Organisme Formateur agréé par Emploi-Québec - Agrément # 0057911

Le blogue de Solutions & Co.

Le blogue de Solutions & Co.

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 person has to admit fault; they can express regret for what happened. Regardless of who is to blame, you must sincerely and clearly apologize once to the customer. Apologies should never be partial or conditional.

Never blame anyone, become defensive, or pretend, for example, that staff shortages or budget cuts are to blame. The person is there to solve the problem, not to hear about yours.

When presented with an apology, the customer feels heard and understood. This can lessen their anger, which allows you to start regaining their trust.

The best thing to do is to say something along the lines of: “I am sorry about what happened and I understand what a nuisance this is. Here is what I am going to do to make this right.”

Suggestions:

  • “Please accept my apologies for any inconvenience this may have caused you.”
  • “I am sorry for the misunderstanding.”
  • “This is an unfortunate situation and I would like to apologize.”
  38 lectures
38 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 has experienced with you with 20 other people ... These 20 people will share with 400 others, which could represent huge consequences for your organization?
  • 96% of dissatisfied customers do not complain to the manager or the organization?
  • If you are able to resolve the customer's problem, they will be more faithful to you than if they had never encountered a problem?

Dealing with complaints is therefore a key element for the organization. Every complaint that is resolved to the customer's satisfaction earns you points with dissatisfied customers.

The message that stands out based on these figures is clear: “Do it right the first time. Otherwise, it is in your best interest to do it right the second time!”

  62 lectures
62 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 bomb). Wanting to talk to your superior, writing a complaint or calling the local news is not a threat. It is a right the client has.

People who make threats often do carry them out. Every organization/department should have a security policy in place which outlines how to behave and report a threat, to ensure the safety of employees.

  344 lectures
344 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 they do, and do what it takes. Where people take a stance with boldness and grit.

A culture of care and service is a mindset that is hard to create but that lasts. It's tarnished by shortcuts and by inattention, and nurtured by constant training, investment and care.

  130 lectures
130 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 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.

  163 lectures
163 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.

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