Résoudre le problème du client - Tutoriel vidéo Désamorcer un conflit avec un client | LinkedIn Learning, anciennement Lynda.com

<!DOCTYPE html> <html lang="fr"> <head> <meta name="pageKey" content="d_learning_course_video_guest">  <meta name="linkedin:pageTag" content="locked_video"> <meta name="locale" content="fr_FR"> <meta id="config" data-app-version="2.0.2217" data-call-tree-id="AAYn6i5FaXqoGj5eKlWDgA==" data-multiproduct-name="learning-guest-frontend" data-service-name="learning-guest-frontend" data-browser-id="d571d81c-23dc-445d-888b-6f5d04323f45" data-enable-page-view-heartbeat-tracking data-page-instance="urn:li:page:learning_course_video_guest;30b9xKVYRje8Q92gbwf+MQ==" data-disable-jsbeacon-pagekey-suffix="false" data-member-id="0"> <link rel="canonical" href="https://fr.linkedin.com/learning/desamorcer-un-conflit-avec-un-client/resoudre-le-probleme-du-client">     <link rel="manifest" href="/homepage-guest/manifest.json" crossorigin="use-credentials">  <script> function getDfd() {let yFn,nFn;const p=new Promise(function(y, n){yFn=y;nFn=n;});p.resolve=yFn;p.reject=nFn;return p;} window.lazyloader = getDfd(); window.tracking = getDfd(); window.impressionTracking = getDfd(); window.ingraphTracking = getDfd(); window.appDetection = getDfd(); window.pemTracking = getDfd(); </script>  <link rel="icon" href="https://static.licdn.com/aero-v1/sc/h/444zstxv7s91nepfm5et6ofge"> <title>Résoudre le problème du client - Tutoriel vidéo Désamorcer un conflit avec un client | LinkedIn Learning, anciennement Lynda.com</title> <meta name="robots" content="noarchive, max-image-preview:large"> <meta name="description" content="Une des clés de la désescalade, c’est d’avancer vers la résolution en réglant le problème ou en proposant une explication de ce qui va suivre. La résolution est simple s’il est possible de régler le problème tout de suite, mais bien souvent, il faut proposer une explication. Découvrez les meilleurs moyens d’expliquer les choses à un client contrarié."> <meta property="og:site_name" content="LinkedIn"> <meta name="twitter:site" content="@LI_Learning"> <meta name="twitter:card" content="summary"> <meta name="litmsProfileName" content="learning-guest-frontend"> <meta property="og:title" content="Résoudre le problème du client - Tutoriel vidéo Désamorcer un conflit avec un client | LinkedIn Learning, anciennement Lynda.com"> <meta name="twitter:title" content="Résoudre le problème du client - Tutoriel vidéo Désamorcer un conflit avec un client | LinkedIn Learning, anciennement Lynda.com"> <meta property="og:description" content="Une des clés de la désescalade, c’est d’avancer vers la résolution en réglant le problème ou en proposant une explication de ce qui va suivre. 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Faire avancer la conversation veut dire qu’on règle le problème ou qu’on donne une explication de ce qui va suivre. La résolution est simple si on peut régler le problème tout de suite, mais bien souvent, il faut proposer une explication. Voyons donc les meilleurs moyens de donner une explication. Si vous ne pouvez pas faire ce que le client veut à cause de votre politique, essayez de dire : « Nous vous remercions de nous faire part de votre expérience, mais nous ne pouvons pas vous indemniser, car il s’agit d’une usure normale. » Vous devez parler avec assurance et fermeté quand vous dites au client ce que vous ne pouvez pas faire. Sinon, certains clients n’accepteront pas votre réponse. Ils demanderont à parler à un de vos supérieurs. Si vous devez expliquer la suite, dites : « J’ai noté votre demande de déverrouillage de téléphone. En général, cette opération prend deux jours ouvrables. Nous… </p> </div> </div> </section> </div>  <div class="tab__panel" tabindex="0" role="tabpanel" hidden> <section class="core-section-container my-3 offline">  <h2 class="core-section-container__title section-title"> Téléchargez des cours et suivez des formations même en déplacement </h2>  <div class="core-section-container__content break-words"> <p class="offline__description"> Regardez des cours sur votre appareil mobile sans connexion à internet. Téléchargez des cours avec votre appli LinkedIn Learning iOS ou Android. </p> <div class="offline__link-container"> <a class="offline__link" href="https://itunes.apple.com/fr/app/apple-store/id1084807225?ls=1&pt=10746&mt=8&ct=learning_course_tab_viewoffline&trk=apple_app_store" data-tracking-control-name="apple_app_store" data-tracking-will-navigate rel="noopener noreferrer" target="_blank"> <img alt="Télécharger sur l’App Store" class="offline__image" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/emczv26hz24woii2j4aleyry"> </a> <a class="offline__link" href="https://play.google.com/store/apps/details?id=com.linkedin.android.learning&referrer=utm_source=linkedinlearning&utm_medium=mobileWeb&utm_campaign=learning_guest&hl=fr&ct=learning_course_tab_viewoffline&trk=google_play_store" data-tracking-control-name="google_play_store" data-tracking-will-navigate rel="noopener noreferrer" target="_blank"> <img