SHSM Certification: Customer Service | Flashpoint SHSM Solutions

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Customer Service Certification

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Service à la clientèle

[/fusion_title][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container][fusion_global id=”2629″][fusion_global id=”2636″][fusion_builder_container admin_label=”Resources (English)” type=”flex” hundred_percent=”no” hundred_percent_height=”no” hundred_percent_height_scroll=”no” align_content=”stretch” flex_align_items=”flex-start” flex_justify_content=”flex-start” hundred_percent_height_center_content=”yes” equal_height_columns=”no” container_tag=”div” menu_anchor=”resources” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” status=”published” margin_bottom=”-40px” padding_top=”20px” border_color=”var(–awb-color5)” border_style=”solid” box_shadow=”no” box_shadow_blur=”0″ box_shadow_spread=”0″ gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_position=”center center” background_repeat=”no-repeat” fade=”no” background_parallax=”none” enable_mobile=”no” parallax_speed=”0.3″ background_blend_mode=”none” video_aspect_ratio=”16:9″ video_loop=”yes” video_mute=”yes” render_logics=”W3sib3BlcmF0b3IiOiJhbmQiLCJjb21wYXJpc29uIjoibm90LWVxdWFsIiwiZmllbGQiOiJnZXRfdmFyIiwidmFsdWUiOiJmciIsImFkZGl0aW9uYWxzIjoibGFuZ3VhZ2UifV0=” absolute=”off” absolute_devices=”small,medium,large” sticky=”off” sticky_devices=”small-visibility,medium-visibility,large-visibility” sticky_transition_offset=”0″ scroll_offset=”0″ animation_direction=”left” animation_speed=”0.3″ filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″ admin_toggled=”no”][fusion_builder_row][fusion_builder_column type=”1_1″ type=”1_1″ layout=”1_1″ align_self=”auto” content_layout=”column” align_content=”flex-start” valign_content=”flex-start” content_wrap=”wrap” center_content=”no” target=”_self” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” order_medium=”0″ order_small=”0″ hover_type=”none” border_style=”solid” box_shadow=”no” box_shadow_blur=”0″ box_shadow_spread=”0″ background_type=”single” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_position=”left top” background_repeat=”no-repeat” background_blend_mode=”none” filter_type=”regular” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″ animation_direction=”left” animation_speed=”0.3″ last=”true” border_position=”all” first=”true” min_height=”” link=””][fusion_title title_type=”text” rotation_effect=”bounceIn” display_time=”1200″ highlight_effect=”circle” loop_animation=”off” highlight_width=”9″ highlight_top_margin=”0″ title_link=”off” link_target=”_self” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” content_align=”center” size=”2″ text_transform=”capitalize” text_color=”var(–awb-color8)” text_shadow=”no” text_shadow_blur=”0″ margin_right=”0px” margin_left=”0px” gradient_font=”no” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ style_type=”single solid” sep_color=”var(–awb-color8)” animation_direction=”left” animation_speed=”0.3″]Step 1: Resources[/fusion_title][fusion_text rule_style=”default” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” text_transform=”none” animation_direction=”left” animation_speed=”0.3″]

Please review each of these resources thoroughly to prepare for the quiz at the end of this page.

Scroll Down For the Quiz

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Étape 1 : Ressources

[/fusion_title][fusion_text hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” text_transform=”none” animation_direction=”left” animation_speed=”0.3″]

Veuillez examiner attentivement chacune de ces ressources afin de vous préparer au test qui se trouve à la fin de cette page.

