La Ligne de Front : Gérer les Cas Difficiles
Complaining customers, irritated customers, careless customers, aggressive customers, suspicious customers… In this course, you will see how to manage difficult cases, complaints, and disputes in a way that turns them into opportunities for improvement.
La Ligne de Front : Accueillir les Clients
Customers can be demanding, touchy, insatiable, and disloyal. But they are the reason we are here. So let us welcome them with a smile to start a positive and trusting relationship! In this course, you will find a few essential guidelines on how to welcome customers and make them feel comfortable.
Les ingrédients de la communication
Have you ever communicated the same message to different people and seen completely different reactions? Or communicated something via an inappropriate channel? Or seen that your communication was not effective because of the wrong context or not having enough time available? In this course, you will learn to recognise the components of the communication process, […]
Le Diagramme d'Ichikawa
Something bad happened. The search for the guilty party has started, as well as those who excuse themselves by blaming others. But no one solves the problem. Do you want things to go differently? Forget the culprits and seek the causes that led to the critical situation. In this course, you will learn to find […]
Le Modèle de Qualité de Kano
Receiving something you do not expect that goes a bit beyond your expectations is exciting, right? Even your product or service must have something more if compared with others, not just what the customer expects and asks you for. In this course, you will learn a method to give you best chance of customer satisfaction […]
Le cycle de vie d'un projet
Do you have difficulty focusing on the main objectives of a project? Do you wonder how to correctly assess the resources needed to carry it out? Can you identify best practices and mistakes not to repeat? In this course, we will provide you with the tools to plan and implement a project effectively.
La réunion avec le directeur
When you have a meeting with your boss, you feel uncomfortable, like you’re under the microscope? Are you afraid to express your opinion? Do you think that you’ll never be understood? That you will never see eye to eye? This course offers you some helpful advice for turning a meeting with the boss into a […]
Le Diagramme de Pareto
Do you struggle to choose between many different alternatives, and not know which to focus on? A good idea would be to focus only on the most important ones! In this course, you will learn to make decisions based on the assessment of priorities, rather than on your feelings and preferences.
Le pouvoir de l'ordre : du désordre à la productivité
Dans cet article, vous apprendrez l'essentiel pour mettre en œuvre cette technique afin d'être une personne organisée dans votre environnement de travail. Les directives sont applicables à votre espace de travail, que ce soit au bureau ou à la maison, et à quel que soit l'appareil électronique que vous utilisez (par exemple, téléphone portable, tablette, PC ou ordinateur portable).
Les règles du brainstorming
Do you ever need a new, different, brilliant idea, but nothing comes to mind? Or you can’t find a way through a particular problem or issue. In this course, you will learn how to organise and lead brainstorming effectively. You will also learn techniques to produce, organise, and select ideas and creative solutions for a […]