Cours en ligne Désamorcer un conflit avec un client | LinkedIn Learning, anciennement Lynda.com

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focus:outline-none placeholder:text-color-text-secondary" data-tracking-control-name="learning-course_people-search-bar_first-name_dismissable-input" maxlength="500" name="firstName" placeholder="Prénom " type="search"> <button class="dismissable-input__button text-color-text h-[40px] min-w-[24px] w-[24px] -mr-2 opacity-0 transition-opacity duration-[0.1s] disabled:invisible focus:opacity-100" data-tracking-control-name="learning-course_people-search-bar_first-name_dismissable-input-clear" type="button"> <label class="sr-only">Effacer le texte</label> <icon class="dismissable-input__button-icon" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cs55jggk4p3uqh9ozxdmpvjg7"></icon> </button> </section> <section class="dismissable-input text-input !pr-3 bg-color-transparent flex items-center h-[40px] min-w-0 relative babybear:w-full babybear:mb-1 search-input"> <input aria-label="Nom " autocomplete="on" class="dismissable-input__input font-sans text-md text-color-text bg-color-transparent flex items-center flex-1 focus:outline-none placeholder:text-color-text-secondary" data-tracking-control-name="learning-course_people-search-bar_last-name_dismissable-input" maxlength="500" name="lastName" placeholder="Nom " type="search"> <button class="dismissable-input__button text-color-text h-[40px] min-w-[24px] w-[24px] -mr-2 opacity-0 transition-opacity duration-[0.1s] disabled:invisible focus:opacity-100" data-tracking-control-name="learning-course_people-search-bar_last-name_dismissable-input-clear" type="button"> <label class="sr-only">Effacer le texte</label> <icon class="dismissable-input__button-icon" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cs55jggk4p3uqh9ozxdmpvjg7"></icon> </button> </section> <input name="trk" value="learning-course_people-search-bar_search-submit" type="hidden"> <button class="base-search-bar__submit-btn block basis-[40px] flex-shrink-0 cursor-pointer babymamabear:invisible babymamabear:ml-[-9999px] babymamabear:w-[1px] babymamabear:h-[1px]" aria-label="Rechercher" data-tracking-control-name="learning-course_people-search-bar_base-search-bar-search-submit" type="submit"> <icon class="base-search-bar__search-icon onload mx-auto" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cb5bsr4tsn2r4sjg9e3ls4tjl"></icon> </button> </form> </section> <section class="base-search-bar w-full h-full" data-searchbar-type="JOBS" aria-labelledby="job-switcher-tab" id="jobs-search-panel" role="tabpanel"> <form class="base-search-bar__form w-full flex babymamabear:mx-mobile-container-padding babymamabear:flex-col" role="search" action="/jobs/search" data-tracking-control-name="learning-course_jobs-search-bar_base-search-bar-form"> <code id="i18n_aria_live_text_no-suggestions" style="display: none"></code> <code id="i18n_aria_live_text_one-suggestion" style="display: none"></code> <code id="i18n_aria_live_text_multiple-suggestions" style="display: none"></code> <section class="dismissable-input text-input !pr-3 bg-color-transparent flex items-center h-[40px] min-w-0 relative babybear:w-full babybear:mb-1 typeahead-input keywords-typeahead-input text-input"> <input aria-autocomplete="list" aria-controls="job-search-bar-keywords-typeahead-list" aria-haspopup="listbox" aria-label="Rechercher des emplois ou des entreprises" autocomplete="off" class="dismissable-input__input font-sans text-md text-color-text bg-color-transparent flex items-center flex-1 focus:outline-none placeholder:text-color-text-secondary" data-tracking-control-name="learning-course_dismissable-input" id="job-search-bar-keywords" maxlength="500" name="keywords" placeholder="Rechercher des emplois ou des entreprises" role="combobox" type="search">  <div class="typeahead-input__dropdown container-lined absolute top-[calc(100%+3px)] left-0 w-full rounded-b-md rounded-t-none z-[10] overflow-hidden max-w-none babybear:min-w-full babybear:bottom-0 babybear:overflow-y-auto"> <template class="typeahead-item-template"> <li class="typeahead-input__dropdown-item py-1.5 px-2 hover:cursor-pointer hover:bg-color-surface-new-hover hover:border-y-2 hover:border-solid hover:border-color-container-primary" role="option"> <span class="typeahead-input__dropdown-text font-sans text-sm font-bold text-color-text"></span> </li> </template> <ul class="typeahead-input__dropdown-list w-full" id="job-search-bar-keywords-typeahead-list" role="listbox"></ul> </div>  <button class="dismissable-input__button text-color-text h-[40px] min-w-[24px] w-[24px] -mr-2 opacity-0 transition-opacity duration-[0.1s] disabled:invisible focus:opacity-100" data-tracking-control-name="learning-course_dismissable-input-clear" type="button"> <label class="sr-only">Effacer le texte</label> <icon class="dismissable-input__button-icon" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cs55jggk4p3uqh9ozxdmpvjg7"></icon> </button> </section>  <code id="i18n_aria_live_text_no-suggestions" style="display: none"></code> <code id="i18n_aria_live_text_one-suggestion" style="display: none"></code> <code id="i18n_aria_live_text_multiple-suggestions" style="display: none"></code> <section class="dismissable-input text-input !pr-3 bg-color-transparent flex items-center h-[40px] min-w-0 relative babybear:w-full babybear:mb-1 typeahead-input location-typeahead-input"> <input aria-autocomplete="list" aria-controls="job-search-bar-location-typeahead-list" aria-haspopup="listbox" aria-label="Lieu" autocomplete="off" class="dismissable-input__input font-sans text-md text-color-text bg-color-transparent flex items-center flex-1 focus:outline-none placeholder:text-color-text-secondary" data-tracking-control-name="learning-course_dismissable-input" id="job-search-bar-location" maxlength="500" name="location" placeholder="Lieu" role="combobox" value="Île de Hong Kong" type="search">  <div class="typeahead-input__dropdown container-lined absolute top-[calc(100%+3px)] left-0 w-full rounded-b-md rounded-t-none z-[10] overflow-hidden max-w-none babybear:min-w-full babybear:bottom-0 babybear:overflow-y-auto"> <template class="typeahead-item-template"> <li class="typeahead-input__dropdown-item py-1.5 px-2 hover:cursor-pointer hover:bg-color-surface-new-hover hover:border-y-2 hover:border-solid hover:border-color-container-primary" role="option"> <span class="typeahead-input__dropdown-text font-sans text-sm font-bold text-color-text"></span> </li> </template> <ul class="typeahead-input__dropdown-list w-full" id="job-search-bar-location-typeahead-list" role="listbox"></ul> </div>  <button class="dismissable-input__button text-color-text h-[40px] min-w-[24px] w-[24px] -mr-2 opacity-0 transition-opacity duration-[0.1s] disabled:invisible focus:opacity-100" data-tracking-control-name="learning-course_dismissable-input-clear" type="button"> <label class="sr-only">Effacer le texte</label> <icon