The need to solve the problem with customer service
As in all large companies the service is, in each of its contexts of great importance and in the administrative area of the business nothing can be more important than ‘serving a server’ that is, as employees of the square, the reason for Our being is to serve store people, who are the ones who at the end of the day are the voices of our organization, are the ones who face the company are responsible for fulfilling the Oxxo mission. “A service is the result of the application of human or mechanical efforts to people or objects.
The services refer to a fact, a performance or an effort that is not possible to physically possess ”Lamb, Hair and McDaniel. As Plaza workers, we mention that our reason for being is to provide the best possible service to our internal customers, so that they satisfied, in turn, deliver the best service to the miles of customers who arrive at our stores, however, within The daily work can be presented some situations that cause disagreement and deficit in the service. Although, each person within the different departments that exist in the square has their activities, the recruitment manager must contract, inform and direct a person during their entrance to the company, the coach, train them and direct them during their first days within the store with the most important operation and management activities so that they can carry out their activities and thus each person respectively in their function. However, we must keep in mind that attending, guiding and solving the needs of our customers (store employees) must be our most important task. The example of a recurring problem within the service that we provide as a place to our clients is: in office they never respond or return call.
We currently live in a more digitized world and within the commercial and services it. This situation, although they seem simple they are of great importance to that, influence the activities of our clients.
Why do this problem have to be met?
- Store calls are telephone consultations that customers do to solve some situation that can affect their service and can harm our end customers, on a very rare occasions a client will call you to just greet you, it is always for some need or consultation and consultation and We are to solve them.
- Our time belongs to our clients, despite the activities we could have in our position, meet the needs of our internal clients must be the primary.
- The time in the operation of our stores is very valuable, because our customers are in charge of the raison d’être of everything and the organization, where our service is at stake, our customer service oxxo, our results and profitability. What would be the consequences if we do not establish a solution strategy?
- The lack of telephone attention to our customers puts us with him, as if we denied a service, can make them feel that their work is not important and that our time is more valuable.
- Not receiving the attention you need, you can affect your mood and the needs you have for optimal operation, thus, deliver a bad service to our end customers, not solving your needs, not fulfilling your activities by Lack of any enabling, denying a product or service we offer in store.
- Economic impact, when an internal client is unconformed with our attention, the service you provide will be of lower quality which causes Oxxo clients to receive a bad treatment and decide to leave us.
What would be the best solution?
- Do not anticipate why, a call: each client, in their stores it has different needs, we cannot generalize that everyone calls for the same reason and even if, we must listen to our customers, on other occasions that solving their problems may solve their problems Not in our possibilities, but we can listen and guide with the person who is prepared with all the tools to solve their need, being heard make them feel better and that are being attended. Making a brief summary of what you heard can help comfort it and keep it calm, so it will not affect the service provided to other customers.
- Show empathy with the client and understand it: I don’t go worse for the business than an annoying customer and more if our client is a server of other clients, we must understand what the client feels, having that sense of urgency that his needs represent for him and make our priority.
- Highlight positive effects of your call: to make you feel that your problems are solved, a ‘good that you called’ or ‘that well you reported it’ according to the situation, attending to your call is already something positive for the client, make you feel that everything now it’s going well thanks to what I call.
- Humility to recognize an error: sometimes the insistence can be the case, and what happens if in 5 calls that we never answered, always offer an apology in a gentile way will help minimize the care delay.
- Find the solution to your problem and set a commitment: always solve the need for a client in time and form is positive, and our obligation, we must make the direct commitment to it for when ?, What? and where? Your problem will be solved and confirmed once solved. Always solving in short the problems of our internal clients, for them by the store operation, always more practical to resort to the telephone, being attended will bring with it a chain of benefits to the business, because it is they who, in itself , they represent the company’s workforce, we must never forget that we are servers and for that we are there, to meet their needs and provide them with the best attention.
Conclusion often listen that "to know how to live, you have to know Form, the service although it is something that occurs and is not seen during the course,
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