{"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 &#8220;Bon dia, s\u00f3c xxxxx, en qu\u00e8 puc ajudar-li&#8221; i uns altres que prefereixen donar una imatge professional &#8220;Cl\u00ednica xxxxx, bon dia&#8221; 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, &#8220;quina despesa significa un client insatisfet?&#8221;.<\/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_f43aab4566917' 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-f43aab4566917'\r\n                                        class='yasr-vv-second-row-container'><div id='yasr-visitor-votes-rater-f43aab4566917'\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='0a3ebaf8e3'\r\n                                      data-issingular='false'\r\n                                    ><\/div><div class=\"yasr-vv-stats-text-container\" id=\"yasr-vv-stats-text-container-f43aab4566917\"><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-f43aab4566917\">\r\n                                   <path d=\"M18 18v-16h-4v16h4zM12 18v-11h-4v11h4zM6 18v-8h-4v8h4z\"><\/path>\r\n                               <\/svg><span id=\"yasr-vv-text-container-f43aab4566917\" class=\"yasr-vv-text-container\">(Votos: <span id=\"yasr-vv-votes-number-container-f43aab4566917\">0<\/span>  Promedio: <span id=\"yasr-vv-average-container-f43aab4566917\">0<\/span>)<\/span><\/div><div id='yasr-vv-loader-f43aab4566917' class='yasr-vv-container-loader'><\/div><\/div><div id='yasr-vv-bottom-container-f43aab4566917'\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":"open","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 v26.3 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\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.\" \/>\n<meta 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