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Service Client: les principes incontournables

Service Client: les principes incontournables

          
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About the Book

Prendre le leadership du service client de votre secteur pourrait vous amener à gagner bien plus d'argent que vous ne le pensez, et pas seulement en fidélisant vos clients. Dans ce livre, vous verrez que le service client n'est pas une charge, mais peut au contraire être un investissement rentable si c'est bien fait.Le service à la clientèle est un élément important dans la réussite d'une entreprise. C'est dans l'interaction qu'un client peut avoir avec le service client qu'il va se faire une idée de la qualité générale des produits de votre entreprise, et c'est plus particulièrement vrai si le client a un problème qu'il veut résoudre. En effet, c'est quand quelque chose se passe mal que le client va pouvoir se faire une idée du sérieux d'une entreprise.Il y a quelques années, j'ai acheté un ordinateur notebook à 250 . Le chargeur qui était dans la boite ne fonctionnait pas. Je suis retourné dans la boutique où j'avais acheté l'ordinateur pour expliquer mon problème et changer le chargeur d'autant qu'il y avait un ordinateur équivalent en démonstration avec un chargeur qui marche. La réponse du vendeur de la boutique a été cinglante: maintenant que vous l'avez acheté, ce n'est plus notre problème, vous n'avez qu'à vous adresser au constructeur . Autant vous dire que cette aventure est devenu mon exemple fétiche de ce qu'était un mauvais service client, et dans toutes mes formations, je cite nommément cette boutique. Ma mésaventure aurait pu s'arrêter là, mais le service client du constructeur était quasi injoignable au téléphone, il m'a fallu deux jours pour joindre quelqu'un, et une fois quelqu'un au téléphone, j'ai appris que le délai pour m'envoyer un nouveau chargeur était de trois semaines. J'ai donc été obligé d'acheter un chargeur à mes frais. A l'inverse, si le fabricant de l'ordinateur avait résolu rapidement mon problème, il est probable que cela aurait amélioré ma perception de la valeur de sa marque. Cette marque serait devenue un choix prioritaire dans le futur car si ça se passe mal, ils résolvent le problème . Retenez cette chose importante: quand vous résolvez les problèmes des clients avec efficacité, vous les transformez en clients fidèles car ils estiment ne plus prendre de risque à acheter vos produits ou vos services. Par contre, 95% des consommateurs partageront une mauvaise expérience client avec plus de cinq personnes. En conclusion, un bon service client rassure les clients, il leur donne l'opportunité de parler de votre entreprise en bien et permet à votre entreprise de se différencier des concurrents, chose importante si les produits que vous proposez ne sont pas si différents de ceux des concurrents.


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Product Details
  • ISBN-13: 9791091224284
  • Publisher: Smartalbinos
  • Publisher Imprint: Smartalbinos
  • Height: 229 mm
  • No of Pages: 166
  • Series Title: Business Pratique
  • Sub Title: les principes incontournables
  • Width: 152 mm
  • ISBN-10: 1091224285
  • Publisher Date: 23 Feb 2020
  • Binding: Paperback
  • Language: French
  • Returnable: N
  • Spine Width: 9 mm
  • Weight: 231 gr


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