class="dismissable-input__button-icon" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cs55jggk4p3uqh9ozxdmpvjg7"></icon> </button> </section> <input name="geoId" value="102817007" type="hidden"> <input name="trk" value="learning-course_jobs-search-bar_search-submit" type="hidden"> <button class="base-search-bar__submit-btn block basis-[40px] flex-shrink-0 cursor-pointer babymamabear:invisible babymamabear:ml-[-9999px] babymamabear:w-[1px] babymamabear:h-[1px]" aria-label="Rechercher" data-tracking-control-name="learning-course_jobs-search-bar_base-search-bar-search-submit" type="submit"> <icon class="base-search-bar__search-icon onload mx-auto" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cb5bsr4tsn2r4sjg9e3ls4tjl"></icon> </button> </form> </section> <section class="base-search-bar w-full h-full" data-searchbar-type="LEARNING" aria-labelledby="learning-switcher-tab" id="learning-search-panel" role="tabpanel"> <form class="base-search-bar__form w-full flex babymamabear:mx-mobile-container-padding 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data-tracking-control-name="learning-course_learning-search-bar_keywords_dismissable-input-clear" type="button"> <label class="sr-only">Effacer le texte</label> <icon class="dismissable-input__button-icon" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cs55jggk4p3uqh9ozxdmpvjg7"></icon> </button> </section> <input class="nav__search-uoo" name="upsellOrderOrigin" type="hidden"> <input name="trk" value="learning-course_learning-search-bar_search-submit" type="hidden"> <button class="base-search-bar__submit-btn block basis-[40px] flex-shrink-0 cursor-pointer babymamabear:invisible babymamabear:ml-[-9999px] babymamabear:w-[1px] babymamabear:h-[1px]" aria-label="Rechercher" data-tracking-control-name="learning-course_learning-search-bar_base-search-bar-search-submit" type="submit"> <icon class="base-search-bar__search-icon onload mx-auto" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cb5bsr4tsn2r4sjg9e3ls4tjl"></icon> </button> </form> </section>  <div aria-live="polite" class="search-bar__live-text sr-only" role="status"></div> </section>  <div class="nav__cta-container order-3 flex gap-x-1 justify-end min-w-[100px] flex-nowrap flex-shrink-0 babybear:flex-wrap flex-2 babymamabear:min-w-[50px] "> <a class="nav__button-tertiary btn-md btn-tertiary" href="http://fr.linkedin.com/learning/subscription/products?courseSlug=desamorcer-un-conflit-avec-un-client&destRedirectURL=https%3A%2F%2Ffr%2Elinkedin%2Ecom%2Flearning%2Fdesamorcer-un-conflit-avec-un-client&trk=learning-course_nav-header-join&upsellTrk=lil_upsell_nav_subscription&session_redirect=https%3A%2F%2Ffr.linkedin.com%2Flearning%2Fdesamorcer-un-conflit-avec-un-client%3Ftrk%3Dcourse_title" data-tracking-control-name="lil_upsell_nav_subscription" data-tracking-impression-name="lil_upsell_nav_subscription" data-test-live-nav-primary-cta data-tracking-will-navigate> Démarrer mon essai gratuit </a> <a class="nav__button-secondary btn-md btn-secondary-emphasis" href="https://www.linkedin.com/learning-login/?redirect=https%3A%2F%2Fwww%2Elinkedin%2Ecom%2Flearning%2Fdesamorcer-un-conflit-avec-un-client%3Ftrk%3Dcourse_title%26trk%3Dcourse_title&fromSignIn=true&session_redirect=https%3A%2F%2Ffr.linkedin.com%2Flearning%2Fdesamorcer-un-conflit-avec-un-client%3Ftrk%3Dcourse_title&trk=learning-course_nav-header-signin" data-tracking-control-name="learning-course_nav-header-signin" data-tracking-will-navigate> S’identifier </a> <a aria-label="S’identifier" class="nav__link-person papabear:hidden mamabear:hidden" data-tracking-control-name="learning-course_nav-header-signin" data-tracking-will-navigate href="https://www.linkedin.com/learning-login/?redirect=https%3A%2F%2Fwww%2Elinkedin%2Ecom%2Flearning%2Fdesamorcer-un-conflit-avec-un-client%3Ftrk%3Dcourse_title%26trk%3Dcourse_title&fromSignIn=true&session_redirect=https%3A%2F%2Ffr.linkedin.com%2Flearning%2Fdesamorcer-un-conflit-avec-un-client%3Ftrk%3Dcourse_title&trk=learning-course_nav-header-signin"> 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data-tracking-control-name="learning-course_enterprise-nav" data-tracking-will-navigate="true" data-tracking-impression-name="lil_upsell_learning-course_enterprise-nav_teambuy" id="business-nav-buy">Acheter pour mon équipe</a> </div> </div>   </div> <main class="main papabear:flex papabear:w-content-max-w papabear:mx-auto papabear:pt-desktop-content-top-margin mamabear:pt-desktop-content-top-margin " id="main-content" role="main"> <section class="core-rail mx-auto papabear:w-core-rail-width mamabear:max-w-[790px] babybear:max-w-[790px]"> <ol class="breadcrumb__list"> <li class="breadcrumb__item"> <a class="breadcrumb__link" href="https://fr.linkedin.com/learning/browse?trk=learning-course_breadcrumb" data-tracking-control-name="learning-course_breadcrumb" data-tracking-will-navigate>Toutes les rubriques</a> </li> <li class="breadcrumb__item"> <a class="breadcrumb__link" href="https://fr.linkedin.com/learning/topics/business-2?trk=learning-course_breadcrumb" data-tracking-control-name="learning-course_breadcrumb" data-tracking-will-navigate>Business</a> </li> <li class="breadcrumb__item"> <a class="breadcrumb__link" href="https://fr.linkedin.com/learning/topics/leadership-et-management-16112728?trk=learning-course_breadcrumb" data-tracking-control-name="learning-course_breadcrumb" data-tracking-will-navigate>Leadership et management</a> </li> <li class="breadcrumb__item"> <a class="breadcrumb__link" href="https://fr.linkedin.com/learning/topics/communication?trk=learning-course_breadcrumb" data-tracking-control-name="learning-course_breadcrumb" data-tracking-will-navigate>Communication</a> </li> </ol> <script type="application/ld+json"> {"@context":"http://schema.org/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"Toutes les rubriques","item":"https://fr.linkedin.com/learning/browse"},{"@type":"ListItem","position":2,"name":"Business","item":"https://fr.linkedin.com/learning/topics/business-2"},{"@type":"ListItem","position":3,"name":"Leadership et management","item":"https://fr.linkedin.com/learning/topics/leadership-et-management-16112728"},{"@type":"ListItem","position":4,"name":"Communication","item":"https://fr.linkedin.com/learning/topics/communication"}]} </script> <section class="top-card-layout container-lined overflow-hidden babybear:rounded-[0px]"> <section class="top-card__image-container"> <img class="top-card__image" alt="Désamorcer un conflit avec un client" data-delayed-url="https://media.licdn.com/dms/image/v2/D560DAQHH_Ep9YkuRoA/learning-public-crop_675_1200/learning-public-crop_675_1200/0/1708441890016?e=2147483647&v=beta&t=AJ-j7MDRo256TaKW-f59KPm1HUHkk57N0LOYzoI5gxk"> <a class="top-card__overlay-button" data-tracking-control-name="course_preview" data-tracking-will-navigate href="https://fr.linkedin.com/learning/desamorcer-un-conflit-avec-un-client/bienvenue-dans-desamorcer-un-conflit-avec-un-client?autoplay=true&trk=course_preview"> <span class="top-card__preview-cta "> <icon