Organisme Formateur agréé par Emploi-Québec - Agrément # 0057911

Savoir-Agir@Work

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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  40 lectures
Mots-clés :
40 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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  489 lectures
Mots-clés :
489 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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  814 lectures
814 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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  1208 lectures
1208 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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  1439 lectures
1439 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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  1527 lectures
1527 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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  1342 lectures
1342 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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  1157 lectures
1157 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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  1260 lectures
1260 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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  1340 lectures
1340 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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  1376 lectures
1376 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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  1190 lectures
1190 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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  1247 lectures
1247 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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  1610 lectures
Mots-clés :
1610 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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  1320 lectures
Mots-clés :
1320 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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  1798 lectures
Mots-clés :
1798 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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  1672 lectures
Mots-clés :
1672 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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  21112 lectures
Mots-clés :
21112 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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  1655 lectures
1655 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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  1584 lectures
1584 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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  1574 lectures
Mots-clés :
1574 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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  1529 lectures
Mots-clés :
1529 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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  1562 lectures
1562 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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  1814 lectures
1814 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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  1556 lectures
1556 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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  1646 lectures
1646 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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  1783 lectures
1783 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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  1759 lectures
1759 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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  1692 lectures
1692 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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  1951 lectures
1951 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.

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