Category: Field Trip

Legoland Entry Details

Directions to LEGOLAND Entrance

September 10, 2024

Legoland Field Trip Information

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Flashpoint Training is excited to welcome you to LEGOLAND Discovery Centre Toronto. Our facilitators, along with LEGOLAND staff will ensure your students have opportunities to participate in our mixed media and diverse learning techniques. They will be actively involved in various games, activities and exercises, providing different avenues for learning. Physicality is always part of the day. We provide a high energy, interactive training session including music, video and team building exercises.

[/fusion_text][fusion_button link=”https://forms.gle/uJrYs4YCoknjEztk6″ title=”” target=”_self” link_attributes=”” alignment_medium=”” alignment_small=”” alignment=”” modal=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”” id=”” color=”default” button_gradient_top_color=”” hue=”” saturation=”” lightness=”” alpha=”” button_gradient_bottom_color=”” button_gradient_top_color_hover=”” button_gradient_bottom_color_hover=”” gradient_start_position=”” gradient_end_position=”” gradient_type=”” radial_direction=”” linear_angle=”180″ accent_color=”” accent_hover_color=”” type=”” bevel_color=”” bevel_color_hover=”” border_top=”” border_right=”” border_bottom=”” border_left=”” border_radius_top_left=”” border_radius_top_right=”” border_radius_bottom_right=”” border_radius_bottom_left=”” border_color=”” border_hover_color=”” size=”” padding_top=”” padding_right=”” padding_bottom=”” padding_left=”” fusion_font_family_button_font=”” fusion_font_variant_button_font=”” font_size=”” line_height=”” letter_spacing=”” text_transform=”” stretch=”default” margin_top=”” margin_right=”” margin_bottom=”” margin_left=”” icon=”” icon_position=”left” icon_divider=”no” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=””]REGISTER NOW[/fusion_button][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container][fusion_builder_container type=”flex” hundred_percent=”no” equal_height_columns=”no” menu_anchor=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” class=”” id=”” background_color=”” background_image=”” background_position=”center center” background_repeat=”no-repeat” fade=”no” background_parallax=”none” parallax_speed=”0.3″ video_mp4=”” video_webm=”” video_ogv=”” video_url=”” video_aspect_ratio=”16:9″ video_loop=”yes” video_mute=”yes” overlay_color=”” video_preview_image=”” border_color=”” border_style=”solid” padding_top=”” padding_bottom=”” padding_left=”” padding_right=””][fusion_builder_row][fusion_builder_column type=”1_1″ layout=”1_1″ background_position=”left top” background_color=”” border_color=”” border_style=”solid” border_position=”all” spacing=”yes” background_image=”” background_repeat=”no-repeat” padding_top=”” padding_right=”” padding_bottom=”” padding_left=”” margin_top=”0px” margin_bottom=”0px” class=”” id=”” animation_type=”” animation_speed=”0.3″ animation_direction=”left” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” center_content=”no” last=”true” min_height=”” hover_type=”none” link=”” border_sizes_top=”” border_sizes_bottom=”” border_sizes_left=”” border_sizes_right=”” first=”true”][fusion_text]

The Top 5 Things You Need to Know About Today

1| ARRIVAL TIMES

Plan to arrive at 9:50 AM.
Programming starts at 10:00 AM
Programming concludes at 2:30 PM
Your event takes place on one of the following dates:
- Wednesday, April 2, 2025
- Monday, April 7th, 2025

2| LOCATION and ACCESSIBILITY

LEGOLAND Discovery Centre is located at 1 Bass Pro Mills Dr. in Vaughan inside of Vaughan Mills Mall.
LEGOLAND is a Barrier Free Environment. CLICK HERE to learn more about visitors with disabilities or special needs.
Please use Entrance 4.
CLICK HERE to access a photo and map of Entrance 4.

3| PARKING

Free Parking is available in the Vaughan Mills Mall parking lot.
Buses should parking in the areas marked 3D-3E

4| STUDENT SUCCESS

Please ensure students are briefed on our Tips for a Successful Day

5| NEED HELP?

Contact Rebecca at 647-992-9684

Your Detailed Itinerary

9:50 AM	____________________________________ Student Arrival
10:00 AM	______________________________________ Prompt Start Welcome and Icebreaker Breakout into Groups Introduction to ICE – Innovation Creativity and Entrepreneurship
10:15 AM	________________________________________ Presentation by Legoland’s Master Model Builder in the LEGO Cinema Career Talk with Q & A ICE Challenge Question Provided
11:00 AM	_________________________________________ Exploration of LEGOLANDS attractions Individual Brainstorming Session Group Work Session
11:45 AM	_________________________________________ Health Break
12:00 PM	_________________________________________ Lunch at the LEGOLAND Cafe A working lunch may be required Continuation of ICE
12:30	_________________________________________ Continuation of ICE Gears Practice presentations in the Private Party Room Presentations in the LEGO Cinema Evaluations Awards
2:15	_________________________________________ Debrief Evaluations Awards
2:30 PM	__________________________________________ End of Programming Free Time to explore LEGOLAND or visit the Gift Shop LEGOLAND closes at 5:00 PM

Sneak Peak

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Expectations for the Day

Food

A pizza lunch will be served and include the following:

Choice of pepperoni or cheese pizza
Pop
Granola bars
Nut-free treats such as bite-sized chocolate bars and lollipops during the session.

