[fusion_builder_container admin_label=”Title” 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” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” status=”published” padding_right=”0px” padding_left=”0px” border_sizes_top=”2px” border_sizes_right=”0px” border_sizes_bottom=”2px” border_sizes_left=”0px” border_color=”var(–awb-color5)” border_style=”solid” box_shadow=”no” box_shadow_blur=”2″ box_shadow_spread=”0″ box_shadow_color=”var(–awb-color8)” 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” 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” 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_top=”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” render_logics=”W3sib3BlcmF0b3IiOiJhbmQiLCJjb21wYXJpc29uIjoibm90LWVxdWFsIiwiZmllbGQiOiJnZXRfdmFyIiwidmFsdWUiOiJmciIsImFkZGl0aW9uYWxzIjoibGFuZ3VhZ2UifV0=” 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=”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=””]
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
[/fusion_title][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container][fusion_global id=”2629″][fusion_builder_container admin_label=”Steps” 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=”center” hundred_percent_height_center_content=”yes” equal_height_columns=”no” container_tag=”div” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” status=”published” padding_top=”40px” padding_bottom=”30px” 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=”W10=” 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=”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)” background_position=”left top” background_repeat=”no-repeat” background_blend_mode=”none” render_logics=”W3sib3BlcmF0b3IiOiJhbmQiLCJjb21wYXJpc29uIjoibm90LWVxdWFsIiwiZmllbGQiOiJnZXRfdmFyIiwidmFsdWUiOiJmciIsImFkZGl0aW9uYWxzIjoibGFuZ3VhZ2UifV0=” 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_content_boxes layout=”timeline-horizontal” columns=”4″ link_type=”” button_span=”” link_area=”box” link_target=”” icon_align=”left” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_delay=”” animation_offset=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” class=”” id=”” title_size=”” heading_size=”2″ title_color=”var(–awb-color8)” hue=”” saturation=”” lightness=”” alpha=”” body_color=”var(–awb-color8)” backgroundcolor=”” icon=”” iconflip=”” iconrotate=”” iconspin=”no” iconcolor=”var(–awb-color1)” icon_circle=”” icon_circle_radius=”” circlecolor=”var(–awb-color5)” circlebordersize=”” circlebordercolor=”var(–awb-color8)” outercirclebordersize=”” outercirclebordercolor=”var(–awb-color1)” icon_size=”” icon_hover_type=”slide” hover_accent_color=”var(–awb-color5)” image=”” image_id=”” image_max_width=”” margin_top=”” margin_bottom=”0px”][fusion_content_box title=”Step 1″ icon=”fa-book fas” link=”#resources” link_target=”_self” animation_direction=”left” animation_speed=”0.3″]
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″]
[/fusion_text][/fusion_builder_column][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” column_tag=”div” 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″ 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″ background_color=”rgba(255,255,255,0)” lazy_load=”none” background_position=”left top” background_repeat=”no-repeat” background_blend_mode=”none” render_logics=”W3sib3BlcmF0b3IiOiJhbmQiLCJjb21wYXJpc29uIjoiZXF1YWwiLCJmaWVsZCI6ImdldF92YXIiLCJ2YWx1ZSI6ImZyIiwiYWRkaXRpb25hbHMiOiJsYW5ndWFnZSJ9XQ==” 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=”true” min_height=”” link=””][fusion_content_boxes layout=”timeline-horizontal” columns=”4″ link_type=”” button_span=”” link_area=”box” link_target=”” icon_align=”left” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_delay=”” animation_offset=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” class=”” id=”” title_size=”” heading_size=”2″ title_color=”var(–awb-color8)” hue=”” saturation=”” lightness=”” alpha=”” body_color=”var(–awb-color8)” backgroundcolor=”” icon=”” iconflip=”” iconrotate=”” iconspin=”no” iconcolor=”var(–awb-color1)” icon_circle=”” icon_circle_radius=”” circlecolor=”var(–awb-color5)” circlebordersize=”” circlebordercolor=”var(–awb-color8)” outercirclebordersize=”” outercirclebordercolor=”var(–awb-color1)” icon_size=”” icon_hover_type=”slide” hover_accent_color=”var(–awb-color5)” image=”” image_id=”” image_max_width=”” margin_top=”” margin_bottom=”0px”][fusion_content_box title=” Étape 1″ icon=”fa-book fas” link=”#resources” link_target=”_self” animation_direction=”left” animation_speed=”0.3″]
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
[/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=”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=”” 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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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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.
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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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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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Regardez la vidéo.
Réglez le volume ou mettez la vidéo en pause au besoin.
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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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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 !
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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 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
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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.
[/fusion_toggle][fusion_toggle title=”Comment offrir un excellent 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)”]
- 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
[/fusion_toggle][/fusion_accordion][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container][fusion_global id=”2625″]
