{"id":348389,"date":"2021-10-19T15:13:27","date_gmt":"2021-10-19T19:13:27","guid":{"rendered":"https:\/\/autosphere.ca\/?p=348389"},"modified":"2021-10-18T12:29:20","modified_gmt":"2021-10-18T16:29:20","slug":"la-satisfaction-du-client-devient-difficile-a-atteindre","status":"publish","type":"post","link":"https:\/\/autosphere.ca\/fr\/concessionnaires\/2021\/10\/19\/la-satisfaction-du-client-devient-difficile-a-atteindre\/","title":{"rendered":"La satisfaction du client devient difficile \u00e0 atteindre !"},"content":{"rendered":"

La satisfaction du client devient difficile \u00e0 atteindre !<\/strong><\/p>\n

La p\u00e9nurie de main-d\u2019\u0153uvre vient affecter le service \u00e0 la client\u00e8le dans toutes les industries.<\/p>\n

Il devient difficile de trouver du personnel et surtout d\u2019offrir un service impeccable aux clients.<\/p>\n

Nous miserons donc sur la qualit\u00e9 du service et par cons\u00e9quent, sur les clients de qualit\u00e9.<\/p>\n

La client\u00e8le se doit d\u2019\u00eatre patiente et tr\u00e8s compr\u00e9hensive lors de sa visite au concessionnaire.<\/p>\n

Tout est question d\u2019attitude, de bonnes expressions, d\u2019actions et de perception !<\/p>\n

Il faut donc rendre l\u2019attente du client agr\u00e9able en lui offrant un service parall\u00e8le unique.<\/p>\n

Le manque de personnel augmente les d\u00e9lais en mati\u00e8re d\u2019accueil, d\u2019op\u00e9rations fixes et de livraison du v\u00e9hicule au d\u00e9partement du service.<\/p>\n

Les clients sont de plus en plus demandant concernant le service client, surtout en p\u00e9riode de pand\u00e9mie.<\/p>\n

Selon une \u00e9tude de A. Parasuraman, directeur des \u00e9tudes post-doctorales de l\u2019\u00c9cole de gestion de l\u2019Universit\u00e9 de Miami, les 9 attentes des clients en mati\u00e8re de service sont :<\/p>\n

    \n
  1. La communication<\/strong> : l\u2019organisation doit s\u2019ajuster constamment \u00e0 diverses client\u00e8les, en utilisant un langage que ces derni\u00e8res comprennent. L\u2019\u00e9coute fait partie int\u00e9grante de la communication.<\/li>\n
  2. La comp\u00e9tence<\/strong> : la comp\u00e9tence de l\u2019employ\u00e9 repose sur ses connaissances et habilit\u00e9s en relation avec le service attendu.<\/li>\n
  3. La disponibilit\u00e9<\/strong> : elle correspond \u00e0 l\u2019empressement des employ\u00e9s \u00e0 r\u00e9pondre aux diff\u00e9rentes demandes des clients.<\/li>\n
  4. L\u2019empathie<\/strong> : il s\u2019agit de la capacit\u00e9 des repr\u00e9sentants de l\u2019organisation de se mettre \u00e0 la place de l\u2019autre personne et de bien le comprendre afin de mieux percevoir ses attentes.<\/li>\n
  5. L\u2019accessibilit\u00e9<\/strong> : elle d\u00e9signe la facilit\u00e9 avec laquelle le client peut entrer en contact avec les repr\u00e9sentants du service.<\/li>\n
  6. La cr\u00e9dibilit\u00e9<\/strong> : la cr\u00e9dibilit\u00e9 renvoie \u00e0 la capacit\u00e9 \u00e0 inspirer confiance (comme sa bonne r\u00e9putation).<\/li>\n
  7. La courtoisie<\/strong> : elle comprend la politesse, l\u2019affabilit\u00e9, le respect et la civilit\u00e9 des employ\u00e9s.<\/li>\n
  8. La fiabilit\u00e9<\/strong> : elle suppose une constance dans la qualit\u00e9 des services et des produits.<\/li>\n
  9. La s\u00e9curit\u00e9<\/strong> : en service \u00e0 la client\u00e8le, la s\u00e9curit\u00e9 \u00e9quivaut \u00e0 l\u2019absence de danger, de risque ou de doute de la part du client.<\/li>\n<\/ol>\n