Allergies

Flashpoint Training does not accommodate food allergies. Students with allergies are welcome to bring their own lunch and any medication they may require.

Water Bottles

We encourage students to bring their own reusable water bottle. Flashpoint Training will not be providing bottled water.

Student Behaviour

Teacher partnership is required to assist in supervision and behaviour management at all times.

Arrivals and Departures

Detailed parking, door entrance and meeting room information will be provided to you prior to the event. Please take a few moments to ensure you are familiar with these locations prior to the date of your selected event(s). Teachers will be responsible for bringing students to the assigned meeting room(s).
Formal programming will start promptly at 10:00 AM and conclude at 2:30 PM. Students may arrive late or leave early but are expected to enter or leave the room quietly to avoid disruption to other participants. In these circumstances, students may miss some elements of the day. *We strongly recommend planning for early arrival to allow for traffic concerns.

Communication

On the day of your event you may receive notifications of changes/reminders via phone call and/or text message. The cell number you provided when you registered for this event will link you directly to our field trip team on site for the day.

How to Ensure Student Success

We get it! Students don’t like email, so no matter how many times the information is sent their way it doesn’t always make it to them. We kindly request that you help prepare your students for the day by sharing the following with them prior to attending our event. A great way to communicate this message is to read it directly before entering the doors to Legoland.

What exactly are we doing today?

Flashpoint’s Innovation, Creativity and Entrepreneurship (ICE) exercise is the process of finding real-world solutions to authentic challenges. During your session today you will tackle the ICE process and work collaboratively in teams to solve a problem provided by our partners at the Toronto FC. Once your team has identified your solution, you will be asked to present it for evaluation. Throughout the day you will have an opportunity to work on a multitude of skills such as communication, organization, leadership, public speaking, time management and critical thinking.

Student Code of Conduct

Cell Phone Use

In alignment with business etiquette, students will be asked to put their phones away until breaks. Students that do not extend this courtesy to their fellow students and presenters will be asked to leave the room.

Late Arrival / Early Departure

Formal programming will start promptly at 10:00 AM and conclude at 2:30 PM. Students may arrive late or leave early but are expected to enter or leave the room quietly to avoid disruption to other participants. *We strongly recommend planning for early arrival to allow for traffic concerns.
In these circumstances, students may miss some elements of the day.

Behaviour

Students are expected to act a safe, positive and respectful manner.
Students participating in incidents such a slurs, jokes, threats, use of derogatory language or intimidation that promote racial/ethnic bias or homophobic/sexual harassment will be asked to leave.
Students are expected to behave in a way that promotes learning for everyone.
Students may be required to listen to a short safety briefing if deemed necessary by the host facility on the day of the event.

Certificates of Completion

Facilitators may elect to withhold certificates of completion if a student does not abide by the Code of Conduct.

Frequently Asked Questions

Still looking for additional information? You can visit our Frequently Asked Questions or contact our Event Coordinator Rebecca Earl at rebeccca@flashpointtraining.com or 647-992-9684

September 9, 2024

2024/2025 SHSM Field Trips

SHSM FIELD TRIPS 2024-2025

Flashpoint Training is pleased to offer these exciting events for the 2024-2025 Academic year.

For more information visit our FAQs

September 6, 2024
Group Dynamics Pre and Post Work
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Group Dynamics Pre and Post Work

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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″ layout=”1_1″ align_self=”auto” content_layout=”column” align_content=”center” 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_color=”rgba(255,255,255,0)” 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Review the Resources

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Reflect on the Questions

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Complete the Exercise

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Review the Summary

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Analysez les ressources

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Réfléchissez aux questions

[/fusion_content_box][fusion_content_box title=”Étape 3″ icon=”fa-running fas” link=”#exercise” link_target=”_self” animation_direction=”left” animation_speed=”0.3″]

Complétez l’exercice

[/fusion_content_box][fusion_content_box title=”Étape 4″ icon=”fa-file-alt fas” link=”#summary” link_target=”_self” animation_direction=”left” animation_speed=”0.3″]

Revoir le sommaire

[/fusion_content_box][/fusion_content_boxes][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container][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″ 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.