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backgroundcolor=”var(–awb-color4)” icon=”fa-external-link-alt fas” link=”https://www.proprofs.com/quiz-school/story.php?title=customer-service-exam” animation_direction=”left” animation_speed=”0.3″ /][/fusion_content_boxes][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container][fusion_builder_container admin_label=”Questions (English)” type=”flex” hundred_percent=”no” hundred_percent_height=”no” hundred_percent_height_scroll=”no” align_content=”stretch” flex_align_items=”center” flex_justify_content=”flex-start” hundred_percent_height_center_content=”yes” equal_height_columns=”no” container_tag=”div” menu_anchor=”questions” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” status=”published” padding_top=”20px” padding_right=”20px” padding_bottom=”40px” padding_left=”20px” border_sizes_top=”2px” border_sizes_bottom=”2px” border_color=”var(–awb-color5)” border_style=”solid” box_shadow=”no” box_shadow_blur=”0″ box_shadow_spread=”0″ 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radial_direction=”center center” linear_angle=”180″ style_type=”single solid” animation_direction=”left” animation_speed=”0.3″]Step 2: Questions[/fusion_title][/fusion_builder_column][fusion_builder_column type=”1_2″ type=”1_2″ layout=”1_2″ align_self=”auto” content_layout=”column” align_content=”flex-start” valign_content=”flex-start” content_wrap=”wrap” center_content=”no” column_tag=”div” target=”_self” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” order_medium=”0″ order_small=”0″ margin_bottom=”20px” hover_type=”none” border_style=”solid” box_shadow=”no” box_shadow_blur=”0″ box_shadow_spread=”0″ z_index_subgroup=”regular” background_type=”single” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ lazy_load=”none” background_position=”left top” background_repeat=”no-repeat” background_blend_mode=”none” sticky=”off” 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Watch the Video:

Can you come up with examples that show poor customer service?

What did they do that was poor service?

Note: For every customer complaint there are 26 that remain silent, but they each tell 9-15 people about their bad experience.

Think of businesses you frequent:

Do you support them because they deliver great service?

Have you ever had a bad service experience?

Have you gone back?

Did you tell others about it?

If not, what would it take for you to go back?

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link=””][fusion_code]PHAgYWxpZ249ImNlbnRlciI+Cgk8aWZyYW1lIHNyYz0iaHR0cHM6Ly9iaXRlYWJsZS5jb20vd2F0Y2gvZW1iZWQvY3VzdG9tZXItc2VydmljZS0yNTAzMzE0P2F1dG9wbGF5PTEiIHdpZHRoPSI1NjAiIGhlaWdodD0iMzE1IiBmcmFtZWJvcmRlcj0iMCIgYWxsb3dmdWxsc2NyZWVuPSJhbGxvd2Z1bGxzY3JlZW4iPjwvaWZyYW1lPgo8L3A+[/fusion_code][fusion_text hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” margin_top=”-20px” animation_direction=”left” animation_speed=”0.3″]

Watch the Video!

Adjust the volume or pause the video to meet your needs.

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Étape 2 : questions

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Après avoir regardé la vidéo :

Pouvez-vous trouver des exemples qui démontrent un service à la clientèle médiocre ?

Qu’est ce qui a rendu le service médiocre ?

Remarque : Pour chaque plainte du client, il y a 26 clients qui restent silencieux avec leurs plaintes, mais ils parlent négativement à 9-15 personnes de leurs mauvaises expériences.

Pensez aux entreprises que vous fréquentez :

Les soutenez-vous parce qu’elles offrent un excellent service ?

Aviez-vous déjà eu une mauvaise expérience avec le service à la clientèle ?

Êtes-vous retourné depuis ?

Sinon, que faudrait-il pour que vous y retourniez ?

En avez-vous parlé aux autres ?

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link=””][fusion_code]PHAgYWxpZ249ImNlbnRlciI+Cgk8aWZyYW1lIHNyYz0iaHR0cHM6Ly9iaXRlYWJsZS5jb20vd2F0Y2gvZW1iZWQvZnJlbmNoLWN1c3RvbWVyLXNlcnZpY2UtMjc2NDgxMj9hdXRvcGxheT0xIiB3aWR0aD0iNTYwIiBoZWlnaHQ9IjMxNSIgZnJhbWVib3JkZXI9IjAiIGFsbG93ZnVsbHNjcmVlbj0iYWxsb3dmdWxsc2NyZWVuIj48L2lmcmFtZT4KPC9wPg==[/fusion_code][fusion_text hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” margin_top=”-20px” animation_direction=”left” animation_speed=”0.3″]

Regardez la vidéo.