alt="Télécharger sur Google Play" class="offline__image" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/535kqf5rsexfx0lucb3t6palb"> </a> </div> <div class="footer-upsell-link"> <span class="footer-upsell-link__description"> Regardez ce cours où vous voulez, quand vous voulez. </span> <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%2Fresoudre-le-probleme-du-client&trk=offline_viewing&upsellTrk=lil_upsell_offline_viewing_subscription" data-tracking-control-name="lil_upsell_offline_viewing_subscription" data-tracking-impression-name="lil_upsell_offline_viewing_subscription" data-litms-tracking-control-name="lil_upsell_offline_viewing_subscription" data-tracking-will-navigate class="offline__upsell-link" data-test-live-offline-footer-sub-upsell> Commencez votre essai gratuit aujourd’hui. </a> </div> </div> </section> </div> </div> </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"> <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 show-more-less__button--hide" aria-expanded="true" 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 " aria-expanded="true" 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 " 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 toc-item--active"> <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="true"> <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> </main> <div class="pre-footer "> <section class="core-section-container my-3 price-disclaimer">    <div class="core-section-container__content break-words"> <p class="price-disclaimer__copy"> <sup class="price-disclaimer__copy--sup">*</sup>Le prix peut varier en fonction des informations relatives au profil et au pays de facturation saisies lors de l’identification ou de l’inscription </p> </div> </section> <section class="tw-linkster bg-cool-gray-20 browse-map" data-impression-id="learning-course_linkster" data-js-module-id="linkster"> <div class="max-w-screen-content-max-w w-full flex justify-between my-0 mx-auto mamabear:px-3 babybear:px-2 babybear:flex-col"> <div class="flex-1 w-1/2 pt-2 pr-4 pb-4 pl-0 babybear:pb-2 babybear:w-full babybear:border-b-1 babybear:border-solid babybear:border-color-border-low-emphasis babybear:last:border-b-0"> <h3 class="text-md font-bold text-color-text leading-open"> Parcourez la catégorie business </h3> <ul class="my-1"> <li class="tw-link-column-item"> <a class="link tw-linkster-link" href="https://fr.linkedin.com/learning/topics/strategie-et-analyse-metier?trk=learning-course_browsemap_link" data-js-module-id="link-column-link" data-tracking-control-name="learning-course_browsemap_link" data-tracking-will-navigate> Analyse et stratégie d'affaires </a> </li> <li class="tw-link-column-item"> <a class="link tw-linkster-link" href="https://fr.linkedin.com/learning/topics/leadership-et-developpement-professionnel?trk=learning-course_browsemap_link" data-js-module-id="link-column-link" data-tracking-control-name="learning-course_browsemap_link" data-tracking-will-navigate> Compétences professionnelles </a> </li> <li class="tw-link-column-item"> <a class="link tw-linkster-link" href="https://fr.linkedin.com/learning/topics/diversite-equite-et-inclusion-dei?trk=learning-course_browsemap_link" data-js-module-id="link-column-link" data-tracking-control-name="learning-course_browsemap_link" data-tracking-will-navigate> Diversité, équité, et inclusion (DEI&B) </a> </li> <li class="tw-link-column-item"> <a class="link tw-linkster-link" href="https://fr.linkedin.com/learning/topics/developpement-de-carriere-16111848?trk=learning-course_browsemap_link" data-js-module-id="link-column-link" data-tracking-control-name="learning-course_browsemap_link" data-tracking-will-navigate> Développement de carrière </a> </li> <li class="tw-link-column-item"> <a class="link tw-linkster-link" href="https://fr.linkedin.com/learning/topics/enseignement-et-pedagogie-16116198?trk=learning-course_browsemap_link" data-js-module-id="link-column-link" data-tracking-control-name="learning-course_browsemap_link" data-tracking-will-navigate> Enseignement et pédagogie </a> </li> <li class="tw-link-column-item"> <a class="link tw-linkster-link" href="https://fr.linkedin.com/learning/topics/finance-et-comptabilite?trk=learning-course_browsemap_link" data-js-module-id="link-column-link" data-tracking-control-name="learning-course_browsemap_link" data-tracking-will-navigate> Finance et comptabilité </a> </li> <li class="tw-link-column-item"> <a class="link tw-linkster-link" href="https://fr.linkedin.com/learning/topics/gestion-de-projet-16112729?trk=learning-course_browsemap_link" data-js-module-id="link-column-link" data-tracking-control-name="learning-course_browsemap_link" data-tracking-will-navigate> Gestion de projet </a> </li> <li class="tw-link-column-item"> <a class="link tw-linkster-link" href="https://fr.linkedin.com/learning/topics/leadership-et-management-16112728?trk=learning-course_browsemap_link" data-js-module-id="link-column-link" data-tracking-control-name="learning-course_browsemap_link" data-tracking-will-navigate> Leadership et