Singurul mod de a livra clientului o experien\u021b\u0103 bun\u0103 c\u00e2nd c\u0103l\u0103tore\u0219te cu trenul, este s\u0103 iei tu \u00eensu\u021bi trenul.
Recent, la Londra, am avut dou\u0103 experien\u021be de client: una bun\u0103 \u0219i una rea.
Cea bun\u0103 este legat\u0103 de o c\u0103l\u0103torie cu metroul. Trebuia s\u0103 merg diminea\u021ba, la 9, de la Paddington la Liverpool Street. Cum era or\u0103 de v\u00e2rf, era o mare de lume la Elizabeth line. Eram sigur\u0103 c\u0103 urma s\u0103 ajung t\u00e2rziu la conferin\u021b\u0103. Dar nu! \u00cen megafon ni s-a spus c\u0103, dat fiind c\u0103 au observat c\u0103 unii dintre c\u0103l\u0103tori au ratat dou\u0103 trenuri din cauza aglomera\u021biei, au decis s\u0103 introduc\u0103 un tren gol. Acesta urma s\u0103 plece de la Paddington \u00eenspre est, ca s\u0103 acomodeze marea de oameni. \u00centr-un minut a ap\u0103rut trenul! Ca s\u0103 nu mai zic c\u0103 \u00een tren, pe aceast\u0103 linie, totul este nou \u0219i, \u021bine\u021bi-v\u0103 bine, te po\u021bi conecta la wifi! Este important, de c\u00e2nd UK nu mai este parte din UE.
Iat\u0103 un exemplu de serviciu excelent pentru clien\u021bi.<\/p>\n\n\n\n
Pare c\u0103 cei de la Elizabeth line s-au pus foarte bine in pielea clientului. \u0218i au f\u0103cut ca la carte totul, astfel \u00eenc\u00e2t aceast\u0103 c\u0103l\u0103torie s\u0103 fie una memorabila.
Nu e cazul \u0219i \u00een cealalt\u0103 situa\u021bie despre care vreau s\u0103 povestesc. C\u00e2nd am ajuns la hotel, unul bun, de altfel, aflu c\u0103 acolo nu exist\u0103 tipul de camer\u0103 pe care mi-l v\u00e2nduse agen\u021bia. Am sunat la agen\u021bie \u0219i am avut parte de o surpriz\u0103 din partea managerului (a durat p\u00e2n\u0103 am ajuns la ea, am avut convorbiri cu oameni care mi-au spus c\u0103 nu ei decid). Managerul mi-a spus sec c\u0103 e o ne\u00een\u021belegere, c\u0103 o s\u0103 vad\u0103 ea luni cum gestioneaz\u0103 \u0219i ce ar putea face pentru mine dar c\u0103 ar fi cazul sa nu m\u0103 mai agit at\u00e2t!
Zero orientare catre client.<\/p>\n\n\n\n
O s\u0103 spune\u021bi: \u201eBine, \u0219i la ce te a\u0219teptai?\u201d La nimic altceva \u00een afar\u0103 de \u2018ne pare r\u0103u, este o eroare, vom fi aten\u021bi \u00een viitor!\u2019 To\u021bi putem gre\u0219i, conteaz\u0103 s\u0103 recunoa\u0219tem \u0219i s\u0103 ne str\u0103duim s\u0103 facem mai bine \u00een viitor. Dar c\u00e2nd cel care a gre\u0219it devine \u0219i arogant, agresiv, c\u00e2nd \u00ee\u021bi d\u0103 replica de parc\u0103 tot tu, client, l-ai deranjat, atunci e grav. Vorba mamei mele: el cu serviciul lui, tu cu banii t\u0103i. Te duci \u00een alt\u0103 parte.
Pare greu s\u0103 ne punem \u00een locul clientului. Dar poate c\u0103 e mai simplu dac\u0103 ne g\u00e2ndim la ce anume a\u0219tept\u0103m noi, atunci c\u00e2nd suntem clien\u021bi. Cum vrem s\u0103 fie serviciul? C\u00e2t de aten\u021bi la detalii am vrea s\u0103 fie ceilal\u021bi? Este un exerci\u021biu de empatie care poate ajuta.
\u00cen general, nu ne a\u0219tept\u0103m ca toate interac\u021biunile s\u0103 bat\u0103 \u00een stele. Dar ne a\u0219tept\u0103m la decen\u021b\u0103, la acest exerci\u021biu simplu de a ne imagina ce am a\u0219tepta noi, \u00een locul celuilalt.<\/p>\n\n\n\n
Voi ce experien\u021be pozitive ave\u021bi?
Weekly Inspiration scris de Georgeta Dendrino.<\/p>\n","protected":false},"excerpt":{"rendered":"
Singurul mod de a livra clientului o experien\u021b\u0103 bun\u0103 c\u00e2nd c\u0103l\u0103tore\u0219te cu trenul, este s\u0103 iei tu \u00eensu\u021bi trenul.Recent, la Londra, am avut dou\u0103 experien\u021be de client: una bun\u0103 \u0219i una rea.Cea…<\/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\/9655"}],"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=9655"}],"version-history":[{"count":1,"href":"https:\/\/i-interact.eu\/wordpress\/index.php?rest_route=\/wp\/v2\/posts\/9655\/revisions"}],"predecessor-version":[{"id":9656,"href":"https:\/\/i-interact.eu\/wordpress\/index.php?rest_route=\/wp\/v2\/posts\/9655\/revisions\/9656"}],"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=9655"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/i-interact.eu\/wordpress\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=9655"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/i-interact.eu\/wordpress\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=9655"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}