Réglez le volume ou mettez la vidéo en pause au besoin.

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hundred_percent_height_scroll=”no” align_content=”stretch” flex_align_items=”flex-start” flex_justify_content=”flex-start” hundred_percent_height_center_content=”yes” equal_height_columns=”no” container_tag=”div” menu_anchor=”exercise” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” status=”published” padding_top=”20px” padding_bottom=”20px” border_color=”var(–awb-color5)” border_style=”solid” box_shadow=”no” box_shadow_blur=”0″ box_shadow_spread=”0″ gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_position=”center center” background_repeat=”no-repeat” fade=”no” background_parallax=”none” enable_mobile=”no” parallax_speed=”0.3″ background_blend_mode=”none” video_aspect_ratio=”16:9″ video_loop=”yes” video_mute=”yes” render_logics=”W3sib3BlcmF0b3IiOiJhbmQiLCJjb21wYXJpc29uIjoibm90LWVxdWFsIiwiZmllbGQiOiJnZXRfdmFyIiwidmFsdWUiOiJmciIsImFkZGl0aW9uYWxzIjoibGFuZ3VhZ2UifV0=” absolute=”off” absolute_devices=”small,medium,large” sticky=”off” sticky_devices=”small-visibility,medium-visibility,large-visibility” sticky_transition_offset=”0″ scroll_offset=”0″ animation_direction=”left” animation_speed=”0.3″ filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″ admin_toggled=”no”][fusion_builder_row][fusion_builder_column type=”1_1″ type=”1_1″ layout=”1_1″ align_self=”auto” content_layout=”column” align_content=”flex-start” valign_content=”flex-start” content_wrap=”wrap” center_content=”no” target=”_self” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” order_medium=”0″ order_small=”0″ padding_right=”20px” padding_bottom=”10px” padding_left=”20px” hover_type=”none” border_style=”solid” box_shadow=”no” box_shadow_blur=”0″ box_shadow_spread=”0″ background_type=”single” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_color=”var(–awb-color1)” background_position=”left top” background_repeat=”no-repeat” background_blend_mode=”none” filter_type=”regular” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″ animation_direction=”left” animation_speed=”0.3″ last=”true” border_position=”all” first=”true” min_height=”” link=””][fusion_title title_type=”text” rotation_effect=”bounceIn” display_time=”1200″ highlight_effect=”circle” loop_animation=”off” highlight_width=”9″ highlight_top_margin=”0″ title_link=”off” link_target=”_self” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” content_align=”center” size=”2″ text_transform=”capitalize” text_color=”var(–awb-color8)” text_shadow=”no” text_shadow_blur=”0″ margin_right=”0px” margin_left=”0px” gradient_font=”no” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ style_type=”single solid” sep_color=”var(–awb-color8)” animation_direction=”left” animation_speed=”0.3″]Step 3: Exercise[/fusion_title][fusion_text rule_style=”default” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” text_transform=”none” animation_direction=”left” animation_speed=”0.3″]

This puzzle contains significant hints for the final quiz!

