{"id":7689,"date":"2019-11-06T17:16:11","date_gmt":"2019-11-06T16:16:11","guid":{"rendered":"https:\/\/stk2019.acceseo.com.es\/la-bona-atencio-als-clients-es-premia\/"},"modified":"2019-11-06T17:16:11","modified_gmt":"2019-11-06T16:16:11","slug":"la-bona-atencio-als-clients-es-premia","status":"publish","type":"post","link":"https:\/\/www.atenciondellamadas.net\/ca\/la-bona-atencio-als-clients-es-premia\/","title":{"rendered":"La bona atenci\u00f3 als clients es premia."},"content":{"rendered":"<p>Aquests dies l&#8217;Associaci\u00f3 Espanyola d&#8217;Experts en Centres de Contacte amb Clients ha publicat els resultats d&#8217;un estudi molt interessant.<\/p>\n<p>Aquest ha reconegut amb el premi &#8216;CRC Oro 2011&#8217; a la millor atenci\u00f3 al client a Meli\u00e1 Hotels International per la seua destacada labor en servei dels clients.<\/p>\n<p>En no poques ocasions l&#8217;atenci\u00f3 al client queda en un segon gra\u00f3 o s&#8217;intenta que siga el que no \u00e9s. Per aquesta ra\u00f3, i a causa de la gran import\u00e0ncia d&#8217;aquesta \u00e0rea de les nostres empreses, anem a esmentar algunes bones i males pr\u00e0ctiques en atenci\u00f3 al client:<\/p>\n<h3><strong>Bones pr\u00e0ctiques:<\/strong><\/h3>\n<ul>\n<li><strong>Dimensionament correcte del departament d&#8217;atenci\u00f3 al client. <\/strong>\u00c9s econ\u00f2micament dif\u00edcil de justificar la dimensi\u00f3 del departament sobre la base dels pics de treball per\u00f2 es poden establir protocols d&#8217;actuaci\u00f3 en aquests pics perqu\u00e8 el client espere el menor temps possible.<\/li>\n<\/ul>\n<ul>\n<li><strong>Selecci\u00f3 del perfil professional adequat.<\/strong> Encara que a primera vista pot semblar senzill, un operador d&#8217;atenci\u00f3 al client ha de tenir una s\u00e8rie de qualitats personals que li permeten desenvolupar el seu treball correctament. Autocontrol, estabilitat emocional, comunicaci\u00f3, persuasi\u00f3 i orientaci\u00f3 al client s\u00f3n algunes d&#8217;elles. Mai cal perdre de vista que s\u00f3n la cara visible de l&#8217;empresa per a la qual treballen.<\/li>\n<\/ul>\n<ul>\n<li><strong>Pla de formaci\u00f3 cont\u00ednua. <\/strong>\u00c9s imprescindible formar al personal no tan sols en la utilitzaci\u00f3 de les eines tecnol\u00f2giques posades a la seua disposici\u00f3 per a realitzar el seu treball sin\u00f3 tamb\u00e9 en la filosofia de la nostra empresa, els valors que la defineixen i els objectius que volem complir. A m\u00e9s cada client t\u00e9 un funcionament diferent encara que nom\u00e9s siga en petits matisos que cal con\u00e8ixer i tenir-los en compte a l&#8217;hora de prestar un servei de qualitat i a\u00e7\u00f2 nom\u00e9s s&#8217;aconsegueix realitzant plans de formaci\u00f3 personalitzats per a atendre les trucades de cada client que confia en els nostres serveis.<\/li>\n<\/ul>\n<ul>\n<li><strong>No tots els clients s\u00f3n iguals<\/strong>. Enlla\u00e7ant amb el punt anterior, cada client \u00e9s un m\u00f3n i s&#8217;ha de personalitzar el servei d&#8217;atenci\u00f3 al client no \u00fanicament en les accions a escometre per a resoldre una trucada sin\u00f3 tamb\u00e9, per exemple, en la imatge que volen donar als seus propis clients. Hi ha clients que prefereixen donar una imatge cordial de la seua empresa \u00abBon dia, s\u00f3c xxxxx, en qu\u00e8 puc ajudar-li\u00bb i uns altres que prefereixen donar una imatge professional \u00abCl\u00ednica xxxxx, bon dia\u00bb aquests petits matisos marquen la difer\u00e8ncia entre un servei d&#8217;atenci\u00f3 al client a l&#8217;\u00fas o un totalment personalitzat.