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All great customer-centric organizations have a “customer service recovery framework”. For example, Marriott uses its own sequence, which spells Learn L E A R N, and Starbucks uses its own, which adorably spells latte. The service recovery method that I'm known for is based on the famous work of the Ritz Carlton Hotel Company, but I've adapted it to a wider range of applications and industries, and this is to keep you from falling into a fetal position and crying mama, the next time you're confronted with an upset customer. So, number one, “M”, “Make time to listen immediately”. Stop whatever you're doing. Don't further antagonize a customer by only paying half attention to them while they are telling you why they're upset. Listen with your ears, your eyes, and if you're in person, your body don't interrupt the customer at this stage with questions or explanations. The first “A” of mama is acknowledged, and if called for, apologize. So, acknowledg...

Toutes les grandes organisations centrées sur le client disposent d'un cadre structuré de « revue de la qualité de service » (service recovery framework). Par exemple, Marriott utilise sa propre méthode, dont les initiales forment le mot LEARN (« apprendre »), tandis que Starbucks utilise la sienne, qui forme de façon amusante le mot LATTE. La méthode de rétablissement du service pour laquelle je suis le plus connu s'inspire du célèbre modèle développé par le Ritz-Carlton Hotel Company. Je l'ai toutefois adaptée afin qu'elle puisse être utilisée dans un plus grand nombre de secteurs d'activité et de situations. Son objectif est simple : vous éviter de vous retrouver recroquevillé en position fœtale à appeler votre maman la prochaine fois que vous serez confronté à un client mécontent. 1. « M » : Make Time — Prenez immédiatement le temps d'écouter Arrêtez ce que vous êtes en train de faire. N'exaspérez pas davantage un client en ne lui accordant qu'une ...

In today’s daily life, it has become almost impossible to avoid constant use of our eyes on screens, often without even realizing it because we are too absorbed in our tasks. Computers, mobile phones, and even driving are activities that, without being exhaustive, place continuous strain on our eyes as part of our normal routine. On top of this, the introduction of artificial intelligence and the need to learn how to use these new tools properly add an extra visual workload. AI is expected to make our lives easier and help us save time in the future, yet in practice it often leads to increased screen exposure. As a result, the total amount of time we spend looking at screens continues to grow. To protect our eyesight, here are some important reminders that should not be overlooked: For young children: Under 1 year: no screen time 1–2 years: almost no screen time 3–4 years: less than 1 hour per day For adults, the 20-20-20 rule should be applied: Every 20 minutes, take a short break Loo...

Quoi qu'il en soit, l'évidence de notre vie quotidienne nous oblige à utiliser sans limitation nos yeux sur l'écran sans que tout le monde s'en rende compte car trop obnubilé dans nos tâches. L'ordinateur, le téléphone portable, la conduite de voiture, toutes ses activités sans être exhaustives imposent de la fatigue inhérente à nos yeux due à nos occupations courantes. Pour couronner le tout, l'introduction de l'intelligence artificielle, son apprentissage pour maîtriser l'outil rajoute un complément de travail de sollicitation de nos yeux car l'IA sera censée à nous rendre la vie plus facile et nous faire gagner du temps à l'avenir. Face à cet espoir qu'on fait miroiter à nos yeux, il est constaté du rallongement du temps d'écran à notre actif. Pour protéger nos yeux, un petit rappel qu'on ne devrait pas oublier : Aux bas âges :

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HUMAN'S WRITING : “France is hell,” according to Trump. Donald Trump says every day that France is hell! Oh really? Should someone remind him that in France, unlike in his country, you don’t need to be rich to receive medical care and that public hospitals are free? Should someone explain to him that at the entrance of French schools, there’s no need for weapon detectors? Should we also tell him that we don’t have mass school shootings? Should we tell him that you can be defended by a lawyer free of charge and that prisons are not run by private interests that need to turn a profit? Should we talk to him about social housing that is often of good quality? Should we tell him that the best elite public universities in this “hell” are free? Should we also tell him that there is still a pay-as-you-go pension system that works, and that people don’t need two jobs until they’re 80 just to survive? Should we tell him that hate is not an opinion but a criminal offense in our country? Shou...