class="top-card__preview-icon" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/5jwhkytplzxiejvhzfu0t7m8l"> </icon> <span class="top-card__preview-cta-text">Aperçu</span> </span>  </a> </section> <div class="top-card-layout__card relative p-2 papabear:p-details-container-padding"> <div class="top-card-layout__entity-info-container flex flex-wrap papabear:flex-nowrap"> <div class="top-card-layout__entity-info flex-grow flex-shrink-0 basis-0 babybear:flex-none babybear:w-full babybear:flex-none babybear:w-full"> <h1 class="top-card-layout__title font-sans text-lg papabear:text-xl font-bold leading-open text-color-text mb-0"> Désamorcer un conflit avec un client </h1> <h2 class="top-card-layout__headline break-words font-sans text-md leading-open text-color-text"> <div class="top-card__headline-row"> <span class="top-card__headline-row-item top-card__headline-row-item--large">Avec Myra Golden</span> <span class="top-card__headline-row-item">Aimé par 201 utilisateurs</span> </div> <div class="top-card__headline-row"> <span class="top-card__headline-row-item">Durée : 48 m</span> <span class="top-card__headline-row-item">Niveau de compétence : Général </span> <span class="top-card__headline-row-item">Émission : 21/02/2024</span> </div> </h2>   <div class="top-card-layout__cta-container flex flex-wrap mt-0.5 papabear:mt-0 ml-[-12px]"> <a href="http://fr.linkedin.com/learning/subscription/products?courseSlug=desamorcer-un-conflit-avec-un-client&destRedirectURL=https%3A%2F%2Ffr%2Elinkedin%2Ecom%2Flearning%2Fdesamorcer-un-conflit-avec-un-client&trk=course_info&upsellTrk=lil_upsell_course_info_subscription" data-tracking-control-name="lil_upsell_course_info_subscription" data-tracking-impression-name="lil_upsell_course_info_subscription" data-litms-tracking-control-name="lil_upsell_course_info_subscription" data-tracking-will-navigate class="top-card__upsell-link top-card-layout__cta mt-2 ml-1.5 h-auto babybear:flex-auto top-card-layout__cta--primary btn-md btn-primary" data-test-live-course-sub-upsell> Démarrer mon mois d’essai gratuit </a> <a class="buy-for-your-team-cta__link top-card-layout__cta mt-2 ml-1.5 h-auto babybear:flex-auto top-card-layout__cta--secondary btn-md btn-secondary" href="/learning/subscription/teams?veh=lil_upx&src=li-lil-upsell&trk=learning-course_buy-for-your-team-cta" data-tracking-control-name="learning-course_buy-for-your-team-cta" data-tracking-impression-name="lil_upsell_learning-course_buy-for-your-team-cta_teambuy" data-test-live-buy-for-your-team-upsell data-tracking-will-navigate> Acheter pour mon équipe </a> </div> </div>  </div>   </div> </section> <div class="details mx-details-container-padding"> <section class="core-section-container my-3 course-details">  <h2 class="core-section-container__title section-title"> Détails du cours </h2>  <div class="core-section-container__content break-words"> <section class="show-more-less-html course-details__description" data-max-lines="4"> <div class="show-more-less-html__markup show-more-less-html__markup--clamp-after-4 relative overflow-hidden"> Les professionnels du service client ont presque tous déjà eu affaire à un client ulcéré. Cette personne est susceptible de crier, de jurer ou de contester avec force une politique que vous devez faire respecter, mais qui ne dépend pas de vous. Ce genre de cas est indubitablement délicat, mais en adoptant la bonne approche, vous pouvez systématiquement apaiser les tensions. Dans cette formation, Myra Golden partage des stratégies pour désamorcer les situations tendues, en proposant des approches qui peuvent vous aider à apaiser un client en colère. Elle décrit les principaux facteurs de l’escalade et indique des mesures pratiques à prendre pour éviter que la situation ne s’envenime. Elle donne également des conseils pour recadrer une conversation, gérer les attentes des clients et faire face à un interlocuteur qui réclame un responsable, entre autres. </div> <button class="show-more-less-html__button show-more-less-button show-more-less-html__button--more ml-0.5" data-tracking-control-name="learning-course_show-more-html-btn" aria-label="i18n_show_more" aria-expanded="false">  Show more <icon class="show-more-less-html__button-icon show-more-less-button-icon" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cyolgscd0imw2ldqppkrb84vo"></icon> </button> <button class="show-more-less-html__button show-more-less-button show-more-less-html__button--less ml-0.5" data-tracking-control-name="learning-course_show-less-html-btn" aria-label="i18n_show_less" aria-expanded="true">  Show less <icon class="show-more-less-html__button-icon show-more-less-button-icon" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/4chtt12k98xwnba1nimld2oyg"></icon> </button>  </section> </div> </section> <section class="core-section-container my-3 course-skills">  <h2 class="core-section-container__title section-title"> Compétences que vous obtiendrez </h2>  <div class="core-section-container__content break-words"> <ul class="course-skills__skill-list"> <li class="course-skills__skill-list-item"> <a href="https://fr.linkedin.com/learning/search?keywords=Service+client&trk=learning-course_pill-list" data-tracking-control-name="learning-course_pill-list" data-tracking-will-navigate class="pill flex w-fit mr-[6px] mb-1 hover:no-underline skill-pill"> Service client </a> </li> <li class="course-skills__skill-list-item"> <a href="https://fr.linkedin.com/learning/search?keywords=Gestion+des+r%C3%A9clamations+clients&trk=learning-course_pill-list" data-tracking-control-name="learning-course_pill-list" data-tracking-will-navigate class="pill flex w-fit mr-[6px] mb-1 hover:no-underline skill-pill"> Gestion des réclamations clients </a> </li> <li class="course-skills__skill-list-item"> <a href="https://fr.linkedin.com/learning/search?keywords=D%C3%A9sescalade&trk=learning-course_pill-list" data-tracking-control-name="learning-course_pill-list" data-tracking-will-navigate class="pill flex w-fit mr-[6px] mb-1 hover:no-underline skill-pill"> Désescalade </a> </li> </ul> </div> </section> <section class="core-section-container my-3">  <h2 class="core-section-container__title section-title"> Obtenez un certificat à partager </h2>  <div class="core-section-container__content break-words"> <p class="course-certificate__body-paragraph">Partager ce que vous avez appris et démarquez-vous dans le secteur souhaité avec un certificat mettant en valeur vos connaissances acquises dans le cours.