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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. - 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 incompetent or uninformed. So, what do you do?

First, it’s never ok to make assumptions (even if it seems like common sense). If you don’t know, don’t guess or lie. That’s misleading and dishonest.

Second, it’s never ok to brush them off with an “I don’t know” and make the customer keep searching for the answer.  That’s your job and you are being rude!

Finally, it’s perfectly ok to not know an answer. People will always appreciate an honest response, even if you have to say:

 - I’m not sure, but I will find out!

 - That’s a great question. I want to give you the correct answer, and I will check with someone.

 - Here’s what I know, here’s what I don’t know, here’s how I’ll find out.

 - I'm not sure how to answer that. Hang on and I'll find someone who can help you.

And then you look up the answer or find someone who knows the answer.

You aren't expected to know everything, but you are expected to do what you can to figure out the answer. Just know where to go, or who to go to, to get the correct answer.

It’s not our ability to answer every question that matters as much as our ability to handle every question with proactiveness and professionalism.

  189 lectures
189 lectures

Tips & Co. - 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 still looking to tell the Customer he is wrong.

Let’s clarify. The Customer is not always right. But he is still the Customer.

You can absolutely make your case, and even have the last word. You might be right. However, right or wrong, your efforts will lead nowhere: the Customer won’t change his mind. Your objective is to offer quality service, not to be proven right. Whether or not your organization is private or public, this is a LOSING result for YOU.

Check out our article “When the Customer is wrong” from October 6h, 2016.

  264 lectures
264 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

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…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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