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filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″ animation_direction=”left” animation_speed=”0.3″ last=”true” border_position=”all” first=”true” min_height=”” link=””][fusion_code]W2dhbWUtY3Jvc3N3b3JkIGlkPSIzODU5IiBd[/fusion_code][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container][fusion_builder_container admin_label=”Exercise (French)” type=”flex” hundred_percent=”no” hundred_percent_height=”no” hundred_percent_height_scroll=”no” align_content=”stretch” flex_align_items=”flex-start” flex_justify_content=”flex-start” hundred_percent_height_center_content=”yes” equal_height_columns=”no” container_tag=”div” menu_anchor=”exercise” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” status=”published” padding_top=”20px” padding_bottom=”20px” border_color=”var(–awb-color5)” border_style=”solid” box_shadow=”no” box_shadow_blur=”0″ box_shadow_spread=”0″ gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_position=”center center” background_repeat=”no-repeat” fade=”no” background_parallax=”none” enable_mobile=”no” parallax_speed=”0.3″ background_blend_mode=”none” video_aspect_ratio=”16:9″ video_loop=”yes” video_mute=”yes” pattern_bg=”none” pattern_bg_style=”default” pattern_bg_opacity=”100″ pattern_bg_blend_mode=”normal” mask_bg=”none” mask_bg_style=”default” mask_bg_opacity=”100″ mask_bg_transform=”left” mask_bg_blend_mode=”normal” render_logics=”W3sib3BlcmF0b3IiOiJhbmQiLCJjb21wYXJpc29uIjoiZXF1YWwiLCJmaWVsZCI6ImdldF92YXIiLCJ2YWx1ZSI6ImZyIiwiYWRkaXRpb25hbHMiOiJsYW5ndWFnZSJ9XQ==” absolute=”off” absolute_devices=”small,medium,large” sticky=”off” sticky_devices=”small-visibility,medium-visibility,large-visibility” sticky_transition_offset=”0″ scroll_offset=”0″ animation_direction=”left” animation_speed=”0.3″ filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″][fusion_builder_row][fusion_builder_column type=”1_1″ type=”1_1″ layout=”1_1″ align_self=”auto” content_layout=”column” align_content=”flex-start” valign_content=”flex-start” content_wrap=”wrap” center_content=”no” target=”_self” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” order_medium=”0″ order_small=”0″ padding_right=”20px” padding_bottom=”10px” padding_left=”20px” hover_type=”none” border_style=”solid” box_shadow=”no” box_shadow_blur=”0″ box_shadow_spread=”0″ background_type=”single” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_color=”var(–awb-color1)” background_position=”left top” background_repeat=”no-repeat” background_blend_mode=”none” filter_type=”regular” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″ animation_direction=”left” animation_speed=”0.3″ last=”true” border_position=”all” first=”true” min_height=”” link=””][fusion_title title_type=”text” rotation_effect=”bounceIn” display_time=”1200″ highlight_effect=”circle” loop_animation=”off” highlight_width=”9″ highlight_top_margin=”0″ title_link=”off” link_target=”_self” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” content_align=”center” size=”2″ text_transform=”capitalize” text_color=”var(–awb-color8)” text_shadow=”no” text_shadow_blur=”0″ margin_right=”0px” margin_left=”0px” gradient_font=”no” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ style_type=”single solid” sep_color=”var(–awb-color8)” animation_direction=”left” animation_speed=”0.3″]

Étape 3 : Exercise

Cette énigme contient des indices importants pour le quiz final !