[/fusion_text][fusion_content_boxes layout=”icon-boxed” columns=”3″ icon_align=”left” animation_type=”fade” animation_direction=”down” animation_speed=”0.3″ animation_delay=”50″ hide_on_mobile=”small-visibility,medium-visibility,large-visibility” heading_size=”2″ iconspin=”no” icon_hover_type=”pulsate” hover_accent_color=”var(–awb-color3)” margin_top=”20px”][fusion_content_box title=”New Team? Don’t Skip These Steps” backgroundcolor=”var(–awb-color4)” icon=”fa-external-link-alt fas” link=”https://www.businessballs.com/team-management/tuckman-forming-storming-norming-performing-model/” animation_direction=”left” animation_speed=”0.3″ /][fusion_content_box title=”Boost Your Team” backgroundcolor=”var(–awb-color4)” icon=”fa-external-link-alt fas” link=”https://www.deakinco.com/media-centre/news/6-strategies-for-managing-and-improving-team-dynamics” animation_direction=”left” animation_speed=”0.3″ /][fusion_content_box title=”How To Make Team Decisions” backgroundcolor=”var(–awb-color4)” icon=”fa-external-link-alt fas” link=”https://www.med.mun.ca/getdoc/3aaca216-c482-4b2c-85fc-4a8579df8f0f/Effective-Team-Decision.aspx” 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″ 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″ 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_bottom=”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 2: Questions[/fusion_title][/fusion_builder_column][fusion_builder_column 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” sticky_devices=”small-visibility,medium-visibility,large-visibility” 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″ transform_type=”regular” animation_direction=”left” animation_speed=”0.3″ last=”false” border_position=”all” first=”true” min_height=”” link=””][fusion_youtube id=”SPZRtlqBgYk” autoplay=”false” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” structured_data=”off” /][/fusion_builder_column][fusion_builder_column 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” sticky_devices=”small-visibility,medium-visibility,large-visibility” 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″ transform_type=”regular” animation_direction=”left” animation_speed=”0.3″ last=”true” border_position=”all” first=”false” min_height=”” link=””][fusion_text columns=”1″ hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” text_transform=”none” text_color=”var(–awb-color8)” animation_direction=”left” animation_speed=”0.3″]

Watch the Big Bang Theory video.

Goal theory indicates that goals are more likely to be achieved by a team when specific attainable goals are set.

What is the goal in this clip?

Why was the goal hard to meet when working as a team?

Have you ever had similar difficulties working as a team to achieve a goal?

[/fusion_text][/fusion_builder_column][fusion_builder_column 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” sticky_devices=”small-visibility,medium-visibility,large-visibility” 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″ transform_type=”regular” animation_direction=”left” animation_speed=”0.3″ last=”false” border_position=”all” first=”true” min_height=”” link=””][fusion_text columns=”1″ hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” text_transform=”none” text_color=”var(–awb-color8)” animation_direction=”left” animation_speed=”0.3″]

On January 28 1986, the space shuttle Challenger exploded just 73 seconds after takeoff. All seven crew members perished — including high school teacher Christa McAuliffe. McAuliffe had been selected from more than 11,000 applicants to become the first teacher in space.

[/fusion_text][/fusion_builder_column][fusion_builder_column 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” sticky_devices=”small-visibility,medium-visibility,large-visibility” 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″ transform_type=”regular” animation_direction=”left” animation_speed=”0.3″ last=”true” border_position=”all” first=”false” min_height=”” link=””][fusion_imageframe image_id=”4034|full” custom_aspect_ratio=”100″ lightbox=”no” linktarget=”_self” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” align_medium=”none” align_small=”none” align=”none” hover_type=”none” caption_style=”off” caption_align_medium=”none” caption_align_small=”none” caption_align=”none” caption_title_tag=”2″ 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″]https://flashpointtraining.com/wp-content/uploads/2022/09/space-shuttle-crew-image-1.png[/fusion_imageframe][/fusion_builder_column][fusion_builder_column 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” sticky_devices=”small-visibility,medium-visibility,large-visibility” 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″ transform_type=”regular” animation_direction=”left” animation_speed=”0.3″ last=”false” border_position=”all” first=”true” min_height=”” link=””][fusion_text columns=”1″ hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” text_transform=”none” text_color=”var(–awb-color8)” animation_direction=”left” animation_speed=”0.3″]

Watch the video to the right. Why did the space shuttle Challenger crash? Was it due to a situation called “groupthink?” Groupthink is a desire to be cohesive which distorts decision making

[/fusion_text][/fusion_builder_column][fusion_builder_column 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” sticky_devices=”small-visibility,medium-visibility,large-visibility” filter_type=”regular” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ 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Watch the Video!

