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Le blogue de Solutions & Co.

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 them to wait.

If you announce things several times, getting louder each time, don't be surprised if your customers ignore the first few announcements. You've trained them to expect reminders.

If you don't offer your customers quality service until they complain, don't be surprised if your customers are difficult. You’re training them to kick and yell in order to get good service.

The way you engage with your customers trains them on what to expect from interactions with you.

  38 lectures
38 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 get offended. They may wonder why there would be a problem if the task is simply part of your job? Are you implying the customers need could potentially be a hassle or an inconvenience?

Here are a few alternatives for a successful exchange of appreciation:

  • • “You’re very welcome.”
  • • “It’s my pleasure.”
  • • “I’m happy to help.”

Words matter. Choose them carefully, especially when acknowledging a “thank you.”

  114 lectures
114 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 magazine, shows that certain parts of our brain light up when we hear our own name. It prompts specific and unique responses in our minds.

When you need to recapture the attention of your customer, or get back into the conversation, the best way is by using the customer’s name. We are conditioned from birth to respond to our own name. You’ll get your customer’s full attention and he will tend to listen more closely.

But be careful not to use it too often. If overused, it can come across as insincere and condescending,

  168 lectures
168 lectures

Tips & Co. - 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 jam or something's going sideways, you can hand the problem up the chain. Escalation not only brings more energy to the problem, but it spreads the word within the organization. And, even better, it keeps you from losing the customer.

Here's the thing: at some point, organizations start training their people not to escalate. They fear staff will cry wolf, or they get tired of pitching in.

The moment this happens is the moment you begin to give up on your customers.

Either give your front line the power to fix things, on the spot, or encourage them to call for help when it's needed.

  217 lectures
217 lectures

Tips & Co. - 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 promise arrives on the customer's lap.

In that moment, what the customer wants most is someone to care.

Professionals do emotional labor all the time. They present the best version of their professional self.

If you care, that's great. If you don't, at least right now, well, it's your job.

Doing it with effort and consistency, is what your customers need from you.

  183 lectures
183 lectures

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Xavier Aymé, Chef des opérations | Mercator Canada Inc.

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