31Ene
By: admin On: enero 31, 2017 In: Servicios Comments: 63

En GVE contamos con un abarcador Programa de Servicio que logra impactar la satisfacción de los clientes y lograr competitividad de la empresa.  Tiene los siguientes objetivos:

  • Lograr una Plena Satisfacción de los clientes
  • Estandarizar el servicio
  • Convertir el servicio en una herramienta de diferenciación y competitividad

 

  • COMPONENTES DEL PROGRAMA DE SERVICIO

  1. Actitud hacia el servicio y los clientes.
    1. Es imposible desarrollar destrezas de servicio partiendo de actitudes negativas. En GVE entendemos que es necesario trabajar las actitudes de los empleados hacia el servicio y hacia los clientes. En la medida en que analizamos las actitudes como creencias, se trata de sembrar en los empleados las creencias apropiadas que se conviertan en terreno fértil para la cultura de servicio.
    2. Sabemos cómo desarrollar una actitud positiva de los empleados hacia el servicio y los clientes.
  2. Conocimiento de expectativas y niveles de satisfacción
    1. La empresa debe tener una idea clara de los niveles de satisfacción de sus clientes y sus expectativas, cuando se relacionan con la misma.
    2. Contamos con instrumentos dirigidos a conocer expectativas y niveles de satisfacción.
  3. Destrezas de servicio
    1. Con actitudes apropiadas y conocimiento del cliente, los empleados deben dominar las destrezas que tienen que ver con el trato y las relaciones y el contenido propiamente del servicio que se brinda.
    2. Contamos con el conocimiento y los métodos necesarios para desarrollar en los empleados niveles altos de destrezas de servicio.
  4. Estandarización del servicio
    1. Lo fundamental del servicio, debe ser estandarizado. El desarrollo, conocimiento y aplicación de estándares de servicio le da uniformidad y envía unas señales que crean una imagen apropiada del servicio que se brinda.
    2. Dominamos el proceso de estandarización dirigido a que todos los empleados se comporten utilizando los estándares de la empresa.
  5. Mejoramiento de los sistemas y procesos de trabajo
    1. La involucración de todos los empleados en un empeño por mejorar los sistemas y procesos de trabajo implica una iniciativa esencial de un programa de servicio.
    2. Dominamos los métodos conducentes al mejoramiento de los sistemas de trabajo que impactan a los clientes.
  6. Sistemas de relación con el cliente
    1. Los sistemas tecnológicos nos permiten sistematizar la relación con los clientes. Un Sistema de Gerencia de Relaciones con el cliente, posibilita el seguimiento apropiado y la comunicación proactiva con los clientes.
    2. Podemos ayudar a la empresa a desarrollar un Sistema de Gerencia de Relaciones.
  7. Mecanismos de diferenciación
    1. El servicio moderno obliga a la empresa a diferenciar su servicio. La gerencia de iniciativas dirigidas a sorprender al cliente es fundamental. Para ello es importante diseñar estrategias.
    2. Contamos con los conocimientos necesarios para el desarrollo de mecanismos de diferenciación.
  8. Medición del servicio
    1. Contamos con el conocimiento y recursos necesarios para conocer los niveles del servicio de la empresa, poder compararlos y desarrollar las estrategias necesarias para su mejoramiento.
    2. Dominamos los métodos de medición del servicio, desde Mistery Shoppers, hasta inspecciones del servicio con puntuación.
  9. Ventas y mercadeo
    1. La Cultura de Servicio crea las condiciones necesarias para la Venta y el Mercadeo. En una cultura de ventas, cada empleado se convierte en un promotor de la empresa.
    2. Dominamos a cabalidad cómo desarrollar en los empleados actitudes y destrezas hacia la venta.

  • MÉTODOS DE INTERVENCIÓN

A continuación enumeramos y resumimos los métodos que dominamos en Grupo Visión Empresarial dirigidos al desarrollo de una Cultura de Servicio Empresarial:

  1. Diagnóstico organizacional
    1. Es un proceso dirigido a conocer la realidad de la empresa en términos de la forma y el contenido del servicio al cliente que brinda.
    2. Va dirigido a conocer actitudes de los empleados hacia el servicio, motivaciones y moral, además de estudiar los sistemas de trabajo y procesos de servicio.
    3. Se hace con entrevistas semi-estructuradas y cuestionarios.
  2. Batería de pruebas
    1. Contamos con pruebas que miden las actitudes y destrezas de los empleados hacia el servicio
  3. Adiestramiento
    1. Contamos con un conjunto de seminarios y talleres dirigidos a:
      1. Crear conciencia sobre el servicio
      2. Entender al cliente y el servicio
      3. Desarrollar actitudes y motivación adecuadas
      4. Desarrollar destrezas de servicio
  4. Coaching
    1. Contamos con Coachs certificados que brindan apoyo en el manejo del comportamiento hacia el cliente.
  5. Medición y feedback
    1. Contamos con mecanismos de medición y retroalimentación que permiten conocer los resultados de los esfuerzos realizados.
  6. Planes de reconocimiento e incentivos
    1. Dominamos el arte de diseñar Programas de Reconocimiento e Incentivos dirigidos a fortalecer comportamientos de servicio de excelencia.
  7. Consultoría
    1. Trabajo con la alta gerencia y la supervisión de la empresa para facilitarles el trabajo de estructuración de iniciativas dirigidas al establecimiento de una Cultura de Servicio Empresarial.

  • ADIESTRAMIENTOS DE SERVICIO AL CLIENTE

A continuación presentamos un listado de los temas de adiestramientos relacionados con Servicio al Cliente:

  1. Servicio de Excelencia al Cliente
  2. Idiosincrasia del cliente moderno
  3. El servicio y la motivación
  4. Cómo trabajar las actitudes del empleado puertorriqueño hacia el servicio
  5. Actitud de servicio
  6. Importancia del Servicio al Cliente
  7. Una estrategia de servicio apropiada
  8. Metodología para la estandarización del servicio
  9. Relación y Trato a los clientes
  10. Manejo efectivo de quejas y reclamaciones
  11. El servicio a través del teléfono
  12. Sistemas de reconocimiento e incentivos
  13. La supervisión del Servicio
  14. Mejoramiento de los procesos que impactan a los clientes
  15. Comunicación efectiva con los clientes
  16. Cómo manejar problemas y situaciones que nos presentan los clientes
  17. Manejando diferentes estilos de clientes
  18. Manejo de clientes retantes
  19. Inteligencia emocional aplicada al servicio
  20. Iniciativas dirigidas a recobrar el servicio
  21. Desarrollo de Sistemas de Relación con los Clientes (CRM)
  22. Cambio de paradigmas para servir con excelencia
  23. Gerencia de Programa de Cultura de Servicio
  24. Otros (Seminarios hechos a la medida, de acuerdo a las necesidades)

Hemos presentado la esencia de un Programa de Servicio al Cliente dirigido al desarrollo e implantación de una Cultura de Servicio. Es un programa abarcador con un sinnúmero de componentes. Sin embargo la empresa puede escoger aquellos componentes que más le interesan, o podemos diseñar un programa basado en las necesidades y el presupuesto. Por más de 25 años hemos desarrollado estas iniciativas para un sinnúmero de empresas.

OPRIME AQUI PARA PROGRAMA DE VENTAS

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