[/fusion_text][/fusion_builder_column][fusion_builder_column type=”1_1″ type=”1_1″ layout=”1_1″ align_self=”auto” content_layout=”column” align_content=”flex-start” valign_content=”flex-start” content_wrap=”wrap” center_content=”no” target=”_self” hide_on_mobile=”medium-visibility,large-visibility” sticky_display=”normal,sticky” order_medium=”0″ order_small=”0″ hover_type=”none” border_style=”solid” box_shadow=”no” box_shadow_blur=”0″ box_shadow_spread=”0″ background_type=”single” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_position=”left top” background_repeat=”no-repeat” background_blend_mode=”none” filter_type=”regular” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″ animation_direction=”left” animation_speed=”0.3″ last=”true” border_position=”all” first=”true” min_height=”” link=””][fusion_code]W2dhbWUtY3Jvc3N3b3JkIGlkPSI2MjM4IiBd[/fusion_code][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container][fusion_builder_container admin_label=”Summary (English)” type=”flex” hundred_percent=”no” hundred_percent_height=”no” hundred_percent_height_scroll=”no” align_content=”stretch” flex_align_items=”flex-start” flex_justify_content=”flex-start” hundred_percent_height_center_content=”yes” equal_height_columns=”no” container_tag=”div” menu_anchor=”summary” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” status=”published” padding_top=”20px” padding_bottom=”20px” border_sizes_top=”2px” border_sizes_bottom=”2px” border_color=”var(–awb-color5)” border_style=”solid” box_shadow=”no” box_shadow_blur=”0″ box_shadow_spread=”0″ gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_color=”var(–awb-custom_color_3)” background_position=”center center” background_repeat=”no-repeat” fade=”no” background_parallax=”none” enable_mobile=”no” parallax_speed=”0.3″ background_blend_mode=”none” video_aspect_ratio=”16:9″ video_loop=”yes” video_mute=”yes” render_logics=”W3sib3BlcmF0b3IiOiJhbmQiLCJjb21wYXJpc29uIjoibm90LWVxdWFsIiwiZmllbGQiOiJnZXRfdmFyIiwidmFsdWUiOiJmciIsImFkZGl0aW9uYWxzIjoibGFuZ3VhZ2UifV0=” absolute=”off” absolute_devices=”small,medium,large” sticky=”off” sticky_devices=”small-visibility,medium-visibility,large-visibility” sticky_transition_offset=”0″ scroll_offset=”0″ animation_direction=”left” animation_speed=”0.3″ filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″ admin_toggled=”no”][fusion_builder_row][fusion_builder_column type=”1_1″ type=”1_1″ layout=”1_1″ align_self=”auto” content_layout=”column” align_content=”flex-start” valign_content=”flex-start” content_wrap=”wrap” center_content=”no” target=”_self” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” order_medium=”0″ order_small=”0″ padding_right=”20px” padding_bottom=”20px” padding_left=”20px” hover_type=”none” border_style=”solid” box_shadow=”no” box_shadow_blur=”0″ box_shadow_spread=”0″ background_type=”single” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_position=”left top” background_repeat=”no-repeat” background_blend_mode=”none” filter_type=”regular” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″ animation_direction=”left” animation_speed=”0.3″ last=”true” border_position=”all” first=”true” min_height=”” link=””][fusion_title title_type=”text” rotation_effect=”bounceIn” display_time=”1200″ highlight_effect=”circle” loop_animation=”off” highlight_width=”9″ highlight_top_margin=”0″ title_link=”off” link_target=”_self” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” content_align=”center” size=”2″ text_transform=”capitalize” text_color=”var(–awb-color8)” text_shadow=”no” text_shadow_blur=”0″ margin_right=”0px” margin_left=”0px” gradient_font=”no” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ style_type=”single solid” animation_direction=”left” animation_speed=”0.3″]Step 4: Summary[/fusion_title][fusion_accordion type=”accordions” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” border_size=”1″ title_tag=”h4″ fusion_font_family_title_font=”var(–awb-typography2-font-family)” fusion_font_variant_title_font=”var(–awb-typography2)” title_font_size=”var(–awb-typography2-font-size)” title_line_height=”1.1″ title_letter_spacing=”var(–awb-typography1-letter-spacing)” title_color=”var(–awb-color5)” icon_color=”var(–awb-color1)” icon_box_color=”var(–awb-color8)” content_color=”var(–awb-color8)”][fusion_toggle title=”What is Customer Service?” open=”no” title_color=”var(–awb-color8)” content_color=”var(–awb-color8)”]

The provision of service to customers before, during, and after a purchase. Expectations may vary by product, service, industry, and the individual customer.

[/fusion_toggle][fusion_toggle title=”What is customer service success?” open=”no” title_color=”var(–awb-color8)”]

The perception of success depends on employees who “can adjust themselves to the personality of the guest.”

