{"id":65,"date":"2023-04-27T11:20:12","date_gmt":"2023-04-27T09:20:12","guid":{"rendered":"https:\/\/sp-net.fr\/blog-excellence-operationnelle\/?p=65"},"modified":"2023-11-30T10:24:19","modified_gmt":"2023-11-30T09:24:19","slug":"satisfaire-ses-clients","status":"publish","type":"post","link":"https:\/\/sp-net.fr\/blog-excellence-operationnelle\/satisfaire-ses-clients\/","title":{"rendered":"Satisfaire ses Clients"},"content":{"rendered":"\n
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\u00ab Suite a notre conversation t\u00e9l\u00e9phonique je vous confirme que votre ligne est \u00e9craser pour r\u00e9activer la ligne nous devons faire un nouveaux dossier avec les m\u00eame condition commercial de l’abonnement actuel mais apr\u00e8s v\u00e9rification votre adresse et momentan\u00e9ment in\u00e9ligible a la fibre donc nous pourrons juste vous valider une commande ADSL avec internet et t\u00e9l\u00e9phone fixe seulement<\/em>. \u00bb<\/p>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n<\/div>\n<\/div>\n\n\n\n

Voil\u00e0 le message tel que re\u00e7u de mon fournisseur d’internet faisant suite \u00e0 l\u2019interruption de plus de 24 h de ma ligne fibre et \u00e0 mon appel \u00e0 l\u2019assistance technique<\/p>\n\n\n\n

Heureusement la personne qui m’a envoy\u00e9 cet email n’avait vraisemblablement pas les informations correctes car finalement, ma ligne a \u00e9t\u00e9 r\u00e9tablie le lendemain<\/p>\n\n\n\n

la compr\u00e9hension des attentes de ses clients<\/mark><\/h2>\n\n\n\n

Ce d\u00e9sagr\u00e9ment passager ma conduit \u00e0 r\u00e9fl\u00e9chir sur la compr\u00e9hension des attentes de ses clients par le SAV de cet op\u00e9rateur,<\/p>\n\n\n\n

La satisfaction du client et un des buts poursuivis dans une d\u00e9marche Lean. Mais Force est de constater que cela n’est pas interpr\u00e9ter de la m\u00eame fa\u00e7on par tous les collaborateurs d’une entreprise<\/p>\n\n\n\n

La compr\u00e9hension des attentes clients reste pour moi un pr\u00e9-requis de toute d\u00e9marche d’am\u00e9lioration continue :<\/p>\n\n\n\n

Dans une entreprise nous sommes tous finalement client o\u00f9 fournisseur les uns des autres<\/p>\n\n\n\n

La compr\u00e9hension approximative des attentes de nos clients internes est une \u00e9norme source de gaspillage. La ma\u00eetrise des attentes juste n\u00e9cessaire par nos clients est source d’am\u00e9lioration de notre efficience<\/p>\n\n\n\n

Le d\u00e9veloppement de la poly comp\u00e9tence, des carri\u00e8res transversales, des \u00ab vie ma vie \u00bb ponctuelles organis\u00e9es au sein de l’entreprise sont autant d’action permettant de r\u00e9duire ces gaspillages<\/p>\n\n\n\n

Si on peut rire (jaune) du message re\u00e7u de cet op\u00e9rateur il refl\u00e8te la difficult\u00e9 d’apporter \u00e0 tout collaborateur la capacit\u00e9 de r\u00e9pondre aux attentes clients. Et ce, au-del\u00e0 des difficult\u00e9s internes qu\u2019il peut rencontrer<\/p>\n\n\n\n

Car bien souvent le collaborateur ne sait pas comment r\u00e9pondre aux attentes de ses clients, il n’en a bien souvent, ni les Moyens, ni l\u2019Autorit\u00e9, ni parfois la comp\u00e9tence.<\/p>\n\n\n\n

Le client mesure la compr\u00e9hension de ses attentes par des actes. Am\u00e9liorer les actions en r\u00e9action \u00e0 ses demandes est une grande source de valeur ajout\u00e9e pour l’entreprise, que le client soit interne ou externe.<\/p>\n\n\n\n

Je vous invite donc \u00e0 prendre du recul sur les actions concr\u00e8tes que votre organisation a mise en place pour am\u00e9liorer la compr\u00e9hension des attentes \u00ab Client \u00bb et des r\u00e9ponses \u00e0 y apporter<\/p>\n\n\n\n

Merci d’apporter vos commentaires sur ce blog<\/p>\n\n\n\n

Et n’h\u00e9sitez pas \u00e0 consulter mon nouveau site dded.fr<\/a><\/strong><\/mark><\/em><\/p>\n\n\n\n

<\/p>\n\n\n\n

<\/p>\n","protected":false},"excerpt":{"rendered":"

\u00ab Suite a notre conversation t\u00e9l\u00e9phonique je vous confirme que votre ligne est \u00e9craser pour r\u00e9activer la ligne nous devons faire un nouveaux dossier avec les m\u00eame condition commercial de l’abonnement actuel mais apr\u00e8s v\u00e9rification votre […]<\/p>\n","protected":false},"author":1,"featured_media":69,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-65","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-non-classe"],"acf":[],"yoast_head":"\nSatisfaire ses Clients<\/title>\n<meta name=\"description\" content=\"La satisfaction du client et un des buts poursuivis dans une d\u00e9marche Lean\" \/>\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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