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Le blogue de Solutions & Co.

Le blogue de Solutions & Co.

Tips & Co. #267 - Why Swap 'but' for 'and'

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According to Professor Bernard Roth at Stanford, swapping one word for another could make all the difference in how you approach your goals.

When you use the word "but", you create a conflict (and sometimes a reason) for yourself that does not really exist. In other words, when you use the word "and", your brain gets to consider how it can deal with both parts of the sentence. It's possible to do both — you just need to find a solution.

  578 lectures
Mots-clés :
578 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 customer from getting more upset while sharing a complaint.

Put your ego aside and instead of challenging their complaint, listen to what they are saying, then just as calmly reply by telling them what you have to say.

  922 lectures
922 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 screaming to lower their voice.

When customers go off on tangents or are indecisive, bring them back to the issue at hand by asking pertinent questions.

Knowing how to identify and handle difficult consumers can help you turn a negative situation into an opportunity to build a stronger relationship.

  899 lectures
899 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 prepared to deal with complaints as seamlessly, professionally and graciously as possible. When you do, they share their new experience with others about the strong customer care they received from you... and this old-fashioned way of getting a good reputation never goes out of style.

  956 lectures
956 lectures

Tips & Co. #216 - Negativity

Tips & Co. #216 - Negativity

A single person with a poor attitude – someone who is chronically negative – can destroy the morale of an entire team if left unchecked. If that person reports to you, deal with it at once. If it’s your teammate, ask him (her) to stop. If it’s you, think about how much your complaining is harming your team, your reputation and your future.

  1010 lectures
1010 lectures

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Ville de Québec

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Xavier Aymé, Chef des opérations | Mercator Canada Inc.

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