Todos amamos el buen trato, la comunicación asertiva y una linda sonrisa cuando requerimos un servicio de atención al cliente.
Una mala atención al cliente deja mucho que desear. En un negocio o empresa en donde no se tiene el debido cuidado sobre el servicio, son comunes las caras largas, la impaciencia y el poco interés por atender las necesidades de los clientes, en palabras simples, es el gran talón de Aquiles de las empresas de servicio a nivel nacional.
Por ejemplo, el 90% de los turistas consideran haber tenido una grata experiencia en Panamá, sin embargo afirman que es necesario mejorar la atención al cliente. ¿Qué podemos hacer al respecto? Lo primero, es capacitar al personal sobre la adecuada atención al cliente.
Para ayudarte a mejorar el servicio de atención al cliente, te compartimos los 10 mandamientos que te ayudarán a mejorar la experiencia de servicio en tu empresa:
Ser empático
El trato personalizado y con empatía es crucial para brindar un buen servicio de atención al cliente, ésto permite conectar con las personas de forma que les agrade estar en el negocio, tienda, empresa o zona turística.
Cuidar el lenguaje corporal
Las posturas del cuerpo dicen más que las palabras, mostrar una buena actitud por medio de una sonrisa amable, contacto visual con las personas y movimientos ligeros de las manos demuestra seguridad, tranquilidad, amabilidad y genera confianza en el cliente.
Comprender las necesidades del cliente
Es preocuparse realmente por las necesidades del cliente. Recuerda que el cliente siempre tiene la razón -hasta que se demuestre lo contrario- Escúchalo con interés y busca verdaderas soluciones a sus necesidades.
Sorprender al cliente
Cuida los detalles, sorprende al cliente con pequeñas acciones extra, ve un paso adelante agregando valor a la persona. Una buena estrategia es: obsequiar muestras de productos o brindarles una bebida; es hacer de la estancia un lugar acogedor.
Cumplir los tiempos de respuesta y seguimiento
Es importante cumplir lo que se dice, esto además es un código de honor. Es importante también, que en caso de queja o sugerencia el cliente sepa dónde acudir y con quién hablar; y sea bien recibido por el personal de atención al cliente.
Compartir información
Los canales de comunicación deben estar abiertos en todo momento, va más allá de la publicidad, incluyendo información valiosa sobre la empresa, hasta el feedback por las redes sociales.
Usar un lenguaje sencillo
Utilizar un lenguaje técnico no siempre demuestra conocimiento sobre un tema. Procura comunicarte de forma clara, precisa y sencilla pero sin escatimar explicaciones al cliente sobre el servicio o producto.
Originalidad
Crea experiencias que tus clientes identifiquen con el concepto de la empresa y las puedan compartir. También toma en cuenta la autoevaluación para mejorar las estrategias de atención al cliente.
Ser honesto y congruente
En la transparencia se construyen las relaciones duraderas.
y desde luego, hacer bien las cosas
La mejor fortaleza de una organización es tener clientes felices que comuniquen en su entorno el buen servicio de atención al cliente recibido por la empresa.
El servicio de atención al cliente brindado por el personal de contacto es la cara que representa a la empresa u organización ¿Qué impresión queremos causar? Es importante tomar en cuenta, que los clientes se fidelizan con la marca por la atención y dedicación recibida durante la preventa, la venta y la posventa, es decir, este servicio es un proceso continuo que debe realizarse de la forma más eficiente y personal posible. En consecuencia invertir en el servicio de atención al cliente es por mucho una estrategia y obligación si se quiere ser exitoso como corporación.
Para capacitaciones de personal sobre atención al cliente puedes escribirnos a ventas@markaevents.com.
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