</p> <div class="course-certificate__image-container"> <img class="course-certificate__certificate-image" alt="Exemple de certificat" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/52nu8qc7cfcn7vrftr7ttceqt"> <div> <h3 class="course-certificate__detail-list-heading"> <div class="learning-logo"> <icon class="learning-logo__inbug onload" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/4zqr0f9jf98vi2nkijyc3bex2"></icon> <span class="learning-logo__text learning-logo__text--show-on-mobile" aria-hidden="true">Learning</span> <span class="sr-only">LinkedIn Learning</span> </div> <span>Certificat d’accomplissement</span> </h3> <ul> <li class="course-certificate__detail-list-item"> <div class="course-certificate__detail-list-item-icon-wrapper"><icon data-delayed-url="https://static.licdn.com/aero-v1/sc/h/5lqa4dj5v9gp6yjh6s6iwtdbb"></icon></div> <p class="course-certificate__detail-list-item-text">Affichez sur votre profil LinkedIn dans la rubrique “Licences et certificat”</p> </li> <li class="course-certificate__detail-list-item"> <div class="course-certificate__detail-list-item-icon-wrapper"><icon data-delayed-url="https://static.licdn.com/aero-v1/sc/h/5lqa4dj5v9gp6yjh6s6iwtdbb"></icon></div> <p class="course-certificate__detail-list-item-text">Téléchargez ou imprimez au format PDF pour partager avec d’autres personnes</p> </li> <li class="course-certificate__detail-list-item"> <div class="course-certificate__detail-list-item-icon-wrapper"><icon data-delayed-url="https://static.licdn.com/aero-v1/sc/h/5lqa4dj5v9gp6yjh6s6iwtdbb"></icon></div> <p class="course-certificate__detail-list-item-text">Partagez comme image en ligne pour afficher votre compétence</p> </li> </ul> </div> </div> </div> </section> <section class="core-section-container my-3 course-instructors">  <h2 class="core-section-container__title section-title"> Rencontrez le formateur </h2>  <div class="core-section-container__content break-words"> <ul class="course-instructors__list"> <li class="course-instructors__list-item"> <a href="https://www.linkedin.com/in/myragolden?trk=learning-course_instructor" target="_self" data-tracking-control-name="learning-course_instructor" data-tracking-will-navigate class="base-card relative w-full hover:no-underline focus:no-underline base-card--link base-main-card flex flex-wrap py-2 pr-2 babybear:pr-0 base-main-card--link">  <img class="inline-block relative rounded-[50%] w-6 h-6 " data-delayed-url="https://media.licdn.com/dms/image/v2/D5603AQEBaA3WLIa2dw/profile-displayphoto-shrink_400_400/profile-displayphoto-shrink_400_400/0/1683754075630?e=2147483647&v=beta&t=PuZIS02l6Diu4uwAPZLFo_5QgDWsL5MWR3YFN_Z-7KA" data-ghost-classes="bg-color-entity-ghost-background" data-ghost-url="https://static.licdn.com/aero-v1/sc/h/9c8pery4andzj6ohjkjp54ma2" alt="Cliquez ici pour voir le profil de formateur de Myra Golden"> <div class="base-main-card__info self-center ml-1 flex-1 relative break-words papabear:min-w-0 mamabear:min-w-0 babybear:w-full"> <h3 class="base-main-card__title font-sans text-[18px] font-bold text-color-text overflow-hidden "> Myra Golden </h3> <h4 class="base-main-card__subtitle body-text text-color-text overflow-hidden"> Long-Time Customer Service & De-escalation Expert </h4>   </div>  </a> </li> </ul> </div> </section> <section class="core-section-container my-3 reviews-feed">  <h2 class="core-section-container__title section-title"> Avis des apprenants </h2>  <div class="core-section-container__content break-words"> <div class="reviews-feed__ratings-summary"> <section class="ratings-summary"> <div class="ratings-summary__overall-rating"> <h3 class="ratings-summary__header"><span class="ratings-summary__rating-average">4,8</span> <span class="ratings-summary__rating-max">sur 5</span></h3> <figure class="ratings-summary__figure"> <span class="star-rating" role="img" aria-label="Évaluation : 4.8 sur 5 étoiles"> <span class="star-rating__icon-container" aria-hidden="true"> <icon class="star-rating__icon star-rating__icon--small " data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cg0ud3t24av7pe8eamnp39hfq"></icon> </span> <span class="star-rating__icon-container" aria-hidden="true"> <icon class="star-rating__icon star-rating__icon--small " data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cg0ud3t24av7pe8eamnp39hfq"></icon> </span> <span class="star-rating__icon-container" aria-hidden="true"> <icon class="star-rating__icon star-rating__icon--small " data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cg0ud3t24av7pe8eamnp39hfq"></icon> </span> <span class="star-rating__icon-container" aria-hidden="true"> <icon class="star-rating__icon star-rating__icon--small " data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cg0ud3t24av7pe8eamnp39hfq"></icon> </span> <span class="star-rating__icon-container" aria-hidden="true"> <icon class="star-rating__icon star-rating__icon--small " data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cg0ud3t24av7pe8eamnp39hfq"></icon> </span> </span> <figcaption class="ratings-summary__ratings-total">40 notes</figcaption> </figure> </div> <div class="ratings-summary__breakdown"> <div class="ratings-summary__disclaimer"> <div class="tooltip"> <button class="tooltip__trigger ratings-summary__disclaimer-trigger" data-tracking-control-name="toggle_disclaimer" type="button"> <icon class="ratings-summary__disclaimer-icon" data-svg-class-name="ratings-summary__disclaimer-icon-svg" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/g8uts9v3k83n9e3iyvcxit0k"> </icon> <span class="ratings-summary__disclaimer-text">Comment sont calculées les notes ?</span> </button> <span role="tooltip" class="tooltip__popup" aria-hidden="true"> La note globale est calculée à partir de la moyenne des notes soumises. Les notes et les avis peuvent être soumis uniquement par des apprenants non anonymes ayant effectué au moins 40% du cours. Cela nous permet d’éviter les faux avis et le spam. </span> </div> </div> <ul> <li> <figure class="ratings-summary__rating-count"> <figcaption class="ratings-summary__rating-count-label"> 5 étoile </figcaption> <progress class="ratings-summary__progress-bar" max="40" value="33" aria-valuemin="0" aria-valuenow="33" aria-valuemax="40"> Valeur actuelle : 33 </progress> <span class="ratings-summary__rating-count-percent"> 83 % </span> </figure> </li> <li> <figure class="ratings-summary__rating-count"> <figcaption class="ratings-summary__rating-count-label"> 4 étoile </figcaption> <progress class="ratings-summary__progress-bar" max="40" value="7" aria-valuemin="0" aria-valuenow="7" aria-valuemax="40"> Valeur actuelle : 7 </progress> <span class="ratings-summary__rating-count-percent"> 18 % </span> </figure> </li> <li> <figure class="ratings-summary__rating-count"> <figcaption class="ratings-summary__rating-count-label"> 3 étoile </figcaption> <progress class="ratings-summary__progress-bar" max="40" value="0" aria-valuemin="0" aria-valuenow="0" aria-valuemax="40"> Valeur actuelle : 0 </progress> <span class="ratings-summary__rating-count-percent"> 0 % </span> </figure> </li> <li> <figure class="ratings-summary__rating-count"> <figcaption class="ratings-summary__rating-count-label"> 2 étoile </figcaption> <progress class="ratings-summary__progress-bar" max="40" value="0" aria-valuemin="0" aria-valuenow="0" aria-valuemax="40"> Valeur actuelle : 0 </progress> <span class="ratings-summary__rating-count-percent"> 0 % </span> </figure> </li> <li> <figure class="ratings-summary__rating-count"> <figcaption class="ratings-summary__rating-count-label"> 1 étoile </figcaption> <progress class="ratings-summary__progress-bar" max="40" value="0" aria-valuemin="0" aria-valuenow="0" aria-valuemax="40"> Valeur actuelle : 0 </progress> <span class="ratings-summary__rating-count-percent"> 0 % </span> </figure> </li> </ul> </div> </section> </div> <ul class="reviews-feed__reviews-list"> <li class="reviews-feed__reviews-list-item"> <div class="review-card"> <div class="base-card relative w-full hover:no-underline focus:no-underline base-card--link base-main-card flex flex-wrap py-2 pr-2 babybear:pr-0 base-main-card--link review-card__entity"> <a class="base-card__full-link absolute top-0 right-0 bottom-0 left-0 p-0 z-[2]" href="https://be.linkedin.com/in/danny-verrue-b53bbb46?trk=learning-course" data-tracking-control-name="learning-course" data-tracking-will-navigate> <span class="sr-only"> Danny Verrue  </span> </a> <img class="inline-block relative rounded-[50%] w-6 h-6 " data-delayed-url="https://media.licdn.com/dms/image/v2/D4E03AQHZoQuJNINFRg/profile-displayphoto-shrink_100_100/profile-displayphoto-shrink_100_100/0/1713000036466?e=2147483647&v=beta&t=17yIy36QWYYii-rOeHbILZGyZB2xscdci5_KEh1dVPA" data-ghost-classes="bg-color-entity-ghost-background" data-ghost-url="https://static.licdn.com/aero-v1/sc/h/9c8pery4andzj6ohjkjp54ma2" alt="Danny Verrue"> <div class="base-main-card__info self-center ml-1 flex-1 relative break-words papabear:min-w-0 mamabear:min-w-0 babybear:w-full"> <h3 class="base-main-card__title font-sans text-[18px] font-bold text-color-text overflow-hidden "> Danny Verrue  </h3> <h4 class="base-main-card__subtitle body-text text-color-text overflow-hidden"> Site Manager </h4>  <div class="body-text text-color-text-low-emphasis base-main-card__metadata"> <div class="review-card__content"> <div class="review-card__centered-row"> <div class="review-card__star-container"> <span class="star-rating" role="img" aria-label="Évaluation : 5 sur 5 étoiles"> <span class="star-rating__icon-container" aria-hidden="true"> <icon class="star-rating__icon star-rating__icon--small " data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cg0ud3t24av7pe8eamnp39hfq"></icon> </span> <span class="star-rating__icon-container" aria-hidden="true"> <icon class="star-rating__icon star-rating__icon--small " data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cg0ud3t24av7pe8eamnp39hfq"></icon> </span> <span class="star-rating__icon-container" aria-hidden="true"> <icon class="star-rating__icon star-rating__icon--small " data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cg0ud3t24av7pe8eamnp39hfq"></icon> </span> <span class="star-rating__icon-container" aria-hidden="true"> <icon class="star-rating__icon star-rating__icon--small " data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cg0ud3t24av7pe8eamnp39hfq"></icon> </span> <span class="star-rating__icon-container" aria-hidden="true"> <icon class="star-rating__icon star-rating__icon--small " data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cg0ud3t24av7pe8eamnp39hfq"></icon> </span> </span> </div> <span class="review-card__rating"> 5/5 </span> <span class="review-card__date"> 23 février 2024 </span> </div> <div class="review-card__text"> Approches différentes et résultats différents....Base de la communication </div> <div class="review-card__centered-row review-card__actions"> <a class="review-card__centered-row review-card__action-button" aria-label="le commentaire de Danny Verrue est utile" data-tracking-control-name="learning-course_review-card-helpful-button" data-tracking-will-navigate href="https://www.linkedin.com/learning-login/?redirect=https%3A%2F%2Fwww%2Elinkedin%2Ecom%2Flearning%2Fdesamorcer-un-conflit-avec-un-client%3Ftrk%3Dcourse_title%26trk%3Dcourse_title&trk=learning-course_review-card-helpful-button" rel="nofollow"> <icon class="review-card__centered-row review-card__action-icon" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/5ptx189gjbxrh9wf3ncsehms9" data-svg-class-name="review-card__like-icon"></icon> Utile </a> <span class="review-card__dot-delimiter">·</span> <a class="review-card__centered-row review-card__action-button" aria-label="Signaler le commentaire de Danny Verrue" data-tracking-control-name="learning-course_review-card-report-button" data-tracking-will-navigate href="https://www.linkedin.com/learning-login/?redirect=https%3A%2F%2Fwww%2Elinkedin%2Ecom%2Flearning%2Fdesamorcer-un-conflit-avec-un-client%3Ftrk%3Dcourse_title%26trk%3Dcourse_title&trk=learning-course_review-card-report-button" rel="nofollow"> <icon class="review-card__centered-row review-card__action-icon" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/d04ze1wt0ev8ck8e4ovqk762o" data-svg-class-name="review-card__flag-icon"></icon> Signaler </a> </div> </div> </div> </div>  </div> </div> </li> </ul> </div> </section> </div> </section> <section class="right-rail papabear:w-right-rail-width papabear:ml-column-gutter mamabear:max-w-[790px] mamabear:px-mobile-container-padding babybear:max-w-[790px] babybear:px-mobile-container-padding"> <section class="table-of-contents mb-4 table-of-contents--with-max-height"> <h2 class="table-of-contents__header"> Table des matières </h2> <ul class="table-of-contents__list"> <li class="toc-section"> <div class="show-more-less"> <button class="show-more-less__button show-more-less__more-button show-more-less-button " aria-expanded="false" data-tracking-control-name="learning-course_toc-section_show_more"> Introduction <icon class="show-more-less__button--chevron show-more-less-button-icon" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cyolgscd0imw2ldqppkrb84vo"></icon> </button> <button class="show-more-less__button show-more-less__less-button show-more-less-button show-more-less__button--hide" aria-expanded="false" data-tracking-control-name="learning-course_toc-section_show_more"> Introduction <icon class="show-more-less__button--chevron show-more-less-button-icon" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/4chtt12k98xwnba1nimld2oyg"></icon> </button> <ul data-max-num-to-show="0" class="show-more-less__list show-more-less__list--hide-after-0" data-impression-id="learning-course_toc-section_show-more-less"> <li class="toc-item"> <a data-tracking-control-name="learning-course_tocItem" data-tracking-will-navigate href="https://fr.linkedin.com/learning/desamorcer-un-conflit-avec-un-client/bienvenue-dans-desamorcer-un-conflit-avec-un-client?autoplay=true&trk=learning-course_tocItem" class="toc-item__link" aria-current="false"> <icon class="table-of-contents__item-status table-of-contents__item-status--unlocked" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/5jwhkytplzxiejvhzfu0t7m8l" data-svg-class-name="table-of-contents__item-status-svg--unlocked"></icon> <div class="table-of-contents__item-details"> <div class="table-of-contents__item-title"> Bienvenue dans « Désamorcer un conflit avec un client » </div> <div class="table-of-contents__item-duration"> 1 m 29 s </div> </div> </a> </li> </ul>  </div> </li> <li class="toc-section"> <div