{"id":151,"date":"2021-05-04T07:29:52","date_gmt":"2021-05-04T07:29:52","guid":{"rendered":"https:\/\/pulsulechipei.ro\/blog\/?p=151"},"modified":"2021-05-04T07:29:56","modified_gmt":"2021-05-04T07:29:56","slug":"de-ce-angajatii-multumiti-creaza-clienti-multumiti","status":"publish","type":"post","link":"https:\/\/pulsulechipei.ro\/blog\/de-ce-angajatii-multumiti-creaza-clienti-multumiti\/","title":{"rendered":"De ce angaja\u021bii mul\u021bumi\u021bi creaz\u0103 clien\u021bi mul\u021bumi\u021bi"},"content":{"rendered":"\n

Companiile s-ar putea s\u0103 se pr\u0103bu\u0219easc\u0103, pentru c\u0103 dac\u0103 angaja\u021bii sunt nemul\u021bumi\u021bi \u00een mod repetat, acest lucru se propag\u0103 \u0219i asupra clien\u021bilor, care vor ajunge s\u0103 caute alternative.\u00a0<\/strong><\/p>\n\n\n\n

Dar ca s\u0103 nu ave\u021bi astfel de probleme \u00een compania pe care o conduce\u021bi, trebuie s\u0103 v\u0103 asigura\u021bi c\u0103 ave\u021bi grij\u0103 ca clien\u021bii s\u0103 aib\u0103 experien\u021be pozitive c\u00e2nd interac\u021bioneaz\u0103 cu angaja\u021bii. Aceasta s\u0103 reprezinte o norm\u0103 pentru angaja\u021bi \u0219i nu o excep\u021bie.<\/strong><\/p>\n\n\n\n

Cu to\u021bii ne-am sim\u021bit \u00een profesia noastr\u0103 epuiza\u021bi cel pu\u021bin o dat\u0103. Din cauza lipsei de motiva\u021bie sau chiar a sarcinilor nenum\u0103rate. Poate de vin\u0103 era chiar modul \u00een care se organizau lucurile \u00een companie, poate nu fusesem instrui\u021bi suficient pentru o anumit\u0103 sarcin\u0103 sau poate nu primisem recuno\u0219tin\u021ba mangerului. Oricare dintre aceste situa\u021bii ar fi fost, cu siguran\u021b\u0103 te-ai sim\u021bit nemul\u021bumit \u0219i ai vrut s\u0103 p\u0103r\u0103ses\u0219ti acel job. <\/p>\n\n\n\n

Manageri, fi\u021bi aten\u021bi la nemul\u021bumirea angaja\u021bilor, pentru c\u0103 aceasta este ve\u0219nica problem\u0103 din lumea corpora\u021biilor. Multe companii au de-a face cu angaja\u021bi neferici\u021bi \u0219i neimplica\u021bi. Un raport realizat de Gallup, \u00een 2017, arat\u0103 c\u0103 \u00een SUA doar 33% dintre angaja\u021bi \u00ee\u0219i dau interesul la locul de munc\u0103 (iar \u00een cele mai bine organizate companii procentul ajungea la 70%). Studiul Gallup a mai ar\u0103tat c\u0103 angaja\u021bii negativi, pesimi\u0219ti \u0219i nemul\u021bumi\u021bi \u00eei sperie de-a dreptul pe clien\u021bi. <\/p>\n\n\n\n

Cred c\u0103 deja \u0219tii c\u0103 pentru firma pe care o conduce\u021bi costul pe care \u00eel pl\u0103te\u0219ti pentru angaja\u021bii nemul\u021bumi\u021bi este foarte mare. \u00cen Statele Unite, angaja\u021bii care nu sunt interesa\u021bi de ce se \u00eent\u00e2mpl\u0103 \u00een firma unde lucreaz\u0103 cost\u0103 companiile \u00een jur de 450-550 de miliarde de dolari pe an. Universitatea de Stat din Kansas a descoperit c\u0103 100 de angaja\u021bi nemul\u021bumi\u021bi cost\u0103 o firm\u0103 390.000 de dolari pe an, asta din cauza pierderii productivit\u0103\u021bii.\u00a0<\/p>\n\n\n\n

Companiile care au angaja\u021bi mul\u021bumi\u021bi c\u00e2\u0219tig\u0103 peste 147% mai mult dec\u00e2t concuren\u021bii lor. <\/strong><\/h3>\n\n\n\n

Problema este c\u0103 ace\u0219ti angaja\u021bi nu sunt observa\u021bi de manageri la timp, pur \u0219i simplu lipsa de implicare \u0219i nemul\u021bumirea lor trece neobservat\u0103 p\u00e2n\u0103 c\u00e2nd nu se mai poate face nimic.\u00a0<\/p>\n\n\n\n

