Organisme Formateur agréé par Emploi-Québec - Agrément # 0057911

Savoir-Agir@Work

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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  2316 lectures
Mots-clés :
2316 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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  1987 lectures
Mots-clés :
1987 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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  35565 lectures
Mots-clés :
35565 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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  2027 lectures
2027 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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  1996 lectures
1996 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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  1944 lectures
Mots-clés :
1944 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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  1835 lectures
Mots-clés :
1835 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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  1921 lectures
1921 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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  2211 lectures
2211 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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  1863 lectures
1863 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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  1993 lectures
1993 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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  2132 lectures
2132 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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  2031 lectures
2031 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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  2041 lectures
2041 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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  2262 lectures
2262 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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  2052 lectures
2052 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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  2066 lectures
2066 lectures

Tips & Co. #187 - Serving customers

Serving customers means accepting customers as they are and not as you would like them to be.
  2166 lectures
2166 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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  2242 lectures
2242 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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  2422 lectures
2422 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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  2179 lectures
2179 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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  2147 lectures
2147 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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  2185 lectures
2185 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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  2290 lectures
2290 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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  2402 lectures
Mots-clés :
2402 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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  2327 lectures
Mots-clés :
2327 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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  2033 lectures
Mots-clés :
2033 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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  2203 lectures
2203 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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  2056 lectures
Mots-clés :
2056 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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  2384 lectures
Mots-clés :
2384 lectures

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« 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!

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Xavier Aymé, Chef des opérations | Mercator Canada Inc.

Témoignages des clients

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