class="show-more-less"> <button class="show-more-less__button show-more-less__more-button show-more-less-button " aria-expanded="false" data-tracking-control-name="learning-course_toc-section_show_more"> 1. Prévenir une escalade <icon class="show-more-less__button--chevron show-more-less-button-icon" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cyolgscd0imw2ldqppkrb84vo"></icon> </button> <button class="show-more-less__button show-more-less__less-button show-more-less-button show-more-less__button--hide" aria-expanded="false" data-tracking-control-name="learning-course_toc-section_show_more"> 1. Prévenir une escalade <icon class="show-more-less__button--chevron show-more-less-button-icon" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/4chtt12k98xwnba1nimld2oyg"></icon> </button> <ul data-max-num-to-show="0" class="show-more-less__list show-more-less__list--hide-after-0" data-impression-id="learning-course_toc-section_show-more-less"> <li class="toc-item"> <a data-tracking-control-name="learning-course_tocItem" data-tracking-will-navigate href="https://fr.linkedin.com/learning/desamorcer-un-conflit-avec-un-client/comprendre-les-trois-raisons-de-l-escalade-et-comment-l-enrayer?autoplay=true&trk=learning-course_tocItem" class="toc-item__link" aria-current="false"> <icon class="table-of-contents__item-status table-of-contents__item-status--unlocked" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/5jwhkytplzxiejvhzfu0t7m8l" data-svg-class-name="table-of-contents__item-status-svg--unlocked"></icon> <div class="table-of-contents__item-details"> <div class="table-of-contents__item-title"> Comprendre les trois raisons de l’escalade et comment l’enrayer </div> <div class="table-of-contents__item-duration"> 4 m </div> </div> </a> </li> <li class="toc-item"> <a data-tracking-control-name="learning-course_tocItem" data-tracking-will-navigate href="https://fr.linkedin.com/learning/desamorcer-un-conflit-avec-un-client/recourir-au-positionnement-positif-face-aux-clients?autoplay=true&trk=learning-course_tocItem" class="toc-item__link" aria-current="false"> <span class="a11y-text">(Verrouillé)</span> <icon class="table-of-contents__item-status table-of-contents__item-status--locked" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cfu0devb5o77ym5x8vv0oilfz" data-svg-class-name="table-of-contents__item-status-svg--locked"></icon> <div class="table-of-contents__item-details"> <div class="table-of-contents__item-title"> Recourir au positionnement positif face aux clients </div> <div class="table-of-contents__item-duration"> 3 m 16 s </div> </div> </a> </li> <li class="toc-item"> <a data-tracking-control-name="learning-course_tocItem" data-tracking-will-navigate href="https://fr.linkedin.com/learning/desamorcer-un-conflit-avec-un-client/adopter-un-grand-principe-ne-pas-pousser?autoplay=true&trk=learning-course_tocItem" class="toc-item__link" aria-current="false"> <span class="a11y-text">(Verrouillé)</span> <icon class="table-of-contents__item-status table-of-contents__item-status--locked" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cfu0devb5o77ym5x8vv0oilfz" data-svg-class-name="table-of-contents__item-status-svg--locked"></icon> <div class="table-of-contents__item-details"> <div class="table-of-contents__item-title"> Adopter un grand principe : ne pas pousser </div> <div class="table-of-contents__item-duration"> 4 m 22 s </div> </div> </a> </li> <li class="toc-item"> <a data-tracking-control-name="learning-course_tocItem" data-tracking-will-navigate href="https://fr.linkedin.com/learning/desamorcer-un-conflit-avec-un-client/gerer-les-attentes-des-clients?autoplay=true&trk=learning-course_tocItem" class="toc-item__link" aria-current="false"> <span class="a11y-text">(Verrouillé)</span> <icon class="table-of-contents__item-status table-of-contents__item-status--locked" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cfu0devb5o77ym5x8vv0oilfz" data-svg-class-name="table-of-contents__item-status-svg--locked"></icon> <div class="table-of-contents__item-details"> <div class="table-of-contents__item-title"> Gérer les attentes des clients </div> <div class="table-of-contents__item-duration"> 3 m 16 s </div> </div> </a> </li> <li class="toc-item"> <a data-tracking-control-name="learning-course_tocItem" data-tracking-will-navigate href="https://fr.linkedin.com/learning/desamorcer-un-conflit-avec-un-client/parler-sur-un-ton-de-regret-mais-sans-detour?autoplay=true&trk=learning-course_tocItem" class="toc-item__link" aria-current="false"> <span class="a11y-text">(Verrouillé)</span> <icon class="table-of-contents__item-status table-of-contents__item-status--locked" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cfu0devb5o77ym5x8vv0oilfz" data-svg-class-name="table-of-contents__item-status-svg--locked"></icon> <div class="table-of-contents__item-details"> <div class="table-of-contents__item-title"> Parler sur un ton de regret, mais sans détour </div> <div class="table-of-contents__item-duration"> 2 m 42 s </div> </div> </a> </li> </ul>  </div> </li> <li class="toc-section"> <div class="show-more-less"> <button class="show-more-less__button show-more-less__more-button show-more-less-button " aria-expanded="false" data-tracking-control-name="learning-course_toc-section_show_more"> 2. Désescalader en trois étapes <icon class="show-more-less__button--chevron show-more-less-button-icon" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cyolgscd0imw2ldqppkrb84vo"></icon> </button> <button class="show-more-less__button show-more-less__less-button show-more-less-button show-more-less__button--hide" aria-expanded="false" data-tracking-control-name="learning-course_toc-section_show_more"> 2. Désescalader en trois étapes <icon class="show-more-less__button--chevron show-more-less-button-icon" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/4chtt12k98xwnba1nimld2oyg"></icon> </button> <ul data-max-num-to-show="0" class="show-more-less__list show-more-less__list--hide-after-0" data-impression-id="learning-course_toc-section_show-more-less"> <li class="toc-item"> <a data-tracking-control-name="learning-course_tocItem" data-tracking-will-navigate href="https://fr.linkedin.com/learning/desamorcer-un-conflit-avec-un-client/reconnaitre-les-emotions-du-client?autoplay=true&trk=learning-course_tocItem" class="toc-item__link" aria-current="false"> <icon class="table-of-contents__item-status table-of-contents__item-status--unlocked" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/5jwhkytplzxiejvhzfu0t7m8l" data-svg-class-name="table-of-contents__item-status-svg--unlocked"></icon> <div class="table-of-contents__item-details"> <div class="table-of-contents__item-title"> Reconnaître les émotions du client </div> <div class="table-of-contents__item-duration"> 2 m 24 s </div> </div> </a> </li> <li class="toc-item"> <a data-tracking-control-name="learning-course_tocItem" data-tracking-will-navigate href="https://fr.linkedin.com/learning/desamorcer-un-conflit-avec-un-client/recadrer-la-conversation?autoplay=true&trk=learning-course_tocItem" class="toc-item__link" aria-current="false"> <span