porqué brindar un servicio al cliente de calidad

8/13/2019 Porqu brindar un Servicio al Cliente de Calidad

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Servicio al Cliente

Porque brindar una atencin de 5

Estrellas: Fundamentos y casos


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Porqu brindar un Servicio de 5 Estrellas?

Para hacer a los clientes felices

Para fortalecer la lealtad de los clientes

Para fortalecer la estrategia de mercadeo

Para cumplir con los estndares de servicio

Para ganar ms dinero

Si tuviera que elegir una sola de las alternativas, cul elegira y porqu?

Se podra argumentar que todas son correctas. De hecho todas estn relacionadas, pero si

miramos con detencin, nos daremos cuenta que el mercadeo, la lealtad del cliente, elcumplimiento y el dinero no son el fin ltimo del servicio.

El fin ltimo del servicio es hacer a feliz a un cliente a travs de una experiencia excepcional de

servicio.

Ganar dinero puede ser una consecuencia de dicho servicio, mientras que las otras alternativas son

en el fondo medios para brindar dicha felicidad.

Hacer feliz a una persona a travs del servicio es lo que actualmente se conoce como agregar valor

al cliente y tambin como satisfaccin del cliente

La Sastisfaccin del Cliente es la base sobre la cul se logran el crecimiento y las utilidades es el

ingrediente esencial que finalmente define el xito de los negocios.


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SUPERMARKET CUSTOMER CASE: March 7, 2007 10:48 PM

What really gets to me, in any store, is the number of people who go to the express aisle with

double and triple the item limit. Stores should train the cashiers to send those customers to

another line. I had a very bad experience in Target with two ladies with shopping carts full of

merchandise in a 10-item limit line. The cashier gave me the deer in the headlights look whenI complained and demanded to see the store manager, who did nothing except say that she

hoped the rest of my day went better.

Associate - SUPERMARKET - March 11, 2007 11:19 AM

Becoming an associate at Wal-Mart after owning my own company for 14 years has taught

me a few things. Yeah, the pay sucks and yeah, the benefits are not too cool either, but at my

age, I am grateful as hell to have a job. My contact with customers and the informationand/or help I provide them is a matter of personal pride and has nothing whatsoever to do

with Wal-Mart. As a consumer, I long ago realized that people are people, no matter what

their job. Some are nice; some are not. And I will guarantee you that a helpful, courteous

salesperson that takes that one step further is exactly the person I will seek out when

shopping again. Especially if they are honest and caring, because life is about touching one

another, and we all need that. It only takes one rotten employee to ruin customer loyalty. Big

Brother is not watching the associates minute by minute, so pleaseas a consumer

complain to management when an employee is rude, careless, or not helpful. Management

has no way of knowing unless you rock the boat. As a company employee, I could complain all

day long, but my complaints would never be considered as seriously as those of the person

who pays the bills.


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Jean

March 12, 2007 12:14 AM

I work at a grocery store behind the deli counter. My pay is less than I would like, but

after being a stay-at-home mom and not being out in the world for so long, I love

going to work. I focus on one customer at a time, try to give them just what they askfor, and am always cheerful and polite. Just as I was taught growing up, I treat them as

I would like to be treated. Also, I realized when I didn't get out much, that the times I

did, just a few minutes with someone who showed me I wasn't just another number

and shared a few smiles and maybe a quick laugh or two, can make a big difference in

someone's day. So I really focus on each person and enjoy when they say "thank you

very much" and give a warm smile. That's when I know I am doing a great job, and notonly for the company. I feel good inside and know I made my customer feel the same

way.


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Midge

April 14, 2007 11:23 AM

I work for Wal-Mart as an overnight stocker. When customers come in and ask

me for help to find an item, I do my best to help them find it. I have even spentas much as 45 minutes measuring out material for customers in Fabrics and

Crafts. I have been written up and am in danger of losing my job because I don't

stock the shelves fast enough. Go figure.

mrmel01

December 20, 2007 03:06 PMCustomer service is essential to all companies. The representatives should be

well trained, and selected according to their "people skills" and knowledge.

Everyone is not suited for that position. As customer service "reps," they should

realize that they are "the company" to the customer, and never make the

communication personal. Stay calm, focused, and listen intently. This will assist

you in handling any type of inquiry. I spent 35 years as a customer servicerepresentative in New York City.


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Porqu brindar un Servicio de 5 Estrellas?

Para hacer a los clientes felices

Para fortalecer la lealtad de los clientes

Para fortalecer la estrategia de mercadeoPara cumplir con los estndares de servicio

Para ganar ms dinero

Si tuviera que elegir una sola de las alternativas, cul elegira y porqu?

Se podra argumentar que todas son correctas. De hecho todas estn relacionadas,pero si miramos con detencin, nos daremos cuenta que el mercadeo, la lealtad del

cliente, el cumplimiento y el dinero no son el fin ltimo del servicio.

El fin ltimo del servicio es hacer a feliz a un cliente a travs de una experiencia

excepcional de servicio.

Ganar dinero puede ser una consecuencia de dicho servicio, mientras que las otras

alternativas son en el fondo medios para brindar dicha felicidad.

porqué brindar un servicio al cliente de calidad

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