Savoir-Agir@Work

Customer Service

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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  2341 lectures
Mots-clés :
Customer Service
2341 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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  2660 lectures
Mots-clés :
Customer Service Communication
2660 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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  2868 lectures
Mots-clés :
Customer Service
2868 lectures
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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.

Témoignages des clients

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