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

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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″ 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]W2dhbWUtY3Jvc3N3b3JkIGlkPSIzODY1IiBd[/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″ 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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 a Group Dynamic?” open=”no” title_color=”var(–awb-color8)” content_color=”var(–awb-color8)”]
- Interactions that influence the attitudes and behaviour of people when they are grouped with others
[/fusion_toggle][fusion_toggle title=”What are the benefits of teams having a plan?” open=”no” title_color=”var(–awb-color8)”]
- Directs your attention – more focused efforts
- Energizes – motivates & increases efforts
- Persistence – time and action continues even with opposition
- Number of strategies/solutions increases
[/fusion_toggle][fusion_toggle title=”What is Groupthink?” open=”no” title_color=”var(–awb-color8)”]
- “The craving to be cohesive.” Thinking or making decisions as a group in a way that discourages creativity or individual responsibility
[/fusion_toggle][fusion_toggle title=”What is Groupthink?” open=”no” title_color=”var(–awb-color8)”]
- “The craving to be cohesive.” Thinking or making decisions as a group in a way that discourages creativity or individual responsibility
[/fusion_toggle][fusion_toggle title=”How do you deal with groupthink?” open=”no” title_color=”var(–awb-color8)”]
- Have a plan and check in on the plan regularly
- Speak up – ask questions, share your ideas, point out challenges
- Make sure everyone has a voice – ask each person
[/fusion_toggle][/fusion_accordion][fusion_text hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” animation_direction=”left” animation_speed=”0.3″]

What are three characteristics of groupthink?

[/fusion_text][fusion_accordion hide_on_mobile=”small-visibility,medium-visibility,large-visibility” border_size=”1″ title_tag=”h4″ title_line_height=”1.1″ title_letter_spacing=”var(–awb-typography1-letter-spacing)” title_color=”var(–awb-color8)” content_color=”var(–awb-color8)”][fusion_toggle title=”Flawed beliefs” open=”no” title_color=”var(–awb-color8)” content_color=”var(–awb-color8)”]
- “Nothing bad will happen”
- “Everyone else must be right”
- “It’s safe until you prove otherwise”
[/fusion_toggle][fusion_toggle title=”Everyone does not have a voice” open=”no” title_color=”var(–awb-color8)” content_color=”var(–awb-color8)”]
- “Watering-down your opinions”
- “Silence means agreement”
- “No input from/rude to ‘naysayers”’
[/fusion_toggle][fusion_toggle title=”External pressure to conform” open=”no” title_color=”var(–awb-color8)” content_color=”var(–awb-color8)”]
- “I must comply…have to do it.”
- “It’s what we know – how we do things”
- “I’ll look bad if I disagree”
[/fusion_toggle][/fusion_accordion][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container][fusion_global id=”2625″]
March 12, 2024
Customer Service Pre & Post Work
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Customer Service Pre & Post Work

[/fusion_title][fusion_button link=”https://flashpointtraining.com/shsmprepostworklinks/” title=”” target=”_self” link_attributes=”” alignment_medium=”” alignment_small=”” alignment=”center” modal=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”” id=”” color=”default” button_gradient_top_color=”” hue=”” saturation=”” lightness=”” alpha=”” button_gradient_bottom_color=”” button_gradient_top_color_hover=”” button_gradient_bottom_color_hover=”” gradient_start_position=”” gradient_end_position=”” gradient_type=”” radial_direction=”” linear_angle=”180″ accent_color=”” accent_hover_color=”” type=”” bevel_color=”” bevel_color_hover=”” border_top=”” border_right=”” border_bottom=”” border_left=”” border_radius_top_left=”” border_radius_top_right=”” border_radius_bottom_right=”” border_radius_bottom_left=”” border_color=”” border_hover_color=”” size=”” padding_top=”” padding_right=”” padding_bottom=”” padding_left=”” fusion_font_family_button_font=”” fusion_font_variant_button_font=”” font_size=”” line_height=”” letter_spacing=”” text_transform=”” stretch=”default” margin_top=”” margin_right=”” margin_bottom=”” margin_left=”” icon=”” icon_position=”left” icon_divider=”no” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=””]Return to SHSM Pre and Post Work Links[/fusion_button][/fusion_builder_column][fusion_builder_column 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” render_logics=”W3sib3BlcmF0b3IiOiJhbmQiLCJjb21wYXJpc29uIjoiZXF1YWwiLCJmaWVsZCI6ImdldF92YXIiLCJ2YWx1ZSI6ImZyIiwiYWRkaXRpb25hbHMiOiJsYW5ndWFnZSJ9XQ==” 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″ before_text=”” rotation_text=”” highlight_text=”” after_text=”” title_link=”off” link_url=”” link_target=”_self” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”” id=”” content_align_medium=”” content_align_small=”” content_align=”center” size=”2″ animated_font_size=”” fusion_font_family_title_font=”” fusion_font_variant_title_font=”” font_size=”” line_height=”” letter_spacing=”” text_transform=”capitalize” text_color=”var(–awb-color8)” hue=”” saturation=”” lightness=”” alpha=”” animated_text_color=”” text_shadow=”no” text_shadow_vertical=”” text_shadow_horizontal=”” text_shadow_blur=”0″ text_shadow_color=”” margin_top_medium=”” margin_right_medium=”” margin_bottom_medium=”” margin_left_medium=”” margin_top_small=”” margin_right_small=”” margin_bottom_small=”” margin_left_small=”” margin_top=”” margin_right=”0px” margin_bottom=”” margin_left=”0px” margin_top_mobile=”” margin_bottom_mobile=”” gradient_font=”no” gradient_start_color=”” gradient_end_color=”” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ highlight_color=”” style_type=”default” sep_color=”” link_color=”” link_hover_color=”” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=””]