management </a> </li> <li class="tw-link-column-item"> <a class="link tw-linkster-link" href="https://fr.linkedin.com/learning/topics/marketing-3?trk=learning-course_browsemap_link" data-js-module-id="link-column-link" data-tracking-control-name="learning-course_browsemap_link" data-tracking-will-navigate> Marketing </a> </li> <li class="tw-link-column-item"> <a class="link tw-linkster-link" 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data-tracking-control-name="language-selector-fi_FI" data-locale="fi_FI" role="menuitem" lang="fi_FI"> Suomi (Finnois) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="Français (Français) sélectionné" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link--selected" data-tracking-control-name="language-selector-fr_FR" data-locale="fr_FR" role="menuitem" lang="fr_FR"> <strong>Français (Français)</strong> </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="हिंदी (Hindi)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-hi_IN" data-locale="hi_IN" role="menuitem" lang="hi_IN"> हिंदी (Hindi) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="Magyar (Hongrois)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-hu_HU" data-locale="hu_HU" role="menuitem" lang="hu_HU"> Magyar (Hongrois) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="Bahasa Indonesia (Indonésien)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-in_ID" data-locale="in_ID" role="menuitem" lang="in_ID"> Bahasa Indonesia (Indonésien) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="Italiano (Italien)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-it_IT" data-locale="it_IT" role="menuitem" lang="it_IT"> Italiano (Italien) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="עברית (Hébreu)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-iw_IL" data-locale="iw_IL" role="menuitem" lang="iw_IL"> עברית (Hébreu) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="日本語 (Japonais)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-ja_JP" data-locale="ja_JP" role="menuitem" lang="ja_JP"> 日本語 (Japonais) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="한국어 (Coréen)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-ko_KR" data-locale="ko_KR" role="menuitem" lang="ko_KR"> 한국어 (Coréen) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="मराठी (Marathi)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-mr_IN" data-locale="mr_IN" role="menuitem" lang="mr_IN"> मराठी (Marathi) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="Bahasa Malaysia (Malaisien)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-ms_MY" data-locale="ms_MY" role="menuitem" lang="ms_MY"> Bahasa Malaysia (Malaisien) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="Nederlands (Néerlandais)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-nl_NL" data-locale="nl_NL" role="menuitem" lang="nl_NL"> Nederlands (Néerlandais) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="Norsk (Norvégien)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-no_NO" data-locale="no_NO" role="menuitem" lang="no_NO"> Norsk (Norvégien) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="ਪੰਜਾਬੀ (Penjabi)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-pa_IN" data-locale="pa_IN" role="menuitem" lang="pa_IN"> ਪੰਜਾਬੀ (Penjabi) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="Polski (Polonais)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-pl_PL" data-locale="pl_PL" role="menuitem" lang="pl_PL"> Polski (Polonais) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="Português (Portugais)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-pt_BR" data-locale="pt_BR" role="menuitem" lang="pt_BR"> Português (Portugais) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="Română (Roumain)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-ro_RO" data-locale="ro_RO" role="menuitem" lang="ro_RO"> Română (Roumain) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="Русский (Russe)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-ru_RU" data-locale="ru_RU" role="menuitem" lang="ru_RU"> Русский (Russe) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="Svenska (Suédois)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-sv_SE" data-locale="sv_SE" role="menuitem" lang="sv_SE"> Svenska (Suédois) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="తెలుగు (Télougou)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-te_IN" data-locale="te_IN" role="menuitem" lang="te_IN"> తెలుగు (Télougou) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="ภาษาไทย (Thaï)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-th_TH" data-locale="th_TH" role="menuitem" lang="th_TH"> ภาษาไทย (Thaï) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="Tagalog (Tagalog)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-tl_PH" data-locale="tl_PH" role="menuitem" lang="tl_PH"> Tagalog (Tagalog) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="Türkçe (Turc)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer 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