{"id":3624,"date":"2017-01-19T17:47:01","date_gmt":"2017-01-19T16:47:01","guid":{"rendered":"http:\/\/www.inesem.es\/revistadigital\/gestion-empresarial\/?p=3624"},"modified":"2017-01-19T17:47:36","modified_gmt":"2017-01-19T16:47:36","slug":"atencion-al-cliente","status":"publish","type":"post","link":"https:\/\/www.inesem.es\/revistadigital\/gestion-empresarial\/atencion-al-cliente","title":{"rendered":"Verdades y mentiras de la atenci\u00f3n al cliente"},"content":{"rendered":"<p style=\"text-align: justify;\">Cu\u00e1ntas veces hemos tenido que llamar al servicio de <strong>atenci\u00f3n al cliente<\/strong> de nuestra compa\u00f1\u00eda de tel\u00e9fono m\u00f3vil, nuestro banco, nuestro seguro de coche o cualquier otro producto o servicio que tengamos contratado y que ofrece un servicio de atenci\u00f3n telef\u00f3nico al cliente para que nos resuelvan alguna incidencia, queja o duda.<\/p>\n<p style=\"text-align: justify;\">Normalmente despu\u00e9s de varios minutos al tel\u00e9fono, habiendo contado nuestro problema alguien nos da una soluci\u00f3n en el mejor de los casos. No quiero echar por tierra los servicios de <strong>telemarketing<\/strong> que muchas empresas tienen implementados, es m\u00e1s, quiero defenderlos porque el fallo de la atenci\u00f3n al cliente no es algo que dependa 100% de las personas de este departamento. El problema es m\u00e1s profundo. Parte de ofrecer a sus empleados los medios adecuados para atender dichas llamadas telef\u00f3nicas y eso muchas veces no es del todo lo id\u00f3neo que podemos pensar nosotros como clientes al otro lado. Tambi\u00e9n est\u00e1n los <strong>protocolos internos<\/strong>, es decir, no todos los clientes son iguales y reciben la misma atenci\u00f3n ni prioridad. Tambi\u00e9n es cierto que las empresas no ofrecen los mejores productos a sus clientes, esto puede sonar chocante y raro, pero es cierto, las empresas ofrecen aquellos productos que les generan m\u00e1s utilidad o rentabilidad financiera y el cliente es una segunda opini\u00f3n.<\/p>\n<p style=\"text-align: justify;\">Quiz\u00e1s los departamentos comerciales y de telemarketing sean la cara de la empresa pero el fallo de atenci\u00f3n al cliente es un problema global, que empieza por no tener bien definidos los protocolos y estrategias y no ser consciente de las <strong>limitaciones propias<\/strong> en t\u00e9rminos log\u00edsticos, administrativos, manufactureros o de cualquier otra \u00edndole.<\/p>\n<p style=\"text-align: justify;\">La correcta gesti\u00f3n del cliente empieza por conocerse a uno mismo, a las personas, procesos, protocolos y tecnolog\u00eda disponibles. Se puede querer escalar el Everest, pero a lo mejor debemos empezar por subir a la monta\u00f1a m\u00e1s cercana que tengamos. Tener aspiraciones de grandeza no est\u00e1 mal, pero hay que vivir el d\u00eda a d\u00eda con nuestra realidad, sea la que sea y a partir de ah\u00ed construir lo mejor que seamos capaces de hacer, pero siempre con las 3 C\u2019s de nuestro lado: <strong>credibilidad, coherencia<\/strong> y\u00a0<strong>consecuencia<\/strong>\u00a0con lo que se dice y sobre todo con lo que ofrecemos y hacemos.<\/p>\n<p style=\"text-align: justify;\">Debemos facilitar soluciones y no generar expectativas porque s\u00ed.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>En ocasiones pagamos nuestra decepci\u00f3n con un producto con el departamento de atenci\u00f3n al cliente, cuando en ocasiones el problema viene de m\u00e1s profundo.<\/p>\n","protected":false},"author":89250,"featured_media":3625,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[38],"class_list":["post-3624","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-marketing-y-publicidad"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Atenci\u00f3n al cliente: Un problema de la estrategia comercial<\/title>\n<meta name=\"description\" content=\"En ocasiones pagamos nuestra decepci\u00f3n con un producto con el departamento de atenci\u00f3n al cliente, cuando en ocasiones el problema viene de m\u00e1s profundo.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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