Organisme Formateur agréé par Emploi-Québec - Agrément # 0057911

Le blogue de Solutions & Co.

Le blogue de Solutions & Co.

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 with empathy as a way to recognize their feelings and the information they are providing. To show empathy, you must:

• Acknowledge the customer’s feelings;
• Take note of the information on file;
• Let the customer know that they are being heard;
• Let the customer know that you understand why they feel the way they do.

What to do:

• Give the person sufficient time to get their point across
• Use short and sincere responses
• Use a neutral tone of voice
• Try to properly understand the needs expressed by the other person
• Use paraphrasing, reflecting and language that is appropriate for showing that you understand

What not to do:

• Do not give advice
• Do not interrupt the person
• Do not pretend that you understand
• Do not use clichés as responses
• Do not use a condescending tone of voice
• Do not jump to conclusions
• Do not only say “I understand”

  90 lectures
90 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 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.”
  126 lectures
126 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!”

  134 lectures
134 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.

  430 lectures
430 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.

  203 lectures
203 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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