Savoir-Agir@Work

Customer Service

Tips & Co. #192 - Dealing with a hysterical customer

The hysterical customer is usually someone who feels that there is no one on "his side", he has reached the end of his rope, and you have been unfortu...
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  2158 lectures
Mots-clés :
Conflict Management Communication Customer Service
2158 lectures

Tips & Co. #189 - Do you have a "serviçocentriste" attitude?

Do you demonstrate your interest in the client?Do you ask the right questions and do you listen carefully?Are you patient, understanding and helpful?A...
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  2146 lectures
Mots-clés :
Time management and personal effectiveness Professionalism Customer Service
2146 lectures

Tips & Co. #187 - Serving customers

Serving customers means accepting customers as they are and not as you would like them to be.
  2268 lectures
Mots-clés :
Professionalism Communication Customer Service
2268 lectures

Tips & Co. #185 - Taking the time to listen

You may be so busy answering calls from your customers that you don't have time to think of the service you offer. Take time to listen to your custome...
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  2366 lectures
Mots-clés :
Professionalism Customer Service Communication
2366 lectures

Tips & Co. #183 - To be ready for customer contact

To be ready for customer contact is the step preceding any contact with a customer.  The step where you must be ready psychologically , emotional...
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  2533 lectures
Mots-clés :
Professionalism Customer Service Communications
2533 lectures

Tips & Co. #179 - The advantage of kindness

Research has shown that offering even a small act of kindness can boost oxytocin levels (known as the "feel-good" hormone). Meaning that even in a dif...
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  2291 lectures
Mots-clés :
Stress management Conflict Management Customer Service
2291 lectures

Tips & Co. #171 - The customers are the judges

The customers are the judges. These judges expect you to score high in your performance. If you are to successfully score 10’s with your customers, yo...
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  2238 lectures
Mots-clés :
Communication Professionalism Customer Service
2238 lectures

Tips & Co. #170 - Courtesies

At the end of a conversation, a few courtesies are required. Thank the customer for calling.Let the customer know that you appreciate him doing busine...
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  2263 lectures
Mots-clés :
Communication Customer Service Professionalism
2263 lectures

Tips & Co. #157 - The Use of First Names

If the customer suggests you use his first name, it is then acceptable to address yourself to the customer in this way. To use the first name can also...
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  2375 lectures
Mots-clés :
Customer Service Communication
2375 lectures

Tips & Co. #142 - Internal and External Clients

The first contact with our clients start from within our organization. We cannot neglect internal clients.  There is a direct link betw...
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  2493 lectures
Mots-clés :
Customer Service
2493 lectures

Tips & Co. #136 - Who is the Client?

  The notion of « client » can be defined as he who obtains good or services provided by an organization or person. There are two categories of c...
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  2409 lectures
Mots-clés :
Customer Service
2409 lectures

Tips & Co. #132 - Customer Service Etiquette

Applying customer service etiquette allows us to gain customers’ trust and increase the degree of comfort between customers and the service representa...
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  2125 lectures
Mots-clés :
Customer Service
2125 lectures

Tips & Co. #131 - A Good Customer

We all have our own personal definition of what a great client is, what a great colleague is, what a great boss is, etc… If they don’t follow along th...
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  2291 lectures
Mots-clés :
Customer Service Communication
2291 lectures

Tips & Co. #128 - Customer Service Etiquette

Applying customer service etiquette allows us to gain customers’ trust and increase the degree of comfort between customers and the service representa...
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  2142 lectures
Mots-clés :
Customer Service
2142 lectures

Tips & Co. #121 - Customer Service Etiquette

Following customer service etiquette allows us to gain trust from the clientele and increase the comfort level between the customers and the service r...
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  2482 lectures
Mots-clés :
Customer Service
2482 lectures

Tips & Co. #119 - Making a Customer Wait

Never make a client wait for long without explaining your process and the reason for the delay. When you get back to him, always thank him for his pat...
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  2731 lectures
Mots-clés :
Customer Service Communication
2731 lectures

Tips & Co. #111 - Problem vs. Solution

A customer is angry due to a problem. Self-assurance allows you to avoid taking this anger personally. Keep in mind: You are not part of the problem, ...
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  3197 lectures
Mots-clés :
Professionalism Conflict Management Customer Service Communication
3197 lectures

Tips & Co. #105 - Turn the Situation Around

When a client is aggressive, a colleague disrespectful or your boss is being rude - don’t take it personally too quickly. Instead of thinking: “Why is...
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  2704 lectures
Mots-clés :
Customer Service Communication
2704 lectures

Tips & Co. #99 - Call on Hold

Sometimes, you will need to put a call on hold. Before doing so, make sure to explain to the customer the reason of this waiting and to ask his permis...
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  3496 lectures
Mots-clés :
Customer Service Professionalism Communications Communication
3496 lectures

Tips & Co. #97 - Transforming Feelings

One of the purposes of "customer service" is to change feelings. Not the facts, but the way your customer feels. The best measurement of customer supp...
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  3008 lectures
Mots-clés :
Customer Service
3008 lectures

Tips & Co. #94 - What About the Easy Customers?

We all have difficult customers and we usually invest our best efforts (time, patience, energy, emotions, etc.) with them. And the easy, friendly, nic...
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  2958 lectures
Mots-clés :
Customer Service
2958 lectures
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Ville de Québec

Témoignages des participants

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Xavier Aymé, Chef des opérations | Mercator Canada Inc.

Témoignages des clients

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