The client seems to be no reason

The client seems to have NO REASON

Carlos Mora Vanegas

Always stressed that the function of management in meeting the needs to ensure that consumers demand to ensure results that favor the organizations maintain open markets and conquered the possibility of entering other.

In an article on the role of consumers in the present tense, drawn by the newspaper El Universal, write to: the staff must understand that good customer care is not addressed in the simple sense of the word, but to positively influence people, "said Alberto Patiño, communications specialist

Download the demands on the recruitment results in the public abuse

"I acknowledge that I made a mistake," says Julia Diaz, who identified himself as a frequent user of the Caracas subway. "That day I had no money to buy the ticket and wanted to use the student ticket my daughter ... When I tried to go through the turnstile, an attendant stopped me and instead of my attention in a polite, I took the place shouts and insults. "

How many times have you heard similar stories from someone who has felt mistreated by staff at a service company? Or rather how many times have experienced "first hand" the hassle of having been treated with indifference, contempt or coldness of local managers?

Either because the operator tried to telephone banking as "kicks". Or the cashier at the pharmacy trust exceeded the call "my love". Or the employee at the bakery because he threw the coffee morning in a bad mood. Or the sales executive of a travel agency left him waiting "as a gafo" 15 minutes, without excuses or even say hello.

In short, the stories of abuse abound in this city. So the average citizen wonders what happens with what it calls "customer culture". Is there really or is it just a marketing strategy of companies?

Dugarte Marianella's view, a specialist in recruitment and selection of staff, poor service quality is a cultural problem in recent years has been exacerbated by a lack of qualified personnel.

"People are accustomed to being treated badly and so often behave like that. Is a cultural thing ... For those departments, one for the candidate to have a minimum level of education and verbal skills, but the market has become very restricted following the flight of talent. This has made many times we have to lower the levels of demands and recruit people who do not meet expectations. "

However, Alberto Patiño, communications expert, says that it is not a problem of culture. In his opinion, Venezuela has the perfect qualities to serve customers well, their ability to communicate, flexibility and charisma. The issue is that few are dedicated to train him.

"Everyone says that the customer is important, but there is no school that instruction about it. Not even a subject. From there, the staff has to learn by trial and error basis and causing harm to the client. The point is that such damages do not apologize. "

It should be clear that serving the client well not serve in the simple sense of the word, but to positively influence people. "

However, in those situations where the client feels that ceased to be the reason, the claim is usually the way to find a corrective. The point is that not everyone knows formalize their complaint without falling under discussion and not everyone knows accept a complaint as constructive criticism.

"They used to say that the complaint should be seen as a gift-Patino said, because the customer had invested time and money to complain to give you an opportunity to improve. But now advocate a change of perspective, as staff must see that if the customer complains is because their indifference to the work was evident. "

McDonald's signature, to cite one case, receives a monthly average of 2,000 calls and 400 emails, which are expressed grievances, complaints, suggestions or requests for information. In these cases, the company has set a deadline of 48 hours to give response to customer requirements.

According to Rolando Chavez, manager of communications, approach these mechanisms have served to make corrections. However, far from acknowledging that the quality of service has declined in the fast food segment, ensures that the competitive market that increasingly requires more efforts to better the customer experience.

GOLDEN RULES

- The authors of the book is the supreme art of customer service ensuring that people expect service companies always deliver what they promise.

- To respect strictly their time and who can decide what to do with it.

- Let those who attend are obsessed with the details, which react in a responsible, creative and fascinating to errors.

- Customers are upset, when they feel they are treated with indifference and coldness.

-When meet with contempt, disqualification, to get by or by machine and cardboard.

- When "the ball" responsibility.

It is definitely a very serious task of companies according to their social responsibility, to venture on satisfying their customers need to identify more with the culture of service in the Venezuelan scenario leaves a lot to say, not only in services public, even in private. It is therefore necessary to identify more with the responsibility to provide consumers with the care it deserves

• Source: www.eluniversal.com

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