\u201cTe rog s\u0103 \u00eemi spui dac\u0103 ceva nu e cum \u00ee\u021bi dore\u0219ti, dac\u0103 ai nemul\u021bumiri; dac\u0103 nu \u0219tiu, nu am cum s\u0103 schimb.\u201d
A\u0219a mi-a spus, acum mul\u021bi ani, o doamn\u0103 pe care am apreciat-o enorm. Era directoarea departamentului de Customer service al unei mari firme de telecom. Era pe vremea c\u00e2nd clien\u021bii erau trata\u021bi bine, firmele f\u0103ceau cursuri despre cum s\u0103 vorbe\u0219ti cu cei pe care \u00eei serve\u0219ti, cum s\u0103 ai o atitudine bun\u0103 fa\u021b\u0103 de ei.
De atunci, de c\u00e2te ori un client \u00eemi spune c\u0103 ceva nu i-a pl\u0103cut la un serviciu al firmei, m\u0103 str\u0103duiesc s\u0103 schimb, s\u0103 \u00eei dau ceva \u00een plus. Desigur c\u0103 nu e confortabil, desigur c\u0103 a\u0219 vrea s\u0103 am doar feedback bun. Dar mai \u0219i gre\u0219im, mai avem \u0219i sc\u0103p\u0103ri, inadecv\u0103ri.
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\u00cei apreciez pe cei care \u00eemi spun c\u00e2nd ceva nu merge. Mi se pare c\u0103 le pas\u0103, ceea ce nu este pu\u021bin lucru.
\u00cen ultimii ani pare c\u0103, de multe ori, feedbackul e primit prost. Mul\u021bi a\u0219teapt\u0103 doar s\u0103 fie l\u0103uda\u021bi, l\u0103sa\u021bi \u00een pace, cumva s\u0103 nu le strice nimeni lini\u0219tea. Dar cum evolu\u0103m dac\u0103 nu vedem \u0219i alte p\u0103reri, alte perspective, alte c\u0103i?
Am avut recent un episod nepl\u0103cut cu ma\u0219ina \u0219i am avut o experien\u021b\u0103 nepl\u0103cut\u0103 \u00een calitate de client.
O tabl\u0103 de la aripa ma\u0219inii mele s-a desprins \u0219i a lovit puternic oglinda, portiera. Eram pe autostrad\u0103, deci viteza era mare. Am tras pe dreapta \u0219i am scos acea bucat\u0103 de tabl\u0103 ce se mai \u021binea \u00een dou\u0103 \u0219uruburi, apoi am continuat drumul.
M-am speriat tare, desigur. Reflect\u00e2nd, pe drum, m-a \u00eengrozit g\u00e2ndul c\u0103, dac\u0103 se desprindea de tot, putea s\u0103 zboare prin parbrizul cuiva din spate \u0219i s\u0103 se \u00eent\u00e2mple o tragedie.
E bine c\u0103 a fost doar at\u00e2t.
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O surpriz\u0103 mare a venit \u00eens\u0103 de la firma de unde am cump\u0103rat ma\u0219ina. Cel care ne-a v\u00e2ndut-o a considerat spectaculos ce s-a \u00eent\u00e2mplat, apoi a afirmat c\u0103 nu e posibil, c\u0103 probabil am tras eu de acea tabl\u0103, altfel nu avea cum s\u0103 ias\u0103.
C\u00e2nd e\u0219ti client, te a\u0219tep\u021bi ca furnizorul s\u0103 te asculte, s\u0103 \u00eencerce s\u0103 \u00een\u021beleag\u0103 perspectiva ta, s\u0103 pun\u0103 \u00eentreb\u0103ri, s\u0103 fac\u0103 un efort de a ar\u0103ta empatie, apoi s\u0103 spun\u0103 c\u0103 va analiza, reveni cu posibile solu\u021bii.
Nic\u0103ieri, \u00een nicio carte citit\u0103 de mine, \u00een niciun curs urmat \u00een aceast\u0103 via\u021b\u0103 nu am g\u0103sit c\u0103 e bine s\u0103 iei clientul peste picior, s\u0103 nu ascul\u021bi, s\u0103 dai vina la client f\u0103r\u0103 a investiga \u00een prealabil.
Feedbackul este un cadou, spun unii. Ajut\u0103 s\u0103 fie \u00eempachetat cu grij\u0103, desigur, ca s\u0103 mai putem respira dup\u0103 ce \u00eel primim. Dar a respinge din start, a considera c\u0103 suntem cei care de\u021binem adev\u0103rurile absolute, a ne pozi\u021biona ca exper\u021bi prin defini\u021bie, iat\u0103 ni\u0219te re\u021bete sigure ce denot\u0103 rigiditate, autosuficien\u021b\u0103, limitare.
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Weekly Inspiration scris de Georgeta Dendrino.<\/p>\n","protected":false},"excerpt":{"rendered":"
\u201cTe rog s\u0103 \u00eemi spui dac\u0103 ceva nu e cum \u00ee\u021bi dore\u0219ti, dac\u0103 ai nemul\u021bumiri; dac\u0103 nu \u0219tiu, nu am cum s\u0103 schimb.\u201dA\u0219a mi-a spus, acum mul\u021bi ani, o doamn\u0103 pe care…<\/p>\n","protected":false},"author":1,"featured_media":9600,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[18],"tags":[],"_links":{"self":[{"href":"https:\/\/i-interact.eu\/wordpress\/index.php?rest_route=\/wp\/v2\/posts\/9618"}],"collection":[{"href":"https:\/\/i-interact.eu\/wordpress\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/i-interact.eu\/wordpress\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/i-interact.eu\/wordpress\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/i-interact.eu\/wordpress\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=9618"}],"version-history":[{"count":1,"href":"https:\/\/i-interact.eu\/wordpress\/index.php?rest_route=\/wp\/v2\/posts\/9618\/revisions"}],"predecessor-version":[{"id":9619,"href":"https:\/\/i-interact.eu\/wordpress\/index.php?rest_route=\/wp\/v2\/posts\/9618\/revisions\/9619"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/i-interact.eu\/wordpress\/index.php?rest_route=\/wp\/v2\/media\/9600"}],"wp:attachment":[{"href":"https:\/\/i-interact.eu\/wordpress\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=9618"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/i-interact.eu\/wordpress\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=9618"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/i-interact.eu\/wordpress\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=9618"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}