{"id":56762,"date":"2012-07-25T07:30:00","date_gmt":"2012-07-25T07:30:00","guid":{"rendered":"https:\/\/bm.dev.synology.me\/?p=56762"},"modified":"2026-04-03T08:25:48","modified_gmt":"2026-04-03T08:25:48","slug":"opinie-elena-calin-customer-focus-de-ce-dau-corporatiile-pana-la-2-000-de-euro-pe-zi-pentru-a-si-invata-angajatii-sa-zambeasca","status":"publish","type":"post","link":"https:\/\/bm.dev.synology.me\/?p=56762","title":{"rendered":"Opinie Elena C\u0103lin, Customer Focus: De ce dau corpora\u0163iile p\u00e2n\u0103 la 2.000 de euro pe zi pentru a-\u015fi \u00eenv\u0103\u0163a angaja\u0163ii s\u0103 z\u00e2mbeasc\u0103?"},"content":{"rendered":"

Dac\u0103 este a\u015fa, atunci de ce se cheltuiesc bani cu nemiluita pe cursuri cu denumiri sofisticate, \u00een care oamenii sunt “coachui\u0163i (a se citi cauciu\u0163i)” s\u0103 fac\u0103 ceva ce ei \u015ftiu deja? De ce un trainer sau un coach trebuie s\u0103 reinventeze pretexte \u015fi exerci\u0163ii c\u00e2t mai “haioase” pentru a-i face pe oamenii din linia \u00eent\u00e2i s\u0103 z\u00e2mbeasc\u0103?<\/p>\n

Am fost recent \u00eentr-o vizit\u0103 \u00een casa unor prieteni. La desp\u0103r\u0163ire, m-au condus p\u00e2n\u0103 la ie\u015fire. Am fost oarecum surprins\u0103 c\u0103, \u00een timp ce a\u015fteptam s\u0103 vin\u0103 liftul, ei st\u0103teau nemi\u015fca\u0163i \u015fi z\u00e2mbitori \u00een u\u015fa larg deschis\u0103. Liftul \u00eent\u00e2rzia s\u0103 vin\u0103 \u015fi eu m\u0103 sim\u0163eam deja vinovat\u0103 c\u0103 \u00eei \u0163in \u00een u\u015f\u0103. Le-am f\u0103cut din nou un semn de bun r\u0103mas, pentru a le da de \u00een\u0163eles c\u0103 este \u00een regul\u0103 s\u0103 intre \u00een cas\u0103. Dar ei au r\u0103mas z\u00e2mbitori \u00een acela\u015fi loc. Liftul \u00eenc\u0103 nu venea, eu \u00eei priveam pe ei, ei pe mine, z\u00e2mbitori, cu u\u015fa larg deschis\u0103. Cred c\u0103 au \u00eenchis-o abia dup\u0103 ce am plecat eu.<\/p>\n

Ce leg\u0103tur\u0103 are acest lucru cu serviciile oferite de angaja\u0163i clien\u0163ilor? Una foarte mare! De c\u00e2te ori a\u0163i v\u0103zut un v\u00e2nz\u0103tor de ma\u015fini c\u0103 v\u0103 conduce amabil p\u00e2n\u0103 la u\u015f\u0103, atunci c\u00e2nd pleca\u0163i din showroom? Mai mult, c\u0103 a\u015fteapt\u0103 z\u00e2mbitor \u00een u\u015f\u0103 p\u00e2n\u0103 disp\u0103re\u0163i din c\u00e2mpul vizual? Poate c\u0103 a\u0163i avut o astfel de experien\u0163\u0103, dar nu cred c\u0103 un angajat de la Recep\u0163ie Service v-a condus vreodat\u0103 p\u00e2n\u0103 la u\u015f\u0103. Nu cred nici c\u0103 un foarte instruit manager de rela\u0163ii cu clien\u0163ii dintr-o banc\u0103 v-a condus vreodat\u0103 p\u00e2n\u0103 la ie\u015fire, dup\u0103 ce a\u0163i contractat un credit.<\/p>\n

Cheia este la noi, managerii, nu la angaja\u0163ii din linia \u00eent\u00e2i! \u00cendr\u0103znesc s\u0103 m\u0103 \u00eentreb: c\u00e2\u0163i manageri \u00ee\u015fi conduc cu privirea, z\u00e2mbetul \u015fi prezen\u0163a angajatul care tocmai a plecat din biroul lor? \u015etiu sigur c\u0103 un lucru at\u00e2t de simplu \u015fi care nu poate fi men\u0163ionat \u00een nicio procedur\u0103 ar putea avea un efect pozitiv, superior asupra celui de la care se a\u015fteapt\u0103 s\u0103 se comporte superior cu clien\u0163ii lui.<\/p>\n