class="a11y-text">(Verrouillé)</span> <icon class="table-of-contents__item-status table-of-contents__item-status--locked" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cfu0devb5o77ym5x8vv0oilfz" data-svg-class-name="table-of-contents__item-status-svg--locked"></icon> <div class="table-of-contents__item-details"> <div class="table-of-contents__item-title"> Recadrer la conversation </div> <div class="table-of-contents__item-duration"> 3 m 6 s </div> </div> </a> </li> <li class="toc-item"> <a data-tracking-control-name="learning-course_tocItem" data-tracking-will-navigate href="https://fr.linkedin.com/learning/desamorcer-un-conflit-avec-un-client/resoudre-le-probleme-du-client?autoplay=true&trk=learning-course_tocItem" class="toc-item__link" aria-current="false"> <span class="a11y-text">(Verrouillé)</span> <icon class="table-of-contents__item-status table-of-contents__item-status--locked" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cfu0devb5o77ym5x8vv0oilfz" data-svg-class-name="table-of-contents__item-status-svg--locked"></icon> <div class="table-of-contents__item-details"> <div class="table-of-contents__item-title"> Résoudre le problème du client </div> <div class="table-of-contents__item-duration"> 1 m 25 s </div> </div> </a> </li> </ul>  </div> </li> <li class="toc-section"> <div class="show-more-less"> <button class="show-more-less__button show-more-less__more-button show-more-less-button " aria-expanded="false" data-tracking-control-name="learning-course_toc-section_show_more"> 3. Doubler son efficacité <icon class="show-more-less__button--chevron show-more-less-button-icon" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cyolgscd0imw2ldqppkrb84vo"></icon> </button> <button class="show-more-less__button show-more-less__less-button show-more-less-button show-more-less__button--hide" aria-expanded="false" data-tracking-control-name="learning-course_toc-section_show_more"> 3. Doubler son efficacité <icon class="show-more-less__button--chevron show-more-less-button-icon" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/4chtt12k98xwnba1nimld2oyg"></icon> </button> <ul data-max-num-to-show="0" class="show-more-less__list show-more-less__list--hide-after-0" data-impression-id="learning-course_toc-section_show-more-less"> <li class="toc-item"> <a data-tracking-control-name="learning-course_tocItem" data-tracking-will-navigate href="https://fr.linkedin.com/learning/desamorcer-un-conflit-avec-un-client/ecouter-dans-le-but-de-comprendre?autoplay=true&trk=learning-course_tocItem" class="toc-item__link" aria-current="false"> <span class="a11y-text">(Verrouillé)</span> <icon class="table-of-contents__item-status table-of-contents__item-status--locked" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cfu0devb5o77ym5x8vv0oilfz" data-svg-class-name="table-of-contents__item-status-svg--locked"></icon> <div class="table-of-contents__item-details"> <div class="table-of-contents__item-title"> Écouter dans le but de comprendre </div> <div class="table-of-contents__item-duration"> 2 m 56 s </div> </div> </a> </li> <li class="toc-item"> <a data-tracking-control-name="learning-course_tocItem" data-tracking-will-navigate href="https://fr.linkedin.com/learning/desamorcer-un-conflit-avec-un-client/employer-un-langage-de-partenariat?autoplay=true&trk=learning-course_tocItem" class="toc-item__link" aria-current="false"> <span class="a11y-text">(Verrouillé)</span> <icon class="table-of-contents__item-status table-of-contents__item-status--locked" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cfu0devb5o77ym5x8vv0oilfz" data-svg-class-name="table-of-contents__item-status-svg--locked"></icon> <div class="table-of-contents__item-details"> <div class="table-of-contents__item-title"> Employer un langage de partenariat </div> <div class="table-of-contents__item-duration"> 1 m 59 s </div> </div> </a> </li> <li class="toc-item"> <a data-tracking-control-name="learning-course_tocItem" data-tracking-will-navigate href="https://fr.linkedin.com/learning/desamorcer-un-conflit-avec-un-client/gerer-son-propre-agacement?autoplay=true&trk=learning-course_tocItem" class="toc-item__link" aria-current="false"> <span class="a11y-text">(Verrouillé)</span> <icon class="table-of-contents__item-status table-of-contents__item-status--locked" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cfu0devb5o77ym5x8vv0oilfz" data-svg-class-name="table-of-contents__item-status-svg--locked"></icon> <div class="table-of-contents__item-details"> <div class="table-of-contents__item-title"> Gérer son propre agacement </div> <div class="table-of-contents__item-duration"> 2 m 47 s </div> </div> </a> </li> <li class="toc-item"> <a data-tracking-control-name="learning-course_tocItem" data-tracking-will-navigate href="https://fr.linkedin.com/learning/desamorcer-un-conflit-avec-un-client/gerer-un-client-difficile?autoplay=true&trk=learning-course_tocItem" class="toc-item__link" aria-current="false"> <span class="a11y-text">(Verrouillé)</span> <icon class="table-of-contents__item-status table-of-contents__item-status--locked" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cfu0devb5o77ym5x8vv0oilfz" data-svg-class-name="table-of-contents__item-status-svg--locked"></icon> <div class="table-of-contents__item-details"> <div class="table-of-contents__item-title"> Gérer un client difficile </div> <div class="table-of-contents__item-duration"> 2 m 48 s </div> </div> </a> </li> </ul>  </div> </li> <li class="toc-section"> <div class="show-more-less"> <button class="show-more-less__button show-more-less__more-button show-more-less-button " aria-expanded="false" data-tracking-control-name="learning-course_toc-section_show_more"> 4. Résoudre les problèmes ccourants des clients <icon class="show-more-less__button--chevron show-more-less-button-icon" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cyolgscd0imw2ldqppkrb84vo"></icon> </button> <button class="show-more-less__button show-more-less__less-button show-more-less-button show-more-less__button--hide" aria-expanded="false" data-tracking-control-name="learning-course_toc-section_show_more"> 4. Résoudre les problèmes ccourants des clients <icon class="show-more-less__button--chevron show-more-less-button-icon" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/4chtt12k98xwnba1nimld2oyg"></icon> </button> <ul data-max-num-to-show="0" class="show-more-less__list show-more-less__list--hide-after-0" data-impression-id="learning-course_toc-section_show-more-less"> <li class="toc-item"> <a data-tracking-control-name="learning-course_tocItem" data-tracking-will-navigate href="https://fr.linkedin.com/learning/desamorcer-un-conflit-avec-un-client/reagir-quand-un-client-reclame-un-responsable?autoplay=true&trk=learning-course_tocItem" class="toc-item__link" aria-current="false"> <span class="a11y-text">(Verrouillé)</span> <icon class="table-of-contents__item-status