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

A

une plainteformelle

Q

timeliness of service

A

la rapidité du service

Q

feedback

A

une rétroaction

Q

customer, client service

A

un serviceà la clientèle

Q

single point of access

A

un serviceà guichet unique

Q

client-centred service

A

un serviceaxé sur le client

Q

result-oriented service

A

un serviceaxé sur les résultats

Q

courteous service

A

un servicecourtois

Q

quality service

A

un servicede qualité

Q

poor/bad service

A

un servicede mauvaise qualité

Q

efficient service

A

un serviceefficace

Q

personalized service

A

un servicepersonnalisé

Q

secure service

A

un servicesécuritaire

Q

satisfaction rate

A

le taux de satisfaction

Q

response time

A

le temps de réponse

Q

to welcome a client, a customer

A

accueillirun client, une cliente

Q

to receive a complaint

A

accueillirune plainte

Q

to improve

A

améliorer

Q

to ensure, to guarantee

A

assurer

Q

to fulfill

A

combler

Q

to exceed client expectations

A

dépasser les attentes du client

Q

to maintain

A

entretenir

Q

to demonstrate

A

faire preuve de

Q

to provide information

A

fournir des renseignements

Q

to guarantee

A

garantir

Q

to maintain

A

maintenir

Q

to offer

A

offrir

Q

to make a complaint

A

porter plainte

Q

to receive a complaint

A

recevoir une plainte

Q

to meet, to respond to

A

répondre à

Q

to serve

A

servir

Q

to strive for excellence

A

viser l’excellence