Service à la clientèle

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Review the Resources

[/fusion_content_box][fusion_content_box title=”Step 2″ icon=”fa-question-circle fas” link=”#questions” link_target=”_self” animation_direction=”left” animation_speed=”0.3″]

Reflect on the Questions

[/fusion_content_box][fusion_content_box title=”Step 3″ icon=”fa-running fas” link=”#exercise” link_target=”_self” animation_direction=”left” animation_speed=”0.3″]

Complete the Exercise

[/fusion_content_box][fusion_content_box title=”Step 4″ icon=”fa-file-alt fas” link=”#summary” link_target=”_self” animation_direction=”left” animation_speed=”0.3″]

Review the Summary

[/fusion_content_box][/fusion_content_boxes][fusion_text hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” text_color=”var(–awb-color8)” animation_direction=”left” animation_speed=”0.3″]
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Analysez les ressources

[/fusion_content_box][fusion_content_box title=”Étape 2″ icon=”fa-question-circle fas” link=”#questions” link_target=”_self” animation_direction=”left” animation_speed=”0.3″]

Réfléchissez aux questions

[/fusion_content_box][fusion_content_box title=”Étape 3″ icon=”fa-running fas” link=”#exercise” link_target=”_self” animation_direction=”left” animation_speed=”0.3″]

Complétez l’exercice

[/fusion_content_box][fusion_content_box title=”Étape 4″ icon=”fa-file-alt fas” link=”#summary” link_target=”_self” animation_direction=”left” animation_speed=”0.3″]

Revoir le sommaire

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

[/fusion_text][fusion_content_boxes layout=”icon-boxed” columns=”3″ icon_align=”left” animation_type=”fade” animation_direction=”down” animation_speed=”0.3″ animation_delay=”50″ hide_on_mobile=”small-visibility,medium-visibility,large-visibility” heading_size=”2″ iconspin=”no” icon_hover_type=”pulsate” hover_accent_color=”var(–awb-color3)” margin_top=”20px”][fusion_content_box title=”21 Essential Customer Service Skills” backgroundcolor=”var(–awb-color4)” icon=”fa-external-link-alt fas” link=”https://www.helpscout.com/blog/customer-service-skills/” animation_direction=”left” animation_speed=”0.3″ /][fusion_content_box title=”5 Traits That Reveal a Customer Service Mindset” backgroundcolor=”var(–awb-color4)” icon=”fa-external-link-alt fas” link=”https://customerthink.com/5-traits-that-reveal-a-customer-service-mindset/” animation_direction=”left” animation_speed=”0.3″ /][fusion_content_box title=”Customer Service Challenge Quiz” 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=”Resources (French)” type=”flex” hundred_percent=”no” hundred_percent_height=”no” min_height_medium=”” min_height_small=”” min_height=”” hundred_percent_height_scroll=”no” align_content=”stretch” flex_align_items=”flex-start” flex_justify_content=”flex-start” flex_column_spacing=”” 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” publish_date=”” class=”” id=”” margin_top_medium=”” margin_bottom_medium=”” margin_top_small=”” margin_bottom_small=”” margin_top=”” margin_bottom=”-40px” padding_top_medium=”” padding_right_medium=”” padding_bottom_medium=”” padding_left_medium=”” padding_top_small=”” padding_right_small=”” padding_bottom_small=”” padding_left_small=”” padding_top=”20px” padding_right=”” padding_bottom=”” padding_left=”” link_color=”” hue=”” saturation=”” lightness=”” alpha=”” link_hover_color=”” border_sizes_top=”” border_sizes_right=”” border_sizes_bottom=”” border_sizes_left=”” border_color=”var(–awb-color5)” border_style=”solid” box_shadow=”no” box_shadow_vertical=”” box_shadow_horizontal=”” box_shadow_blur=”0″ box_shadow_spread=”0″ box_shadow_color=”” box_shadow_style=”” z_index=”” overflow=”” gradient_start_color=”” gradient_end_color=”” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_color=”” background_image=”” skip_lazy_load=”” 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_mp4=”” video_webm=”” video_ogv=”” video_url=”” video_aspect_ratio=”16:9″ video_loop=”yes” video_mute=”yes” video_preview_image=”” pattern_bg=”none” pattern_custom_bg=”” pattern_bg_color=”” pattern_bg_style=”default” pattern_bg_opacity=”100″ pattern_bg_size=”” pattern_bg_blend_mode=”normal” mask_bg=”none” mask_custom_bg=”” mask_bg_color=”” mask_bg_accent_color=”” 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_background_color=”” sticky_height=”” sticky_offset=”” sticky_transition_offset=”0″ scroll_offset=”0″ animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” filter_hue=”0″ filter_saturation=”100″ 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size=”2″ animated_font_size=”” fusion_font_family_title_font=”” fusion_font_variant_title_font=”” font_size=”” line_height=”” letter_spacing=”” text_transform=”capitalize” text_color=”var(–awb-color8)” hue=”” saturation=”” lightness=”” alpha=”” animated_text_color=”” text_shadow=”no” text_shadow_vertical=”” text_shadow_horizontal=”” text_shadow_blur=”0″ text_shadow_color=”” margin_top_medium=”” margin_right_medium=”” margin_bottom_medium=”” margin_left_medium=”” margin_top_small=”” margin_right_small=”” margin_bottom_small=”” margin_left_small=”” margin_top=”” margin_right=”0px” margin_bottom=”” margin_left=”0px” margin_top_mobile=”” margin_bottom_mobile=”” gradient_font=”no” gradient_start_color=”” gradient_end_color=”” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ highlight_color=”” style_type=”single solid” sep_color=”var(–awb-color8)” link_color=”” link_hover_color=”” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=””]

