Savoir-Agir@Work

Customer Service

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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  2003 lectures
Mots-clés :
Change Professionalism Customer Service
2003 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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  2149 lectures
Mots-clés :
Professionalism Customer Service Communication
2149 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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  2044 lectures
Mots-clés :
Professionalism Customer Service
2044 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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  2059 lectures
Mots-clés :
Customer Service Communication
2059 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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  2277 lectures
Mots-clés :
Conflict Management Professionalism Customer Service
2277 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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  2066 lectures
Mots-clés :
Conflict Management Communication Customer Service
2066 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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  2079 lectures
Mots-clés :
Time management and personal effectiveness Professionalism Customer Service
2079 lectures

Tips & Co. #187 - Serving customers

Serving customers means accepting customers as they are and not as you would like them to be.
  2182 lectures
Mots-clés :
Professionalism Communication Customer Service
2182 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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  2268 lectures
Mots-clés :
Professionalism Customer Service Communication
2268 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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  2438 lectures
Mots-clés :
Professionalism Customer Service Communications
2438 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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  2192 lectures
Mots-clés :
Stress management Conflict Management Customer Service
2192 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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  2163 lectures
Mots-clés :
Communication Professionalism Customer Service
2163 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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  2202 lectures
Mots-clés :
Communication Customer Service Professionalism
2202 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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  2314 lectures
Mots-clés :
Customer Service Communication
2314 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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  2423 lectures
Mots-clés :
Customer Service
2423 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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  2342 lectures
Mots-clés :
Customer Service
2342 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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  2048 lectures
Mots-clés :
Customer Service
2048 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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  2218 lectures
Mots-clés :
Customer Service Communication
2218 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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  2067 lectures
Mots-clés :
Customer Service
2067 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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  2400 lectures
Mots-clés :
Customer Service
2400 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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  2661 lectures
Mots-clés :
Customer Service Communication
2661 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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  3113 lectures
Mots-clés :
Professionalism Conflict Management Customer Service Communication
3113 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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  2617 lectures
Mots-clés :
Customer Service Communication
2617 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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  3365 lectures
Mots-clés :
Customer Service Professionalism Communications Communication
3365 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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  2925 lectures
Mots-clés :
Customer Service
2925 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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  2869 lectures
Mots-clés :
Customer Service
2869 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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