &Co. #326 - How to Respond to a ‘Thank You’


When a customer thanks you for your services, avoid responding with “no problem” or “no worries”. Although your intention is good, some customers may ...
Lire la suite
  1815 lectures
Mots-clés :
Customer Service Effectiveness Customer Satisfaction Customer Service
1815 lectures

Tips & Co. #321 - The Power of Using Your Customer’s name


Dale Carnegie said that “a person's name is to that person the sweetest and most important sound in any language.” A study published in Brain Research...
Lire la suite
  2110 lectures
Mots-clés :
Customer Service Effectiveness Customer Satisfaction Dale Carnegie
2110 lectures

Tips & Co. #311 - Fear of escalation


In any organization of more than two people, there's the opportunity to escalate a problem. When the software doesn't work, or the customer is in a ja...
Lire la suite
  1697 lectures
Mots-clés :
Customer Service Customer Satisfaction
1697 lectures

Tips & Co. #305 - Someone to care


Organizations keep making big promises, and service providers struggle to keep those promises. Sooner or later, it leads to a situation where a broken...
Lire la suite
  1514 lectures
Mots-clés :
Customer Satisfaction Customer Service
1514 lectures

Tips & Co. #301- When you don’t know the answer


Now and then, you’ll find yourself in the situation where you are asked a question to which you don’t know the answer. You don’t want to appear incomp...
Lire la suite
  1936 lectures
Mots-clés :
Customer Satisfaction Customer Service Effectiveness Professionalism
1936 lectures

Tips & Co. #291 - How to Prove a Customer Wrong

shutterstock_506347216 - Copy.jpg
As part of a search term analysis from our users, we found this question: How do we prove a Customer wrong? It’s always surprising to see that we’re s...
Lire la suite
  1707 lectures
Mots-clés :
Customer Satisfaction Customer Service Customer Service Effectiveness
1707 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

CONTACTEZ-NOUS