    Il ne faut jamais tenir le client pour acquis, utiliser un jargon interne, parler trop rapidement, donner des r\u00e9ponses courtes et ne pas r\u00e9agir de mani\u00e8re proactive \u00e0 une probl\u00e9matique !<\/p>\n

    La base quoi !<\/p>\n

    Comme tout le monde le dit : \u00ab la pand\u00e9mie a le dos large \u00bb tout comme \u00ab le service \u00e0 la client\u00e8le a le dos large \u00bb.<\/p>\n

    Chaque entreprise doit se donner des objectifs en mati\u00e8re de satisfaction client et instaurer des processus bien d\u00e9finis concernant le d\u00e9partement du service.<\/p>\n

    Demandez de laisser le v\u00e9hicule repr\u00e9sente la meilleure d\u00e9cision pour l\u2019instant, car faire attendre le client sur place n\u2019est pas une bonne id\u00e9e, surtout dans la p\u00e9riode achaland\u00e9e des pneus.<\/p>\n

    De plus, en statut attente, il est quasi impossible de faire d\u2019autres r\u00e9parations sur le v\u00e9hicule.<\/p>\n

    Il faut optimiser les ressources internes et technologiques au profit de la client\u00e8le qui ne comprend parfois pas le manque de personnel.<\/p>\n

    Il faut offrir un standard de qualit\u00e9 et surtout pour les appels entrants, il suffira d\u2019utiliser ad\u00e9quatement le syst\u00e8me de messagerie texte.<\/p>\n

    Pourquoi les concessionnaires payent pour des syst\u00e8mes hautement technologiques et qu\u2019il y a autant d\u2019appels entrants ?<\/p>\n

    Le client devrait prendre rendez-vous en ligne (si votre site est bien fait), texter ou envoyer un courriel lorsqu\u2019il d\u00e9sire prendre un rendez-vous (lancer la perche) et par la suite, un agent au service \u00e0 la client\u00e8le communique imm\u00e9diatement avec le client.<\/p>\n

    \u00c9vitez les 4,5 appels pour un client (le jeu du \u00ab j\u2019ai laiss\u00e9 un message \u00bb) et utiliser optimalement les outils TI que vous payez chers !<\/p>\n

    Sur le nombre d\u2019appels entrants, si vous analysez les num\u00e9ros de t\u00e9l\u00e9phone entrants, vous constaterez que le m\u00eame num\u00e9ro revient parfois\u2026<\/p>\n

    Nous devons nous poser des questions et insister sur le fait que prendre un rendez-vous pour le client au service \u00e0 la client\u00e8le n\u2019est pas de tout repos, surtout en p\u00e9riode achaland\u00e9e.<\/p>\n

    Il faudra donc user de strat\u00e9gies gagnantes pour rendre l\u2019exp\u00e9rience client agr\u00e9able.<\/p>\n

    Faites l\u2019architecture technologique de tous vos outils dans le but d\u2019utiliser vos ressources, et notamment bien g\u00e9rer vos op\u00e9rations de la prise d\u2019appels entrants.<\/p>\n

    Tout d\u00e9bute par la prise de rendez-vous et celle-ci doit \u00eatre organis\u00e9e de fa\u00e7on \u00e0 offrir un service rapide, courtois et dans des d\u00e9lais respectables.<\/p>\n

    Par la suite, il ne restera qu\u2019\u00e0 bien accueillir le client.<\/p>\n

    Comme l\u2019\u00e9crivain, le po\u00e8te, le moraliste et le diariste fran\u00e7ais disait : \u00ab Dans tout ce que nous faisons nous ne faisons qu’attendre, et c’est par impatience que nous mettons, entre nous et notre attente, une poussi\u00e8re de volont\u00e9s et de d\u00e9sirs, seulement par impatience \u00bb.<\/p>\n

    \n

    Yanick Jomphe est consultante en formation et sp\u00e9cialiste en implantation de syst\u00e8mes de relanceCRM. D\u00e9tentrice d\u2019un B.A.A., d\u2019un M.B.A. et d\u2019un Ph.D.. Formation en ligne et en vid\u00e9oconf\u00e9rence disponible. info@consultantsyjomphe.com.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

