Artículo


Por Assistance Hotel - Consultoría en fidelización de clientes - Contáctese con Nosotros             
        
EMPRESARIOS S.O.S

De acuerdo con las últimas estadísticas, una empresa de servicio pierde promedio, cada año, entre el 20% y 40% de sus clientes *. Y si se considera que las industrias del servicio, sea cual sea su origen, tienden a ser crecientemente parecidas en términos de calidad y prestaciones, resulta indudable que una de las principales causas de la deserción es la deficiencia en la atención al cliente que brindan dichas organizaciones.

Pero, el servicio, en sí mismo, no es la fuente del problema, sino la forma en que las empresas interpretan lo que les cabe hacer. El servicio es mucho más difícil de brindar ahora, fundamentalmente porque aumentó la exigencia de los consumidores, alimentado por promesas que no se cumplieron.

En fin, la inversión en capacitación cayó el 22%. Y el gran problema es que lo gerentes/ dueños no se dan cuenta que con esta política de repliegue, no hacen más que reducir costos irracionalmente, destruyendo capital humano y expulsando talento, lo que en el mediano plazo afecta la eficiencia de la organización.

"En los tiempos que corren el principal desafío es, antes de cortar cabezas, usar eficientemente los recursos, mejorar el clima, la motivación y, lo principal, respetarse.

* Información recogida de FRANCHISING magazine, especialista en Marketing Interno y RR.HH.


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