Organisme Formateur agréé par Emploi-Québec - Agrément # 0057911

Savoir-Agir@Work

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...
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  628 lectures
628 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 ...
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  567 lectures
567 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...
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  761 lectures
761 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...
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  581 lectures
581 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 ...
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  598 lectures
598 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...
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  604 lectures
604 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...
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  908 lectures
908 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...
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  766 lectures
766 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...
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  796 lectures
796 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...
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  1258 lectures
1258 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...
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  1227 lectures
1227 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...
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  789 lectures
789 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...
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  907 lectures
907 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 ...
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  1233 lectures
1233 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...
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  1043 lectures
1043 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...
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  1128 lectures
1128 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...
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  966 lectures
966 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...
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  1312 lectures
1312 lectures

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

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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...
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  1046 lectures
1046 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

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