Organisme Formateur agréé par Emploi-Québec - Agrément # 0057911

Savoir-Agir@Work

Tips & Co. #360 - Rudeness can take many forms


Rudeness is generally defined as a display of disrespect, a breaking of social norms or expectations, a breach of etiquette, or ignoring "accepted" be...
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  1008 lectures
1008 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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  1252 lectures
1252 lectures

Tips & Co. #330 - Are you professional?


While evaluating your professionalism, you must ask yourself three questions : Do you have the required operational skills to be considered profe...
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  1370 lectures
1370 lectures

Tips & Co. #301- When you don’t know the answer


Now and then, you’ll find yourself in the situation where you are asked a question to which you don’t know the answer. You don’t want to appear incomp...
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  1545 lectures
1545 lectures

Tips & co. #258 - People size you up in seconds


Harvard Business School social psychologist professor Amy Cuddy says people judge you based on 2 criteria when they first meet you: * Can I trust this...
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  1692 lectures
1692 lectures

Knowing How to Act


WHAT IS PROFESSIONALISM? The ability and commitment to adopt the right behaviour in the workplace – to behave in a way that reflects favourably on the...
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  2508 lectures
Mots-clés :
2508 lectures

Tips & Co. #227 - Professionals bring their A game to work

Tips & Co. #227 - Professionals bring their A game to work
Quitting slowly doesn't serve you well. At work or in anything else you do, people will remember how you ended things. Too often, we gradually back of...
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  1620 lectures
Mots-clés :
1620 lectures

Tips & Co. #225 - Be it until you become it

Tips & Co. #225 - Be it until you become it
If you treat yourself as a professional, you will see yourself as one. If you see yourself as a professional, it will be more natural for you to act l...
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  1612 lectures
Mots-clés :
1612 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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  1623 lectures
1623 lectures

Tips & Co. #220 - Judging a book by its cover

Tips & Co. #220 - Judging a book by its cover
It’s not politically correct to judge a person by how they look, but we should give our appearance as much preparation time as we do our speech for th...
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  1701 lectures
1701 lectures

Tips & Co. #219 - The message behind taking notes

Tips & Co. #219 - The message behind taking notes
When you write things down during a conversation, you put yourself in a proactive role. You send a message that not only you are listening (and not on...
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  1910 lectures
Mots-clés :
1910 lectures

Tips & Co. #211 - Blaming is useless

Tips & Co. #211 - Blaming is useless
Blaming is often a natural response when things go wrong. The biggest disappointment is that it doesn’t work. Nothing is as professional as the abilit...
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  1862 lectures
1862 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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  1693 lectures
1693 lectures

Tips & Co. #209 - To over-promise

Tips & Co. #209 - To over-promise
There is no quicker way to lose credibility than to make declarations or promises that you cannot deliver, or do not plan on delivering. 
  1893 lectures
Mots-clés :
1893 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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  1828 lectures
1828 lectures

Tips & Co. #205 - It’s not always about the win

Tips & Co. #205 - It’s not always about the win
We often get locked into arguments that hook our ego into trying to triumph over the other person (client, colleague, superior ...).  It is not a...
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  1921 lectures
1921 lectures

Tips & Co. #204 - It’s all about respecting diversity

Tips & Co. #204 - It’s all about respecting diversity
We're often appalled; puzzled or irritated when we see people behaving differently, because it's easy to expect that any group of people would behave ...
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  1548 lectures
Mots-clés :
1548 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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  1803 lectures
1803 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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  2004 lectures
2004 lectures

Tips & Co. #195 - Vocabulary matters

If your vocabulary is limited, nuance goes out the window. It’s not only about using professional jargon (every industry, trade and occupation has its...
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  1883 lectures
1883 lectures

Being self-confident and trusting yourself

Being self-confident and trusting yourself
Self-confidence is the ability to believe, realistically and constantly, that we possess the necessary resources to face any situation with ease. It’s...
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  2908 lectures
2908 lectures

Tips & Co. #190 - Generate a positive impression

We all know the importance of first impressions. We also know that we will never have a second chance to make a good first impression and that impress...
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  1946 lectures
1946 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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  1785 lectures
1785 lectures

Tips & Co. #187 - Serving customers

Serving customers means accepting customers as they are and not as you would like them to be.
  1829 lectures
1829 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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  1949 lectures
1949 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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  2121 lectures
2121 lectures

Tips & Co. #178 - Active listening

Show sincere interest in active listening . Beyond listening with your ears, your eyes and your heart ... Listen with your instinct  - Do you fee...
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  1854 lectures
1854 lectures

Tips & Co. #177 - How to understand a message

Demonstrate sincere interest by actively listening to the whole message that the other person is trying to communicate. • Listen with your ears - What...
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  1741 lectures
1741 lectures

Tips & Co. #175 - Techno distraction

The use of technology to excess can blur the line between what is the message and what is the medium. "Death by PowerPoint", or "Prezi Vertigo" are al...
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  2439 lectures
2439 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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  1860 lectures
1860 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

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