Au existat cazuri c\u00e2nd organiza\u021biile \u0219i-au dat seama c\u0103 angaja\u021bii sunt nemul\u021bumi\u021bi, \u00een momentul \u00een care deja marca lor era distrus\u0103 \u0219i nu mai aveau cum s\u0103 repare nimic \u00een comportamentul fa\u021b\u0103 de clien\u021bi. A\u0219adar, ar trebui ca firmele s\u0103 acorde mai mult\u0103 aten\u021bie identific\u0103rii angaja\u021bilor neimplica\u021bi.\u00a0<\/p>\n\n\n\n

Managerii trebuie s\u0103 \u00een\u021beleag\u0103 c\u0103 modul \u00een care un angajat se simte la locul de munc\u0103 se reflect\u0103 \u0219i asupra muncii lui \u0219i deci \u0219i \u00een interac\u021biunea cu clien\u021bii. <\/p>\n\n\n\n

Un studiu realizat de Universitatea din California \u0219i de Facultatea de Medicin\u0103 Harvard sugereaz\u0103 c\u0103 st\u0103rile proaste sunt contagioase. Pe de alt\u0103 parte, studiile au descoperit c\u0103 cei care sunt \u00eenconjura\u021bi de oameni ferici\u021bi sunt cu 15% mai predispu\u021bi s\u0103 fie \u0219i ei la fel. <\/p>\n\n\n\n

A\u0219a c\u0103 dac\u0103 angaja\u021bii t\u0103i ur\u0103sc s\u0103 vin\u0103 la munc\u0103, pentru c\u0103 li se cere s\u0103 aib\u0103 o expresie fericit\u0103 c\u00e2nd interac\u021bioneaz\u0103 cu clien\u021bii, s-ar putea ca \u00eencet, \u00eencet starea de spirit s\u0103 devin\u0103 negativ\u0103.\u00a0<\/p>\n\n\n\n

Dar re\u021bine\u021bi c\u0103 sentimentele respective, negative sau pozitive, se duc de la o persoan\u0103 la alta, adic\u0103 sunt molipsitoare. Prin urmare, este esen\u021bial s\u0103 v\u0103 asigura\u021bi c\u0103 angaja\u021bii transmit \u00eentotdeauna emo\u021bii pozitive clien\u021bilor. <\/p>\n\n\n\n

Concluzia este c\u0103 dac\u0103 investi\u021bi \u00een fericirea angaja\u021bilor vo\u0219tri ve\u021bi avea \u0219i clien\u021bi ferici\u021bi, dispu\u0219i s\u0103 cumpere mai mult.\u00a0<\/p>\n\n\n\n

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

Mai jos ave\u021bi motivele care arat\u0103 cum de angaja\u021bii ferici\u021bi \u00eei fac pe clien\u021bi ferici\u021bi.<\/p>\n\n\n\n

Construiesc rela\u021bii mai bune cu clien\u021bii<\/strong><\/h3>\n\n\n\n

C\u00e2nd un angajat are o atitudine pozitiv\u0103 fa\u021b\u0103 de munca sa \u0219i este implicat, atunci acea atitudine ajunge \u0219i la clien\u021bi. Angaja\u021bii mul\u021bumi\u021bi se str\u0103duiesc s\u0103 ofere servicii de calitate \u00eenalt\u0103 \u0219i deci informa\u021bii clare, a\u0219a c\u0103 va cre\u0219te loialitate \u0219i mul\u021bumirea clien\u021bilor. <\/p>\n\n\n\n

Aten\u021bie, diferen\u021ba dintre companiile de succes \u0219i cele mediocre o face chiar atitudinea angajatului. Prin prezen\u021b\u0103, aten\u021bie \u0219i atitudine creeaz\u0103 rela\u021bii puternice cu clien\u021bii. C\u00e2nd un angajat este fericit la locul de munc\u0103, \u00ee\u0219i va duce la \u00eendeplinire responsabilit\u0103\u021bile \u0219i va fi mai atent la nevoile clien\u021bilor, av\u00e2nd o atitudine pozitiv\u0103. <\/p>\n\n\n\n

Sunt mai creativi \u00een rela\u021bia cu clien\u021bii<\/strong><\/h3>\n\n\n\n

Interac\u021biunea angajat-client nu are reguli foarte clare, este ca un joc, mai ales c\u0103 preferin\u021bele cline\u021bilor se schimb\u0103 foarte repede \u0219i concuren\u021ba companiilor este foarte str\u00e2ns\u0103 \u00een privin\u021ba serviilor \u0219i produselor. A\u0219a c\u0103 este foarte important\u0103 creativitatea cu care angaja\u021bii \u00ee\u0219i fac treaba, cum abordeaz\u0103 clien\u021bii. A\u0219adar creativitatea poate s\u0103 devin\u0103 un factor decisiv pentru cre\u0219terea sau stagnarea companiei pe care o conduce\u021bi.<\/p>\n\n\n\n