table-of-contents__item-status--locked" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cfu0devb5o77ym5x8vv0oilfz" data-svg-class-name="table-of-contents__item-status-svg--locked"></icon> <div class="table-of-contents__item-details"> <div class="table-of-contents__item-title"> Réagir quand un client réclame un responsable </div> <div class="table-of-contents__item-duration"> 2 m 57 s </div> </div> </a> </li> <li class="toc-item"> <a data-tracking-control-name="learning-course_tocItem" data-tracking-will-navigate href="https://fr.linkedin.com/learning/desamorcer-un-conflit-avec-un-client/reagir-quand-un-client-conteste-votre-politique?autoplay=true&trk=learning-course_tocItem" class="toc-item__link" aria-current="false"> <span class="a11y-text">(Verrouillé)</span> <icon class="table-of-contents__item-status table-of-contents__item-status--locked" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cfu0devb5o77ym5x8vv0oilfz" data-svg-class-name="table-of-contents__item-status-svg--locked"></icon> <div class="table-of-contents__item-details"> <div class="table-of-contents__item-title"> Réagir quand un client conteste votre politique </div> <div class="table-of-contents__item-duration"> 2 m 49 s </div> </div> </a> </li> <li class="toc-item"> <a data-tracking-control-name="learning-course_tocItem" data-tracking-will-navigate href="https://fr.linkedin.com/learning/desamorcer-un-conflit-avec-un-client/reagir-quand-un-client-crie-ou-jure?autoplay=true&trk=learning-course_tocItem" class="toc-item__link" aria-current="false"> <span class="a11y-text">(Verrouillé)</span> <icon class="table-of-contents__item-status table-of-contents__item-status--locked" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cfu0devb5o77ym5x8vv0oilfz" data-svg-class-name="table-of-contents__item-status-svg--locked"></icon> <div class="table-of-contents__item-details"> <div class="table-of-contents__item-title"> Réagir quand un client crie ou jure </div> <div class="table-of-contents__item-duration"> 2 m 19 s </div> </div> </a> </li> <li class="toc-item"> <a data-tracking-control-name="learning-course_tocItem" data-tracking-will-navigate href="https://fr.linkedin.com/learning/desamorcer-un-conflit-avec-un-client/reagir-quand-il-est-impossible-d-acceder-a-la-demande-du-client?autoplay=true&trk=learning-course_tocItem" class="toc-item__link" aria-current="false"> <span class="a11y-text">(Verrouillé)</span> <icon class="table-of-contents__item-status table-of-contents__item-status--locked" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cfu0devb5o77ym5x8vv0oilfz" data-svg-class-name="table-of-contents__item-status-svg--locked"></icon> <div class="table-of-contents__item-details"> <div class="table-of-contents__item-title"> Réagir quand il est impossible d’accéder à la demande du client </div> <div class="table-of-contents__item-duration"> 2 m 42 s </div> </div> </a> </li> </ul>  </div> </li> <li class="toc-section"> <div class="show-more-less"> <button class="show-more-less__button show-more-less__more-button show-more-less-button " aria-expanded="false" data-tracking-control-name="learning-course_toc-section_show_more"> Conclusion <icon class="show-more-less__button--chevron show-more-less-button-icon" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cyolgscd0imw2ldqppkrb84vo"></icon> </button> <button class="show-more-less__button show-more-less__less-button show-more-less-button show-more-less__button--hide" aria-expanded="false" data-tracking-control-name="learning-course_toc-section_show_more"> Conclusion <icon class="show-more-less__button--chevron show-more-less-button-icon" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/4chtt12k98xwnba1nimld2oyg"></icon> </button> <ul data-max-num-to-show="0" class="show-more-less__list show-more-less__list--hide-after-0" data-impression-id="learning-course_toc-section_show-more-less"> <li class="toc-item"> <a data-tracking-control-name="learning-course_tocItem" data-tracking-will-navigate href="https://fr.linkedin.com/learning/desamorcer-un-conflit-avec-un-client/commencer-arreter-continuer?autoplay=true&trk=learning-course_tocItem" class="toc-item__link" aria-current="false"> <span class="a11y-text">(Verrouillé)</span> <icon class="table-of-contents__item-status table-of-contents__item-status--locked" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/cfu0devb5o77ym5x8vv0oilfz" data-svg-class-name="table-of-contents__item-status-svg--locked"></icon> <div class="table-of-contents__item-details"> <div class="table-of-contents__item-title"> Commencer-arrêter-continuer </div> <div class="table-of-contents__item-duration"> 1 m 21 s </div> </div> </a> </li> </ul>  </div> </li> </ul> </section> <section class="aside-section-container mb-4 subscription-value-props-aside-section"> <h2 class="aside-section-container__title section-title"> Ce qui est inclus : </h2>  <div class="aside-section-container__content break-words"> <ul>  <li class="subscription-value-props-aside-section__list-item"> <span class="subscription-value-props-aside-section__value-prop-label">Testez vos connaissances</span> <span class="subscription-value-props-aside-section__value-prop-sublabel">4 Quiz</span> </li> <li class="subscription-value-props-aside-section__list-item"> <span class="subscription-value-props-aside-section__value-prop-label">Apprenez même en déplacement</span> <span class="subscription-value-props-aside-section__value-prop-sublabel">Accès sur tablette et téléphone</span> </li> <li class="subscription-value-props-aside-section__list-item"> <span class="subscription-value-props-aside-section__value-prop-label">Restez au courant</span> <span class="subscription-value-props-aside-section__value-prop-sublabel">Crédits de formation continue</span> </li> </ul> </div> </section> <section class="aside-section-container mb-4 similar-courses-aside-section"> <h2 class="aside-section-container__title section-title"> Voir des cours 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href="https://fr.linkedin.com/learning/topics/outils-et-logiciels-bureautiques?trk=learning-course_browsemap_link" data-js-module-id="link-column-link" data-tracking-control-name="learning-course_browsemap_link" data-tracking-will-navigate> Outils et logiciels bureautiques </a> </li> <li class="tw-link-column-item"> <a class="link tw-linkster-link" href="https://fr.linkedin.com/learning/topics/petites-entreprises-et-entrepreneuriat?trk=learning-course_browsemap_link" data-js-module-id="link-column-link" data-tracking-control-name="learning-course_browsemap_link" data-tracking-will-navigate> Petites entreprises et entrepreneuriat </a> </li> <li class="tw-link-column-item"> <a class="link tw-linkster-link" href="https://fr.linkedin.com/learning/topics/ressources-humaines-16117026?trk=learning-course_browsemap_link" data-js-module-id="link-column-link" data-tracking-control-name="learning-course_browsemap_link" data-tracking-will-navigate> Ressources humaines </a> </li> <li 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