Savoir-Agir@Work

Customer Service

Tips & Co. #503 - Would I talk to my grandma like this?

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Whether it's via emails or chats, you must pay attention to your tone and how you respond. A good rule of thumb is to craft a written message and rere...
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  789 lectures
Mots-clés :
Grandma Customer Service
789 lectures

Tips & Co.#474 - The customer is not always right …

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Obviously, you can prove your point, and even have the last word. Maybe you’re even in the right. However, right or wrong, your efforts will be in vai...
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  1186 lectures
Mots-clés :
Customer Service
1186 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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  1388 lectures
Mots-clés :
Customer Service Customer Satisfaction Customer Service Effectiveness
1388 lectures

Tips & Co. #331 - Delicate situations


Throughout your customer service career, it is probable that you will be confronted with situations you would have preferred to have avoided. “Big” pr...
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  1698 lectures
Mots-clés :
Professionalism Delicate Situations Customer Service
1698 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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  1930 lectures
Mots-clés :
Customer Service Effectiveness Customer Satisfaction Customer Service
1930 lectures

Tips & Co. #312 - Cultural differences … when «Yes» actually means «No»


When working with customers of different cultures we should be aware that the way we communicate and what we communicate can be interpreted differentl...
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  2002 lectures
Mots-clés :
Customer Service Cultural Differences
2002 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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  1785 lectures
Mots-clés :
Customer Service Customer Satisfaction
1785 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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  1606 lectures
Mots-clés :
Customer Satisfaction Customer Service
1606 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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  1789 lectures
Mots-clés :
Customer Satisfaction Customer Service Customer Service Effectiveness
1789 lectures

Tips & Co. #279 - Have an unresponsive coworker?

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Try this five steps approach: 1. Examine your attitude - Start with the assumption that your coworker actually does care about doing a good job but th...
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  1775 lectures
Mots-clés :
Customer Service Professional Effectiveness Coworker
1775 lectures

Tips & Co. #275 - Make friends with conflict

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Work can be messy, unruly and chaotic. Negative emotions can transform simple problems into threats; challenges into ordeals. But most situations do n...
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  1918 lectures
Mots-clés :
difficult coworkers Customer Service
1918 lectures

Tips & Co. #271 - The blame game

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It’s easy to blame the customer, the colleague or the boss for your behavior. Not only it is easy, but often it is also justifiable. They or the way t...
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  1672 lectures
Mots-clés :
Customer Service dealing with difficult customer
1672 lectures

Tips & Co. #261- Dealing with difficult people


  Next time you are faced with a difficult person and have not succeeded in dealing with it effectively – step back and do a post-mortem. Imagine...
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  1656 lectures
Mots-clés :
difficult customer Customer Service
1656 lectures

Tips & Co. #257 - Identify the problem


This may sound simple, but problems with customers recurrently begin with simple misunderstandings on either or both sides. Make sure you fully unders...
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  2293 lectures
Mots-clés :
Customer Service
2293 lectures

Tips & Co. #253 - It Only Takes One Person


Sometimes we lose sight of how much of a difference one person can make when it comes to customer service – in good ways and in bad. You can be that s...
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  1725 lectures
Mots-clés :
Customer Service
1725 lectures

Tips & Co. #249 - Change the vibe


  The initial moments of an interaction can set the tone for the rest of the encounter. Make sure that you create a positive, professional and tr...
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  2428 lectures
Mots-clés :
Customer Service
2428 lectures

Tips & Co. #244 - Patience - a customer service skill that matters

Tips & Co. #244 - Patience - a customer service skill that matters
Patience is not only a virtue; it is a necessary skill in order to deliver excellent service. If you deal with customers on a daily basis, be sure to ...
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  2134 lectures
Mots-clés :
Customer Service
2134 lectures

Services Standards - Levers of customer service quality

Services Standards - Levers of customer service quality
Why are service standards important? Service standards represent an important element for customer service excellence, as well as good yield managemen...
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  37954 lectures
Mots-clés :
Customer Service
37954 lectures