[/fusion_toggle][fusion_toggle title=”What is the cost of bad customer service?” open=”no” title_color=”var(–awb-color8)”]

For every customer complaint there are 26 other unhappy customers who have remained silent.
A dissatisfied customer will tell between 9-15 people about their experience.
It costs 6–7 times more to acquire a new customer than to retain an existing one.

[/fusion_toggle][fusion_toggle title=”How do you give great customer service?” open=”no” title_color=”var(–awb-color8)”]

Listen and empathize
Educate the customer on the product/service
Find a way to thank them
Anticipate their needs
Help the customer be right
Be creative when finding a solution
Remain calm
Offer alternative solutions
Only use positive language
Confirm communication is understood

[/fusion_toggle][/fusion_accordion][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container][fusion_builder_container admin_label=”Summary (French)” type=”flex” hundred_percent=”no” hundred_percent_height=”no” hundred_percent_height_scroll=”no” align_content=”stretch” flex_align_items=”flex-start” flex_justify_content=”flex-start” hundred_percent_height_center_content=”yes” equal_height_columns=”no” container_tag=”div” menu_anchor=”summary” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” status=”published” padding_top=”20px” padding_bottom=”20px” border_sizes_top=”2px” border_sizes_bottom=”2px” border_color=”var(–awb-color5)” border_style=”solid” box_shadow=”no” box_shadow_blur=”0″ box_shadow_spread=”0″ gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_color=”var(–awb-custom_color_3)” background_position=”center center” background_repeat=”no-repeat” fade=”no” background_parallax=”none” enable_mobile=”no” parallax_speed=”0.3″ background_blend_mode=”none” video_aspect_ratio=”16:9″ video_loop=”yes” video_mute=”yes” pattern_bg=”none” pattern_bg_style=”default” pattern_bg_opacity=”100″ pattern_bg_blend_mode=”normal” mask_bg=”none” mask_bg_style=”default” mask_bg_opacity=”100″ mask_bg_transform=”left” mask_bg_blend_mode=”normal” render_logics=”W3sib3BlcmF0b3IiOiJhbmQiLCJjb21wYXJpc29uIjoiZXF1YWwiLCJmaWVsZCI6ImdldF92YXIiLCJ2YWx1ZSI6ImZyIiwiYWRkaXRpb25hbHMiOiJsYW5ndWFnZSJ9XQ==” absolute=”off” absolute_devices=”small,medium,large” sticky=”off” sticky_devices=”small-visibility,medium-visibility,large-visibility” sticky_transition_offset=”0″ scroll_offset=”0″ animation_direction=”left” animation_speed=”0.3″ filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″][fusion_builder_row][fusion_builder_column type=”1_1″ type=”1_1″ layout=”1_1″ align_self=”auto” content_layout=”column” align_content=”flex-start” valign_content=”flex-start” content_wrap=”wrap” center_content=”no” target=”_self” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” order_medium=”0″ order_small=”0″ padding_right=”20px” padding_bottom=”20px” padding_left=”20px” hover_type=”none” border_style=”solid” box_shadow=”no” box_shadow_blur=”0″ box_shadow_spread=”0″ background_type=”single” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_position=”left top” background_repeat=”no-repeat” background_blend_mode=”none” filter_type=”regular” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″ animation_direction=”left” animation_speed=”0.3″ last=”true” border_position=”all” first=”true” min_height=”” link=””][fusion_title title_type=”text” rotation_effect=”bounceIn” display_time=”1200″ highlight_effect=”circle” loop_animation=”off” highlight_width=”9″ highlight_top_margin=”0″ title_link=”off” link_target=”_self” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” content_align=”center” size=”2″ text_transform=”capitalize” text_color=”var(–awb-color8)” text_shadow=”no” text_shadow_blur=”0″ margin_right=”0px” margin_left=”0px” gradient_font=”no” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ style_type=”single solid” animation_direction=”left” animation_speed=”0.3″]

