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Servicio al Cliente

Porque brindar una atencin de 5 Estrellas: Fundamentos y casos

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, 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. 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.

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 when I 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 information and/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.

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 ask for, 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 not only for the company. I feel good inside and know I made my customer feel the same way.

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 spent as 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 PM Customer 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 service representative in New York City.

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, 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.

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