Tips & Co. #240 - Avoid Challenging Complaints

Tips & Co. #240 - Avoid Challenging Complaints
It’s easy and natural to want to tell a customer they are wrong in what they are saying. However, this won’t help you in your efforts to diffuse a cus...
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  2159 lectures
Mots-clés :
Customer Service Conflict Management Communications
2159 lectures

Tips & Co. #238 - Use calming and focusing techniques

Tips & Co. #238 - Use calming and focusing techniques
If customers get angry or start yelling, employ calming techniques to defuse the situation. Keeping your tone of voice even can compel someone who's s...
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  2114 lectures
Mots-clés :
Customer Service Communications Stress management Conflict Management
2114 lectures

Tips & Co. #236 - When the customer is wrong

Tips & Co. #236 - When the customer is wrong
It's just about impossible to convince a customer that he's wrong. To argue until the customer says, "I was wrong and I will change my mind." It is mo...
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  2048 lectures
Mots-clés :
Customer Service
2048 lectures

Tips & Co. #232 - Customer service from the Inside-out

Tips & Co. #232 - Customer service from the Inside-out
John never includes the proper documentation when submitting his requests to accounting. Sam at shipping never answers the phone from customer service...
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  1926 lectures
Mots-clés :
Customer Service
1926 lectures

Tips & Co. #222 - Know how to handle customer complaints

Tips & Co. #222 - Know how to handle customer complaints
Customers who complain are actually giving you another opportunity to prove them that you really offer quality service despite a shortfall. Be prepare...
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  2032 lectures
Mots-clés :
Professionalism Conflict Management Communication Customer Service
2032 lectures

Tips & Co. #218 - Don’t ignore the little things

Tips & Co. #218 - Don’t ignore the little things
We believe that by providing a "WOW" customer experience, we ensure customer’s satisfaction. As a result, we tend to focus on big, new initiatives. Re...
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  2325 lectures
Mots-clés :
Communication Change Customer Service
2325 lectures

Tips & Co. #214 - Accepting feedback

Tips & Co. #214 - Accepting feedback
One way to deal with criticism and complaints is to not insist on proving your clients that you are right and they are wrong. It's tempting to challen...
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  1973 lectures
Mots-clés :
Communication Customer Service Conflict Management
1973 lectures

Tips & Co. #210 - The 1% who don’t appreciate you

Tips & Co. #210 - The 1% who don’t appreciate you
It’s essential that you satisfy your customers, but not every customer knows the value to your service or understands what it is that you do. If 1% of...
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  2078 lectures
Mots-clés :
Change Professionalism Customer Service
2078 lectures

Tips & Co. #206 - Overly-talkative people

Tips & Co. #206 - Overly-talkative people
Deal with an overly-talkative person by asking a question that signals that the conversation is coming to a close. Such as "Can I answer any other que...
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  2237 lectures
Mots-clés :
Professionalism Customer Service Communication
2237 lectures

Tips & Co. #202 - Service-Centered Attitude

Tips & Co. #202 - Service-Centered Attitude
I believe that the customer has the right to quality service. I am proactive. I am confident. I am empathetic. I’m convinced I am part of the solution...
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  2118 lectures
Mots-clés :
Professionalism Customer Service
2118 lectures

Tips & Co. #198 - Killing them softly

Tips & Co. #198 - Killing them softly
The old saying “kill them with kindness” could not be truer in a situation with a customer complaining. But rather than smile and pretend to care, gen...
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  2146 lectures
Mots-clés :
Customer Service Communication
2146 lectures

Tips & Co. #197 - Ungrateful customers

One of the most common reasons for customers to be ungrateful is that they start to perceive that you and the people they deal with just don't care. D...
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  2391 lectures
Mots-clés :
Conflict Management Professionalism Customer Service
2391 lectures
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Ville de Québec

Témoignages des participants

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Xavier Aymé, Chef des opérations | Mercator Canada Inc.

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