<\/li>\n<\/ul>\n<h3><strong>Males pr\u00e0ctiques:<\/strong><\/h3>\n<ul>\n<li><strong>Crear un departament d&#8217;atenci\u00f3 al client basat en despeses tangibles. <\/strong>Moltes vegades els departaments d&#8217;atenci\u00f3 al client tant interns com a externs estan infradimensionats perqu\u00e8 nom\u00e9s es tenen en compte les despeses de personal i no les intangibles, \u00abquina despesa significa un client insatisfet?\u00bb.<\/li>\n<\/ul>\n<ul>\n<li><strong>Atribuir poca import\u00e0ncia al departament dins de l&#8217;estructura de l&#8217;empresa.<\/strong> En ocasions ens trobem amb que el departament d&#8217;atenci\u00f3 al client ni tan sols \u00e9s un departament independent sin\u00f3 que el personal administratiu \u00e9s el que realitza aquestes funcions. Depenent de tipus d&#8217;empresa o del producte o servei que es comercialitza es pot generar fins i tot una mala reputaci\u00f3 de l&#8217;empresa perqu\u00e8 ven uns productes\/serveis de qualitat per\u00f2 no soluciona correctament les incid\u00e8ncies que puguen sorgir a posteriori.<\/li>\n<\/ul>\n<ul>\n<li><strong>Orientar el servei d&#8217;atenci\u00f3 al client d&#8217;acord a la posici\u00f3 en el mercat.<\/strong> Hi ha empreses que no presten una bona atenci\u00f3 als seus clients perqu\u00e8 la seua posici\u00f3 en el mercat \u00e9s dominant i per tant creuen que no necessiten un departament d&#8217;atenci\u00f3 al client d&#8217;acord a la qualitat dels seus productes ja que en qualsevol cas el client final ha de comprar-los. A l&#8217;operadora telef\u00f2nica m\u00e9s gran d&#8217;aquest pa\u00eds li ha ocorregut alguna cosa semblant i davant la p\u00e8rdua massiva de clients i per tant de la seua posici\u00f3 dominant ja est\u00e0 creant un servei d&#8217;atenci\u00f3 al client intern en lloc d&#8217;utilitzar com fins ara una subcontracta en un altre pa\u00eds.<\/li>\n<\/ul>\n<ul>\n<li><strong>Ignorar les noves vies de comunicaci\u00f3 amb els clients.<\/strong> Les noves generacions fan un \u00fas m\u00e9s social de la tecnologia. Els nostres productes ja no nom\u00e9s s\u00f3n bons o atractius per la inversi\u00f3 en publicitat que realitzem per a llan\u00e7ar-los al mercat, l&#8217;opini\u00f3 dels nostres clients \u00e9s un factor important a tenir en compte, no perqu\u00e8 abans no la tenien sin\u00f3 perqu\u00e8 ara l&#8217;opini\u00f3 dels nostres clients pot ser escoltada per milers de persones en les xarxes socials. L&#8217;ignorar aquests canals de comunicaci\u00f3 com a refor\u00e7 a l&#8217;atenci\u00f3 al client tradicional comen\u00e7a a ser un handicap que algunes empreses encara no han detectat. Evidentment la majoria de les converses telef\u00f2niques del nostre servei d&#8217;atenci\u00f3 al client no es poden traslladar a twiter o facebook per\u00f2 s\u00ed podem utilitzar aquests canals per a escoltar als nostres clients i crear un protocol d&#8217;actuaci\u00f3 adequat en resposta a les seues opinions o reclamacions.<\/li>\n<\/ul>\n<p>Degudament adaptats al volum i sector del nostre negoci aquests petits consells poden estalviar-nos moltes p\u00e8rdues de clients i altres conflictes que es podrien haver evitat posant una miqueta m\u00e9s de cura en despenjar el tel\u00e8fon.