    La satisfaction du client devient difficile \u00e0 atteindre ! La p\u00e9nurie de main-d\u2019\u0153uvre vient affecter le service \u00e0 la client\u00e8le dans toutes les industries. Il devient difficile de trouver du personnel et surtout d\u2019offrir un service impeccable aux clients. Nous miserons donc sur la qualit\u00e9 du service et par cons\u00e9quent, sur les clients de qualit\u00e9….<\/p>\n","protected":false},"author":108,"featured_media":348390,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[808,646],"tags":[2802,839,842],"class_list":["post-348389","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-chroniques-experts-concessionnaires","category-concessionnaires","tag-entreprise","tag-produit-et-service-fr","tag-vente-et-marketing-fr"],"acf":[],"yoast_head":"\nLa satisfaction du client devient difficile \u00e0 atteindre ! - Autosphere<\/title>\n<meta name=\"description\" content=\"La p\u00e9nurie de main-d\u2019\u0153uvre vient affecter le service \u00e0 la client\u00e8le dans toutes les industries.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/autosphere.ca\/fr\/concessionnaires\/2021\/10\/19\/la-satisfaction-du-client-devient-difficile-a-atteindre\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"La satisfaction du client devient difficile \u00e0 atteindre !\" \/>\n<meta property=\"og:description\" content=\"La p\u00e9nurie de main-d\u2019\u0153uvre vient affecter le service \u00e0 la client\u00e8le dans toutes les industries.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/autosphere.ca\/fr\/concessionnaires\/2021\/10\/19\/la-satisfaction-du-client-devient-difficile-a-atteindre\/\" \/>\n<meta property=\"og:site_name\" content=\"Autosphere\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/autosphere.ca\" \/>\n<meta property=\"article:published_time\" content=\"2021-10-19T19:13:27+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/autosphere.ca\/wp-content\/uploads\/2021\/10\/enfant.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"758\" \/>\n\t<meta property=\"og:image:height\" content=\"585\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Yanick Jomphe\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@autosphere_ca\" \/>\n<meta name=\"twitter:site\" content=\"@autosphere_ca\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"Yanick Jomphe\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/concessionnaires\\\/2021\\\/10\\\/19\\\/la-satisfaction-du-client-devient-difficile-a-atteindre\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/concessionnaires\\\/2021\\\/10\\\/19\\\/la-satisfaction-du-client-devient-difficile-a-atteindre\\\/\"},\"author\":{\"name\":\"Yanick Jomphe\",\"@id\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/#\\\/schema\\\/person\\\/e3e65ff7cf23b2695d9094cbb09419c7\"},\"headline\":\"La satisfaction du client devient difficile \u00e0 atteindre !\",\"datePublished\":\"2021-10-19T19:13:27+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/concessionnaires\\\/2021\\\/10\\\/19\\\/la-satisfaction-du-client-devient-difficile-a-atteindre\\\/\"},\"wordCount\":907,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/concessionnaires\\\/2021\\\/10\\\/19\\\/la-satisfaction-du-client-devient-difficile-a-atteindre\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/autosphere.ca\\\/wp-content\\\/uploads\\\/2021\\\/10\\\/enfant.jpg\",\"keywords\":[\"Entreprise\",\"Produit et service\",\"Vente et marketing\"],\"articleSection\":[\"Chronique concessionnaires\",\"Concessionnaires\"],\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/autosphere.ca\\\/fr\\\/concessionnaires\\\/2021\\\/10\\\/19\\\/la-satisfaction-du-client-devient-difficile-a-atteindre\\\/#respond\"]}],\"copyrightYear\":\"2021\",\"copyrightHolder\":{\"@id\":\"https:\\\/\\\/autosphere.ca\\\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/concessionnaires\\\/2021\\\/10\\\/19\\\/la-satisfaction-du-client-devient-difficile-a-atteindre\\\/\",\"url\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/concessionnaires\\\/2021\\\/10\\\/19\\\/la-satisfaction-du-client-devient-difficile-a-atteindre\\\/\",\"name\":\"La satisfaction du client devient difficile \u00e0 atteindre ! 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