Étape 1 : Ressources

[/fusion_title][fusion_text columns=”” column_min_width=”” column_spacing=”” rule_style=”” rule_size=”” rule_color=”” hue=”” saturation=”” lightness=”” alpha=”” content_alignment_medium=”” content_alignment_small=”” content_alignment=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”” id=”” margin_top=”” margin_right=”” margin_bottom=”” margin_left=”” fusion_font_family_text_font=”” fusion_font_variant_text_font=”” font_size=”” line_height=”” letter_spacing=”” text_transform=”none” text_color=”” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=””]

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

[/fusion_text][fusion_content_boxes layout=”icon-boxed” columns=”3″ link_type=”” button_span=”” link_area=”” link_target=”” icon_align=”left” animation_type=”fade” animation_direction=”down” animation_speed=”0.3″ animation_delay=”50″ animation_offset=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” class=”” id=”” title_size=”” heading_size=”2″ title_color=”” hue=”” saturation=”” lightness=”” alpha=”” body_color=”” backgroundcolor=”” icon=”” iconflip=”” iconrotate=”” iconspin=”no” iconcolor=”” icon_circle=”” icon_circle_radius=”” circlecolor=”” circlebordersize=”” circlebordercolor=”” outercirclebordersize=”” outercirclebordercolor=”” icon_size=”” icon_hover_type=”pulsate” hover_accent_color=”var(–awb-color3)” image=”” image_id=”” image_max_width=”” margin_top=”20px” margin_bottom=””][fusion_content_box title=”21 compétences essentielles en services à la clientèle” backgroundcolor=”var(–awb-color4)” hue=”” saturation=”” lightness=”” alpha=”” 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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.

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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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Watch the Video!

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

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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″ 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margin_right_medium=”” margin_bottom_medium=”” margin_left_medium=”” margin_top_small=”” margin_right_small=”” margin_bottom_small=”” margin_left_small=”” margin_top=”” margin_right=”0px” margin_bottom=”0px” margin_left=”0px” margin_top_mobile=”” margin_bottom_mobile=”” gradient_font=”no” gradient_start_color=”” gradient_end_color=”” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ highlight_color=”” style_type=”single solid” sep_color=”” link_color=”” link_hover_color=”” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=””]

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.

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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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caption_overlay_color=”” caption_margin_top=”” caption_margin_right=”” caption_margin_bottom=”” caption_margin_left=”” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” 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″]https://flashpointtraining.com/wp-content/uploads/2022/09/Getty_1158860015-800×697-1-600×523.jpg[/fusion_imageframe][/fusion_builder_column][fusion_builder_column type=”1_4″ layout=”1_4″ 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” 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font_size=”” line_height=”” letter_spacing=”” text_transform=”” text_color=”” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=””]

Regardez la vidéo.

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

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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!