<\/p>\n<div style='text-align:center' class='yasr-auto-insert-visitor'><!--Yasr Visitor Votes Shortcode--><div id='yasr_visitor_votes_6f0ba0be89dc1' class='yasr-visitor-votes'><div class=\"yasr-custom-text-vv-before yasr-custom-text-vv-before-7689\">\u00a1Haz clic para puntuar esta entrada!<\/div><div id='yasr-vv-second-row-container-6f0ba0be89dc1'\r\n                                        class='yasr-vv-second-row-container'><div id='yasr-visitor-votes-rater-6f0ba0be89dc1'\r\n                                      class='yasr-rater-stars-vv'\r\n                                      data-rater-postid='7689'\r\n                                      data-rating='0'\r\n                                      data-rater-starsize='24'\r\n                                      data-rater-readonly='false'\r\n                                      data-rater-nonce='30446210fa'\r\n                                      data-issingular='false'\r\n                                    ><\/div><div class=\"yasr-vv-stats-text-container\" id=\"yasr-vv-stats-text-container-6f0ba0be89dc1\"><svg xmlns=\"https:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"20\"\r\n                                   class=\"yasr-dashicons-visitor-stats\"\r\n                                   data-postid=\"7689\"\r\n                                   id=\"yasr-stats-dashicon-6f0ba0be89dc1\">\r\n                                   <path d=\"M18 18v-16h-4v16h4zM12 18v-11h-4v11h4zM6 18v-8h-4v8h4z\"><\/path>\r\n                               <\/svg><span id=\"yasr-vv-text-container-6f0ba0be89dc1\" class=\"yasr-vv-text-container\">(Votos: <span id=\"yasr-vv-votes-number-container-6f0ba0be89dc1\">0<\/span>  Promedio: <span id=\"yasr-vv-average-container-6f0ba0be89dc1\">0<\/span>)<\/span><\/div><div id='yasr-vv-loader-6f0ba0be89dc1' class='yasr-vv-container-loader'><\/div><\/div><div id='yasr-vv-bottom-container-6f0ba0be89dc1'\r\n                              class='yasr-vv-bottom-container'\r\n                              style='display:none'><\/div><\/div><!--End Yasr Visitor Votes Shortcode--><\/div>","protected":false},"excerpt":{"rendered":"<p>Aquests dies l&#8217;Associaci\u00f3 Espanyola d&#8217;Experts en Centres de Contacte amb Clients ha publicat els resultats d&#8217;un estudi molt interessant. Aquest ha reconegut amb el premi &#8216;CRC Oro 2011&#8217; a la millor atenci\u00f3 al client a Meli\u00e1 Hotels International per la seua destacada labor en servei dels clients. En no poques ocasions l&#8217;atenci\u00f3 al client queda [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":7456,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"yasr_overall_rating":0,"yasr_post_is_review":"","yasr_auto_insert_disabled":"","yasr_review_type":"","footnotes":""},"categories":[212,216],"tags":[220,343,344],"class_list":["post-7689","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-atencion-al-cliente-ca","category-empresa-y-negocio-ca","tag-atencion-al-cliente-ca","tag-melia-ca","tag-premio-ca"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>La bona atenci\u00f3 als clients es premia.<\/title>\n<meta name=\"description\" content=\"Degudament adaptats a el volum i sector del nostre negoci aquests petits consells poden estalviar-moltes p\u00e8rdues de clients.\" 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