Étape 4 : sommaire

[/fusion_title][fusion_accordion type=”accordions” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” border_size=”1″ title_tag=”h4″ fusion_font_family_title_font=”var(–awb-typography2-font-family)” fusion_font_variant_title_font=”var(–awb-typography2)” title_font_size=”var(–awb-typography2-font-size)” title_line_height=”1.1″ title_letter_spacing=”var(–awb-typography1-letter-spacing)” title_color=”var(–awb-color5)” icon_color=”var(–awb-color1)” icon_box_color=”var(–awb-color8)” content_color=”var(–awb-color8)”][fusion_toggle title=”Qu’est-ce que le service à la clientèle ?” open=”no” title_color=”var(–awb-color8)” content_color=”var(–awb-color8)”]

L’offre de service à la clientèle avant, pendant, et après une transaction d’achat. Les attentes peuvent varier selon les produits, les services, les industries et selon le client même.

[/fusion_toggle][fusion_toggle title=”Qu’est-ce qui fait le succès du service à la clientèle ?” open=”no” title_color=”var(–awb-color8)” content_color=”var(–awb-color8)”]

La perception du succès dépend de la capacité de l’employé d’être flexible et de s’adapter à la personnalité du client.

[/fusion_toggle][fusion_toggle title=”Quel est l’impact d’un mauvais service à la clientèle ?” open=”no” title_color=”var(–awb-color8)” content_color=”var(–awb-color8)”]

Pour chaque plainte du client, il y a 26 clients qui restent silencieux avec leurs plaintes.
Mais ils parlent négativement à 9-15 personnes de leurs mauvaises expériences.
It costs 6–7 times more to acquire a new customer than to retain an existing one.

[/fusion_toggle][fusion_toggle title=”Comment offrir un excellent service à la clientèle ?” open=”no” title_color=”var(–awb-color8)” content_color=”var(–awb-color8)”]

Écoutez et faites preuve d’empathie
Éduquez le client sur le produit et service
Trouvez un moyen de remercier le client
Anticipez ses besoins
Aidez le client à avoir raison
Soyez créatif en trouvant une solution
Restez calme
Offrez des solutions variées
Utilisez uniquement un langage positif
Confirmez que la communication est bien comprise

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Step 5: Quiz

Complete the following quiz and your certificate will be sent to your teacher once your submission has been reviewed. Good luck!