[/fusion_text][/fusion_builder_column][fusion_builder_column 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]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” min_height_medium=”” min_height_small=”” min_height=”” hundred_percent_height_scroll=”no” align_content=”stretch” flex_align_items=”flex-start” flex_justify_content=”flex-start” flex_column_spacing=”” 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” publish_date=”” class=”” id=”” margin_top_medium=”” margin_bottom_medium=”” margin_top_small=”” margin_bottom_small=”” margin_top=”” margin_bottom=”” padding_top_medium=”” padding_right_medium=”” padding_bottom_medium=”” padding_left_medium=”” padding_top_small=”” padding_right_small=”” padding_bottom_small=”” padding_left_small=”” padding_top=”20px” padding_right=”” padding_bottom=”20px” padding_left=”” link_color=”” hue=”” saturation=”” lightness=”” alpha=”” link_hover_color=”” border_sizes_top=”” border_sizes_right=”” border_sizes_bottom=”” border_sizes_left=”” border_color=”var(–awb-color5)” border_style=”solid” box_shadow=”no” box_shadow_vertical=”” box_shadow_horizontal=”” box_shadow_blur=”0″ box_shadow_spread=”0″ box_shadow_color=”” box_shadow_style=”” z_index=”” overflow=”” gradient_start_color=”” gradient_end_color=”” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_color=”” background_image=”” skip_lazy_load=”” 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_mp4=”” video_webm=”” video_ogv=”” video_url=”” video_aspect_ratio=”16:9″ video_loop=”yes” video_mute=”yes” video_preview_image=”” pattern_bg=”none” pattern_custom_bg=”” pattern_bg_color=”” pattern_bg_style=”default” pattern_bg_opacity=”100″ pattern_bg_size=”” pattern_bg_blend_mode=”normal” mask_bg=”none” mask_custom_bg=”” mask_bg_color=”” mask_bg_accent_color=”” 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_background_color=”” sticky_height=”” sticky_offset=”” sticky_transition_offset=”0″ scroll_offset=”0″ animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” 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″ 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″ before_text=”” rotation_text=”” highlight_text=”” after_text=”” title_link=”off” link_url=”” link_target=”_self” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”” id=”” content_align_medium=”” content_align_small=”” content_align=”center” size=”2″ animated_font_size=”” fusion_font_family_title_font=”” fusion_font_variant_title_font=”” font_size=”” line_height=”” letter_spacing=”” text_transform=”capitalize” text_color=”var(–awb-color8)” hue=”” saturation=”” lightness=”” alpha=”” animated_text_color=”” text_shadow=”no” text_shadow_vertical=”” text_shadow_horizontal=”” text_shadow_blur=”0″ text_shadow_color=”” margin_top_medium=”” margin_right_medium=”” margin_bottom_medium=”” margin_left_medium=”” margin_top_small=”” margin_right_small=”” margin_bottom_small=”” margin_left_small=”” margin_top=”” margin_right=”0px” margin_bottom=”” margin_left=”0px” margin_top_mobile=”” margin_bottom_mobile=”” gradient_font=”no” gradient_start_color=”” gradient_end_color=”” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ highlight_color=”” style_type=”single solid” sep_color=”var(–awb-color8)” link_color=”” link_hover_color=”” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=””]

Étape 3 : Exercise

[/fusion_title][fusion_text columns=”” column_min_width=”” column_spacing=”” rule_style=”” rule_size=”” rule_color=”” hue=”” saturation=”” lightness=”” alpha=”” content_alignment_medium=”” content_alignment_small=”” content_alignment=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”” id=”” margin_top=”” margin_right=”” margin_bottom=”” margin_left=”” fusion_font_family_text_font=”” fusion_font_variant_text_font=”” font_size=”” line_height=”” letter_spacing=”” text_transform=”none” text_color=”” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=””]

Cette énigme contient des indices importants pour le quiz final !

[/fusion_text][/fusion_builder_column][fusion_builder_column 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″ 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” min_height_medium=”” min_height_small=”” min_height=”” hundred_percent_height_scroll=”no” align_content=”stretch” flex_align_items=”flex-start” flex_justify_content=”flex-start” flex_column_spacing=”” 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” publish_date=”” class=”” id=”” margin_top_medium=”” margin_bottom_medium=”” margin_top_small=”” margin_bottom_small=”” margin_top=”” margin_bottom=”” padding_top_medium=”” padding_right_medium=”” padding_bottom_medium=”” padding_left_medium=”” padding_top_small=”” padding_right_small=”” padding_bottom_small=”” padding_left_small=”” padding_top=”20px” padding_right=”” padding_bottom=”20px” padding_left=”” link_color=”” hue=”” saturation=”” lightness=”” alpha=”” link_hover_color=”” border_sizes_top=”2px” border_sizes_right=”” border_sizes_bottom=”2px” border_sizes_left=”” border_color=”var(–awb-color5)” border_style=”solid” box_shadow=”no” box_shadow_vertical=”” box_shadow_horizontal=”” box_shadow_blur=”0″ box_shadow_spread=”0″ box_shadow_color=”” box_shadow_style=”” z_index=”” overflow=”” gradient_start_color=”” gradient_end_color=”” 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_image=”” skip_lazy_load=”” 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_mp4=”” video_webm=”” video_ogv=”” video_url=”” video_aspect_ratio=”16:9″ video_loop=”yes” video_mute=”yes” video_preview_image=”” pattern_bg=”none” pattern_custom_bg=”” pattern_bg_color=”” pattern_bg_style=”default” pattern_bg_opacity=”100″ pattern_bg_size=”” pattern_bg_blend_mode=”normal” mask_bg=”none” mask_custom_bg=”” mask_bg_color=”” mask_bg_accent_color=”” 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_background_color=”” sticky_height=”” sticky_offset=”” sticky_transition_offset=”0″ scroll_offset=”0″ animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=”” 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″ 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″ before_text=”” rotation_text=”” highlight_text=”” after_text=”” title_link=”off” link_url=”” link_target=”_self” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”” id=”” content_align_medium=”” content_align_small=”” content_align=”center” size=”2″ animated_font_size=”” fusion_font_family_title_font=”” fusion_font_variant_title_font=”” font_size=”” line_height=”” letter_spacing=”” text_transform=”capitalize” text_color=”var(–awb-color8)” hue=”” saturation=”” lightness=”” alpha=”” animated_text_color=”” text_shadow=”no” text_shadow_vertical=”” text_shadow_horizontal=”” text_shadow_blur=”0″ text_shadow_color=”” margin_top_medium=”” margin_right_medium=”” margin_bottom_medium=”” margin_left_medium=”” margin_top_small=”” margin_right_small=”” margin_bottom_small=”” margin_left_small=”” margin_top=”” margin_right=”0px” margin_bottom=”” margin_left=”0px” margin_top_mobile=”” margin_bottom_mobile=”” gradient_font=”no” gradient_start_color=”” gradient_end_color=”” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ highlight_color=”” style_type=”single solid” sep_color=”” link_color=”” link_hover_color=”” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=””]

