Organisme Formateur agréé par Emploi-Québec - Agrément # 0057911

Le blogue de Solutions & Co.

Tips & Co. #407 - Anger clouds rationality and problem solving


An angry customer is simply incapable of rationalizing the situation. They are so caught up in their emotion that it (the anger) filters all their wor...
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  306 lectures
306 lectures

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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  507 lectures
507 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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  467 lectures
467 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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  658 lectures
658 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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  507 lectures
507 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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  533 lectures
533 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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  540 lectures
540 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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  820 lectures
820 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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  690 lectures
690 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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  705 lectures
705 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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  1195 lectures
1195 lectures

Open Office Environment: How to Make it Work


There is an ongoing debate about the pros and cons of open offices. Some research indicates they are a playground for collaboration, innovation, creat...
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  1987 lectures
1987 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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  1128 lectures
1128 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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  715 lectures
715 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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  838 lectures
838 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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  1100 lectures
1100 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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  958 lectures
958 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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  1238 lectures
1238 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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  983 lectures
983 lectures

Tips & Co #288 - I am a customer service expert

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I see challenges where others see complications. I make quality and professionalism my priorities. I try to understand before making myself understood...
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  1151 lectures
1151 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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