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filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″ animation_direction=”left” animation_speed=”0.3″ last=”true” border_position=”all” first=”true” min_height=”” link=””][fusion_code]PHAgYWxpZ249ImNlbnRlciI+CjxpZnJhbWUgc3JjPSJodHRwczovL2RvY3MuZ29vZ2xlLmNvbS9mb3Jtcy9kL2UvMUZBSXBRTFNkTTRUTXJfYzk4UHNoZElvT3NSYnVjVFpzdFZyYTgzRmhxZHZyTFB4RUlKRDU0cFEvdmlld2Zvcm0/ZW1iZWRkZWQ9dHJ1ZSIgd2lkdGg9IjcwMCIgaGVpZ2h0PSIxNjAwIiBmcmFtZWJvcmRlcj0iMCIgbWFyZ2luaGVpZ2h0PSIwIiBtYXJnaW53aWR0aD0iMCI+TG9hZGluZy4uLjwvaWZyYW1lPgo8L3A+[/fusion_code][fusion_scroll_progress position=”bottom” z_index=”99999″ height=”20px” hide_on_mobile=”medium-visibility,large-visibility” sticky_display=”normal,sticky” border_size=”2″ border_color=”var(–awb-color6)” border_radius_top_right=”4px” border_radius_bottom_right=”4px” animation_direction=”left” animation_speed=”0.3″ /][/fusion_builder_column][fusion_builder_column type=”1_1″ type=”1_1″ layout=”1_1″ align_self=”auto” content_layout=”column” align_content=”flex-start” valign_content=”flex-start” content_wrap=”wrap” center_content=”no” target=”_self” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” order_medium=”0″ order_small=”0″ padding_bottom=”20px” hover_type=”none” border_style=”solid” box_shadow=”no” box_shadow_blur=”0″ box_shadow_spread=”0″ background_type=”single” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_position=”left top” background_repeat=”no-repeat” background_blend_mode=”none” filter_type=”regular” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″ animation_direction=”left” animation_speed=”0.3″ last=”true” border_position=”all” first=”true” min_height=”” link=””][fusion_button link=”https://forms.gle/1yPHKYf7To7vfqvy9″ target=”_blank” hide_on_mobile=”small-visibility” sticky_display=”normal,sticky” color=”default” linear_angle=”180″ type=”3d” stretch=”default” icon_position=”left” icon_divider=”no” animation_direction=”left” animation_speed=”0.3″]Complete Quiz[/fusion_button][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container][fusion_builder_container admin_label=”Quiz (French)” type=”flex” hundred_percent=”no” hundred_percent_height=”no” hundred_percent_height_scroll=”no” align_content=”stretch” flex_align_items=”flex-start” flex_justify_content=”flex-start” hundred_percent_height_center_content=”yes” equal_height_columns=”no” container_tag=”div” menu_anchor=”quiz” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” status=”published” padding_top=”20px” border_color=”var(–awb-color5)” border_style=”solid” box_shadow=”no” box_shadow_blur=”0″ box_shadow_spread=”0″ gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_position=”center center” background_repeat=”no-repeat” fade=”no” background_parallax=”none” enable_mobile=”no” parallax_speed=”0.3″ background_blend_mode=”none” video_aspect_ratio=”16:9″ video_loop=”yes” video_mute=”yes” pattern_bg=”none” pattern_bg_style=”default” pattern_bg_opacity=”100″ pattern_bg_blend_mode=”normal” mask_bg=”none” mask_bg_style=”default” mask_bg_opacity=”100″ mask_bg_transform=”left” mask_bg_blend_mode=”normal” render_logics=”W3sib3BlcmF0b3IiOiJhbmQiLCJjb21wYXJpc29uIjoiZXF1YWwiLCJmaWVsZCI6ImdldF92YXIiLCJ2YWx1ZSI6ImZyIiwiYWRkaXRpb25hbHMiOiJsYW5ndWFnZSJ9XQ==” absolute=”off” absolute_devices=”small,medium,large” sticky=”off” sticky_devices=”small-visibility,medium-visibility,large-visibility” sticky_transition_offset=”0″ scroll_offset=”0″ animation_direction=”left” animation_speed=”0.3″ filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″][fusion_builder_row][fusion_builder_column type=”1_1″ type=”1_1″ layout=”1_1″ align_self=”auto” content_layout=”column” align_content=”flex-start” valign_content=”flex-start” content_wrap=”wrap” center_content=”no” target=”_self” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” order_medium=”0″ order_small=”0″ hover_type=”none” border_style=”solid” box_shadow=”no” box_shadow_blur=”0″ box_shadow_spread=”0″ background_type=”single” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_position=”left top” background_repeat=”no-repeat” background_blend_mode=”none” filter_type=”regular” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″ animation_direction=”left” animation_speed=”0.3″ last=”true” border_position=”all” first=”true” min_height=”” link=””][fusion_title title_type=”text” rotation_effect=”bounceIn” display_time=”1200″ highlight_effect=”circle” loop_animation=”off” highlight_width=”9″ highlight_top_margin=”0″ title_link=”off” link_target=”_self” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” content_align=”center” size=”2″ text_transform=”capitalize” text_color=”var(–awb-color8)” text_shadow=”no” text_shadow_blur=”0″ margin_right=”0px” margin_left=”0px” gradient_font=”no” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ style_type=”single solid” animation_direction=”left” animation_speed=”0.3″]

Étape 5 : quiz

Répondez au questionnaire suivant et votre certificat sera envoyé à votre professeur dès que votre soumission aura été examinée. Bonne chance !

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