Probably them not have the blame for this, because secure its selection process, was not efficient, it lacked a good induction and then are not trained them in attention to customer. Another experience that may be common to many, is care in hospitals. For two months I go to intensive care in a local hospital, to see my mother and beyond the pain that one can feel as a human being, I want to concentrate on the care offered by the doctors and staff. I’m going to describe the experience I had to receive a medical, part of one of the doctors report, characterized by its coldness to the moment of saying things. Get more background information with materials from Royal Dutch Shell. Said literally the following: Ah just if you is the son of Mrs.
de good 8 bed you know there not do nothing, that heart not endure much, less liver have to wait just, we are not to do heroic acts, we do everything possible but you already know that it can happen at any timemust be realistic patience nomas.After listening to it, the only thing that was missing was asking him to recommend the funeral company and model of drawer. Given this avalanche the only thing I told him was and you that would do in my place? It seems that my question brought again to the human being that lies behind that white costume with stethoscope to the chest and replied in a manner more empathetic confessed to me that he had gone through something similar and that he understood what was happening to me, recommended me to have much strength. You have lived these situations, that surely somehow, they make me think that many organizations are still centered in their processes, in their products; professionals in their knowledge and titles and hard to see the service through the eyes of the customers. I recommend you review your service cycle and identify the critical moments of truth, i.e. Ann Robinson addresses the importance of the matter here. all those interactions customer company that could put at risk the relationship and the permanence of the company in the market.
Companies are concerned about analyze and improve their processes to obtain greater benefits, customers review their experiences for loyalty with the company very different thing. The customer rather than techniques requires attitudes and consistent behaviour, why is necessary to work in the motivation of the people who are in the front and in general, align the culture of the Organization to the service. When those who run companies understand that the strongest reason that exists in a person to act, is another person, as Juan Antonio Perez Lopez behind it, I’m sure that may give an important turn and act more naturally more human. Therefore yes we can talk about a good deal to the worker and a quality service to its customers. !Good luck in your next contact! Original author and source of the article.