CSPS Vocabulaire - Service à la clientèle Flashcards by Jed Cahill

Q

client-focussed approach

A

une approche axée sur le client

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Q

quality assurance

A

l’assurance (f.) de la qualité

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Q

client expectations

A

les attentes (f.) des clients

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Q

client needs

A

les besoins (m.) des clients

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Q

client

A

client/cliente

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Q

demanding client

A

un/une client/cliente exigeant/exigeante

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Q

external client

A

un/une client/clienteexterne

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Q

dissatisfied client

A

un/une client/cliente insatisfait/insatisfaite

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Q

internal client

A

un/une client/clienteinterne

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Q

satisfied client

A

un/une client/clientesatisfait/satisfaite

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Q

client feedback

A

les commentaires (m.) des clients

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Q

staff expertise

A

la compétence du personnel

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Q

request

A

la demande

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Q

service pledge, service commitment

A

l’ engagement (m.) en matière de service

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Q

commitment to excellence

A

un engagement envers l’excellence

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Q

service excellence

A

l’excellence (f.) du service

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Q

service reliability

A

la fiabilité du service

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Q

standards

A

les normes (f.)

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Q

quality standards

A

les normes de qualité (f.)

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Q

complaint

A

une plainte

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Q

writtencomplaint

A

une plainteécrite

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Q

formal complaint

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A

une plainteformelle

Q

timeliness of service

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A

la rapidité du service

Q

feedback

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A

une rétroaction

customer, client service

un service à la clientèle

single point of access

un service à guichet unique

client-centred service

un service axé sur le client

result-oriented service

un service axé sur les résultats

courteous service

un service courtois

quality service

un service de qualité

poor/bad service

un service de mauvaise qualité

efficient service

un service efficace

personalized service

un service personnalisé

secure service

un service sécuritaire

satisfaction rate

le taux de satisfaction

response time

le temps de réponse

to welcome a client, a customer

accueillir un client, une cliente

to receive a complaint

accueillir une plainte

to improve

améliorer

to ensure, to guarantee

assurer

to fulfill

combler

to exceed client expectations

dépasser les attentes du client

to maintain

entretenir

to demonstrate

faire preuve de

to provide information

fournir des renseignements

to guarantee

garantir

to maintain

maintenir

to offer

offrir

to make a complaint

porter plainte

to receive a complaint

recevoir une plainte

to meet, to respond to

répondre à

to serve

servir

to strive for excellence

viser l’excellence