G\u00e2ndirea inovativ\u0103 este o abilitatea foarte important\u0103, pentru c\u0103 angaja\u021bii din departamentul servicului cu clien\u021bii sunt primii reprezentan\u021bii ai afacerii cu care lucreaz\u0103 clien\u021bii. Un angajat mul\u021bumit va fi mai creativ, va avea idei proaspete \u0219i  va face fa\u021b\u0103 cu brio provoc\u0103rilor, cu entuziasm, a\u0219a \u00eenc\u00e2t clien\u021bii vor fi ferici\u021bi. <\/p>\n\n\n\n

Ofer\u0103 servicii mai bine informate<\/strong><\/h3>\n\n\n\n

Angaja\u021bii ferici\u021bi tind s\u0103 r\u0103m\u00e2n\u0103 \u00een companie mai mult timp. Dar nemul\u021bumirea angaja\u021bilor nu e bun\u0103 deloc pentru afacere. Trebuie s\u0103 v\u0103 g\u00e2ndi\u021bi la costurile suplimentare pe care le ve\u021bi avea cu un nou angajat, publicitatea pentru interviu, interviul, costul integr\u0103rii \u0219i instruiri, dar \u0219i costul erorilor, precum \u0219i timp pentru ajustarea gre\u0219elilor. A\u0219a c\u0103 angaja\u021bii care muncesc de mai mult timp \u00een companie au mai mult\u0103 experien\u021b\u0103 \u0219i cuno\u0219tinte pentru a oferi clien\u021bilor un serviu de calitate. <\/p>\n\n\n\n

Iar clien\u021bi primesc mai multe informa\u021bii, pentru c\u0103 ace\u0219tia au experin\u021b\u0103, a\u0219a c\u0103 sunt dispu\u0219i s\u0103 mai apeleze la aceste servici sau produse. S-ar putea s\u0103 fie mai u\u0219or s\u0103 forma\u021bi angaja\u021bii vechi dec\u00e2t s\u0103 v\u0103 bate\u021bi capul cu noi angaj\u0103ri. <\/p>\n\n\n\n

Prezint\u0103 cea mai bun\u0103 variant\u0103 a firmei<\/strong><\/h3>\n\n\n\n

O atitudine excelent\u0103 promite un serviciu excelent clien\u021bilor, fericirea angaja\u021bilor \u00eei inspir\u0103 pe clien\u021bi. A\u0219a c\u0103 promoveaz\u0103 cu succes \u0219i autentic un anumit serviciu sau produs. <\/p>\n\n\n\n

Angaja\u021bii ferici\u021bi sunt mai inspira\u021bi, mai inovatori \u0219i vor depune mai mult efort suplimentar din propria ini\u021biativ\u0103 pentru a satisfice nevoile clien\u021bilor. Aceasta este atitudine foarte important\u0103 \u00een procesul de construire a reputa\u021biei unei companii. <\/p>\n\n\n\n

\u00cen concluzie<\/strong><\/h3>\n\n\n\n

\u0218tii expresia \u201eclientul este rege\u201d, mai toate companiile au acordat importan\u021b\u0103 fericirii clien\u021bilor \u0219i asta este foarte bine. Dar managerii nu trebuie s\u0103 uite c\u0103 succesul companiei depinde de angaja\u021bii lor. A\u0219a c\u0103 angaja\u021bii nemul\u021bumi\u021bi vor face \u0219i pe clien\u021bi s\u0103 fie nemul\u021bumi\u021bi, iar angaja\u021bii ferici\u021bi vor contribui la fericirea angaja\u021bilor.<\/p>\n\n\n\n

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

Companiile s-ar putea s\u0103 se pr\u0103bu\u0219easc\u0103, pentru c\u0103 dac\u0103 angaja\u021bii sunt nemul\u021bumi\u021bi \u00een mod repetat, acest lucru se propag\u0103 \u0219i asupra clien\u021bilor, care vor ajunge s\u0103 caute alternative.\u00a0 Dar ca s\u0103 nu ave\u021bi astfel de probleme \u00een compania pe care o conduce\u021bi, trebuie s\u0103 v\u0103 asigura\u021bi c\u0103 ave\u021bi grij\u0103 ca clien\u021bii s\u0103 aib\u0103 experien\u021be pozitive […]<\/p>\n","protected":false},"author":1,"featured_media":156,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":"","_jetpack_memberships_contains_paid_content":false},"categories":[3],"tags":[],"yoast_head":"\nDe ce angaja\u021bii mul\u021bumi\u021bi creaz\u0103 clien\u021bi mul\u021bumi\u021bi - Blog Pulsul Echipei<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/pulsulechipei.ro\/blog\/de-ce-angajatii-multumiti-creaza-clienti-multumiti\/\" \/>\n<meta property=\"og:locale\" content=\"ro_RO\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"De ce angaja\u021bii mul\u021bumi\u021bi creaz\u0103 clien\u021bi mul\u021bumi\u021bi - 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