Étape 4 : sommaire

[/fusion_title][fusion_accordion type=”accordions” inactive_icon=”” active_icon=”” margin_top=”” margin_bottom=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” class=”” id=”” boxed_mode=”” border_size=”1″ border_color=”” hue=”” saturation=”” lightness=”” alpha=”” background_color=”” hover_color=”” divider_line=”” divider_color=”” divider_hover_color=”” 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_text_transform=”” title_color=”var(–awb-color5)” icon_size=”” icon_color=”var(–awb-color1)” icon_boxed_mode=”” icon_box_color=”var(–awb-color8)” icon_alignment=”” fusion_font_family_content_font=”” fusion_font_variant_content_font=”” content_font_size=”” content_line_height=”” content_letter_spacing=”” content_text_transform=”” content_color=”var(–awb-color8)” toggle_hover_accent_color=”” toggle_active_accent_color=””][fusion_toggle title=”Qu’est-ce que le service à la clientèle ?” open=”no” class=”” id=”” fusion_font_family_title_font=”” fusion_font_variant_title_font=”” title_font_size=”” title_line_height=”” title_letter_spacing=”” title_text_transform=”” title_color=”var(–awb-color8)” hue=”” saturation=”” lightness=”” alpha=”” fusion_font_family_content_font=”” fusion_font_variant_content_font=”” content_font_size=”” content_line_height=”” content_letter_spacing=”” content_text_transform=”” 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” class=”” id=”” fusion_font_family_title_font=”” fusion_font_variant_title_font=”” title_font_size=”” title_line_height=”” title_letter_spacing=”” title_text_transform=”” title_color=”var(–awb-color8)” hue=”” saturation=”” lightness=”” alpha=”” fusion_font_family_content_font=”” fusion_font_variant_content_font=”” content_font_size=”” content_line_height=”” content_letter_spacing=”” content_text_transform=”” 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” class=”” id=”” fusion_font_family_title_font=”” fusion_font_variant_title_font=”” title_font_size=”” title_line_height=”” title_letter_spacing=”” title_text_transform=”” title_color=”var(–awb-color8)” hue=”” saturation=”” lightness=”” alpha=”” fusion_font_family_content_font=”” fusion_font_variant_content_font=”” content_font_size=”” content_line_height=”” content_letter_spacing=”” content_text_transform=”” 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.
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- 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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December 19, 2023

Category: Field Trip

Legoland Entry Details

Legoland Field Trip Information

The Top 5 Things You Need to Know About Today

Your Detailed Itinerary

Sneak Peak

Expectations for the Day

How to Ensure Student Success

Student Code of Conduct

Frequently Asked Questions

2024/2025 SHSM Field Trips

SHSM FIELD TRIPS 2024-2025

Group Dynamics Pre and Post Work

Watch the Big Bang Theory video.

Goal theory indicates that goals are more likely to be achieved by a team when specific attainable goals are set.

What is the goal in this clip?

Why was the goal hard to meet when working as a team?

Have you ever had similar difficulties working as a team to achieve a goal?

On January 28 1986, the space shuttle Challenger exploded just 73 seconds after takeoff. All seven crew members perished — including high school teacher Christa McAuliffe. McAuliffe had been selected from more than 11,000 applicants to become the first teacher in space.

Watch the video to the right. Why did the space shuttle Challenger crash? Was it due to a situation called “groupthink?” Groupthink is a desire to be cohesive which distorts decision making

Watch the Video!

What are three characteristics of groupthink?

Customer Service Pre & Post Work

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?

Watch the Video!

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 ?

Regardez la vidéo.