Cum ar fi dac\u0103 atunci c\u00e2nd recrut\u0103m, suntem aten\u0163i nu doar la experien\u0163a relevant\u0103 frumos descris\u0103 \u00een cifre \u015fi cuvinte, ci \u015fi la semnalele evidente de polite\u0163e \u015fi bun-sim\u0163?<\/p>\n

Sau ce-ar fi dac\u0103 am transforma trainingul de “customer service” \u00een educa\u0163ie pentru Servicii Superioare? Cum s-ar traduce “Un manager livreaz\u0103 Servicii Superioare pentru subalternii lui”? Service Leadership? De ce s\u0103 cheltuim sute de mii de euro cu trainingul a sute sau mii de angaja\u0163i, \u00een loc s\u0103-i surprindem \u015fi s\u0103-i “model\u0103m” prin serviciile pe care noi le oferim? “S\u0103 serve\u015fti” pe cineva, \u00een cultura noastr\u0103, nu este ceva de dorit pentru c\u0103 e “rud\u0103” de gradul \u00eent\u00e2i cu umilin\u0163a \u015fi servilismul.<\/p>\n

Lucrez cu o companie al c\u0103rei manager general, o doamn\u0103, \u00ee\u015fi dedic\u0103 o zi \u00een fiecare lun\u0103 pentru a merge pe traseu cu \u015foferii care livreaz\u0103 comenzile, \u00eembr\u0103cat\u0103 \u00een salopeta de lucru. Nu face asta pentru c\u0103 nu are suficient personal \u015fi nici pentru c\u0103 este scris \u00eentr-o procedur\u0103, ci doar pentru c\u0103 vrea s\u0103 fie “\u00een papucii” angaja\u0163ilor care livreaz\u0103 marf\u0103, pentru c\u0103 ace\u015ftia sunt clien\u0163ii ei. Eficien\u0163a \u00eenseamn\u0103 s\u0103 faci mai bine ceea ce se face deja (Peter Drucker), Servicii Superioare \u00eenseamn\u0103 s\u0103 livrezi mai bine un serviciu care se livreaz\u0103 deja. S\u0103 creezi o experien\u0163\u0103 impecabil\u0103, incredibil\u0103, superioar\u0103, celui pe care \u00eel serve\u015fti, indiferent c\u0103 \u00ee\u0163i este coleg, subaltern, \u015fef, concurent, vecin, prieten, contribuabil, aleg\u0103tor cu sau f\u0103r\u0103 drept de vot.<\/p>\n

\n

Elena C\u0103lin este consultant \u00een Servicii Superioare \u00een cadrul companiei Customer Focus.<\/p>\n","protected":false},"excerpt":{"rendered":"

Oric\u00e2t m-a\u015f str\u0103dui, nu reu\u015fesc s\u0103 \u00een\u0163eleg de ce unele organiza\u0163ii cheltuiesc bugete de zeci sau chiar sute de mii de euro pe instruirea oamenilor din \u201elinia \u00eent\u00e2i”, ca s\u0103 z\u00e2mbeasc\u0103 \u015fi s\u0103 fie amabili cu clien\u0163ii. Cred c\u0103 nu exist\u0103 om care nu \u015ftie s\u0103 z\u00e2mbeasc\u0103. \u015ei mai cred c\u0103 angaja\u0163ii din linia int\u00e2i \u015ftiu \u015fi s\u0103 z\u00e2mbeasc\u0103, \u015fi s\u0103 mul\u0163umeasc\u0103 \u015fi s\u0103 spun\u0103 \u201eBun\u0103 ziua”.<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[529],"tags":[192,10124,28729,28728,7104],"class_list":["post-56762","post","type-post","status-publish","format-standard","hentry","category-opinii","tag-angajati","tag-corporatii","tag-customer-focus","tag-elena-calin","tag-opinii"],"_links":{"self":[{"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=\/wp\/v2\/posts\/56762","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=56762"}],"version-history":[{"count":1,"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=\/wp\/v2\/posts\/56762\/revisions"}],"predecessor-version":[{"id":73056,"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=\/wp\/v2\/posts\/56762\/revisions\/73056"}],"wp:attachment":[{"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=56762"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=56762"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=56762"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}