Savoir-Agir@Work

Customer Service

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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  1879 lectures
Mots-clés :
Customer Service Cultural Differences
1879 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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  1696 lectures
Mots-clés :
Customer Service Customer Satisfaction
1696 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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  1513 lectures
Mots-clés :
Customer Satisfaction Customer Service
1513 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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  1705 lectures
Mots-clés :
Customer Satisfaction Customer Service Customer Service Effectiveness
1705 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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  1684 lectures
Mots-clés :
Customer Service Professional Effectiveness Coworker
1684 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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  1797 lectures
Mots-clés :
difficult coworkers Customer Service
1797 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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  1552 lectures
Mots-clés :
Customer Service dealing with difficult customer
1552 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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  1574 lectures
Mots-clés :
difficult customer Customer Service
1574 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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  2130 lectures
Mots-clés :
Customer Service
2130 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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  1635 lectures
Mots-clés :
Customer Service
1635 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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  2328 lectures
Mots-clés :
Customer Service
2328 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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  2001 lectures
Mots-clés :
Customer Service
2001 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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  36090 lectures
Mots-clés :
Customer Service
36090 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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  2041 lectures
Mots-clés :
Customer Service Conflict Management Communications
2041 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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  2008 lectures
Mots-clés :
Customer Service Communications Stress management Conflict Management
2008 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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  1958 lectures
Mots-clés :
Customer Service
1958 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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  1848 lectures
Mots-clés :
Customer Service
1848 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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  1938 lectures
Mots-clés :
Professionalism Conflict Management Communication Customer Service
1938 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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  2235 lectures
Mots-clés :
Communication Change Customer Service
2235 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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  1876 lectures
Mots-clés :
Communication Customer Service Conflict Management
1876 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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  2001 lectures
Mots-clés :
Change Professionalism Customer Service
2001 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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  2146 lectures
Mots-clés :
Professionalism Customer Service Communication
2146 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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  2043 lectures
Mots-clés :
Professionalism Customer Service
2043 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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  2056 lectures
Mots-clés :
Customer Service Communication
2056 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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  2276 lectures
Mots-clés :
Conflict Management Professionalism Customer Service
2276 lectures

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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  2064 lectures
Mots-clés :
Conflict Management Communication Customer Service
2064 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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  2078 lectures
Mots-clés :
Time management and personal effectiveness Professionalism Customer Service
2078 lectures

Tips & Co. #187 - Serving customers

Serving customers means accepting customers as they are and not as you would like them to be.
  2180 lectures
Mots-clés :
Professionalism Communication Customer Service
2180 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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  2261 lectures
Mots-clés :
Professionalism Customer Service Communication
2261 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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  2435 lectures
Mots-clés :
Professionalism Customer Service Communications
2435 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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