{"id":411065,"date":"2024-05-16T12:33:06","date_gmt":"2024-05-16T16:33:06","guid":{"rendered":"https:\/\/autosphere.ca\/?p=411065"},"modified":"2024-05-16T12:33:06","modified_gmt":"2024-05-16T16:33:06","slug":"ameliorer-le-service-des-le-premier-contact-analyse-approfondie-du-processus-daccueil-au-service","status":"publish","type":"post","link":"https:\/\/autosphere.ca\/fr\/concessionnaires\/2024\/05\/16\/ameliorer-le-service-des-le-premier-contact-analyse-approfondie-du-processus-daccueil-au-service\/","title":{"rendered":"Am\u00e9liorer le service d\u00e8s le premier contact : Analyse approfondie du processus d&rsquo;accueil au service"},"content":{"rendered":"<p><strong>Reynolds a r\u00e9cemment pr\u00e9sent\u00e9 une \u00e9tude intitul\u00e9e \u00ab Am\u00e9liorer le service d\u00e8s le premier contact : Analyse approfondie du processus d&rsquo;accueil au service \u00bb (<em>Enhancing Service from Hello: A Deep Dive into the Service Check-In Process<\/em>). <\/strong><\/p>\n<p>Cette nouvelle \u00e9tude examine le point de vue des concessionnaires sur le processus d&rsquo;accueil et analyse l&rsquo;opinion des clients sur ce processus, afin de d\u00e9terminer si les deux groupes sont sur la m\u00eame longueur d&rsquo;onde.<\/p>\n<p>L&rsquo;\u00e9tude a interrog\u00e9 le personnel de plus de 150 concessionnaires au Canada et aux \u00c9tats-Unis, et pr\u00e8s de 700 clients de concessionnaires par t\u00e9l\u00e9phone.<\/p>\n<h2><strong>Faits saillants<\/strong><\/h2>\n<ul>\n<li>96 % des concessionnaires interrog\u00e9s pr\u00e9f\u00e9reraient une proc\u00e9dure d&rsquo;accueil standardis\u00e9e.<\/li>\n<li>100 % ont indiqu\u00e9 qu&rsquo;il \u00e9tait important d&rsquo;obtenir des informations pr\u00e9cises sur les clients lors du processus d&rsquo;accueil.<\/li>\n<li>98 % ont indiqu\u00e9 qu&rsquo;il \u00e9tait important de proposer des produits connexes au cours du processus d&rsquo;accueil.<\/li>\n<li>Seuls 26 % d&rsquo;entre eux d\u00e9clarent que leurs conseillers proposent des promotions \u00e0 chaque client, et pour ceux qui ne le font pas, la raison principale est que les conseillers sont trop occup\u00e9s avec d&rsquo;autres clients.<\/li>\n<li>96 % ont indiqu\u00e9 que la rapidit\u00e9 de l&rsquo;enregistrement \u00e9tait importante pour le processus.<\/li>\n<li>90 % des concessionnaires affirment que leur vitesse d&rsquo;enregistrement est de sept minutes ou moins.<\/li>\n<li>Seuls 55 % des clients d\u00e9clarent que le processus a dur\u00e9 sept minutes ou moins.<\/li>\n<li>90 % des clients sont pr\u00eats \u00e0 utiliser un kiosque en libre-service pour s&rsquo;enregistrer et pour d&rsquo;autres t\u00e2ches (d\u00e9p\u00f4t et retrait en dehors des heures de bureau, paiements mobiles).<\/li>\n<li>70% l&rsquo;utiliseraient \u00e0 chaque fois ou presque.<\/li>\n<li>30 % d&rsquo;entre eux l&rsquo;utiliseraient pour pouvoir entrer et sortir plus rapidement de la concession par leurs propres moyens.<\/li>\n<li>29 % l&rsquo;utiliseraient pour \u00e9viter de se sentir pouss\u00e9s \u00e0 l&rsquo;achat par un employ\u00e9.<\/li>\n<\/ul>\n<h2><strong>Les clients se soucient du temps<\/strong><\/h2>\n<p>En fin de compte, l&rsquo;\u00e9tude a montr\u00e9 que les clients se soucient du temps pass\u00e9 avant et pendant leur rendez-vous et qu&rsquo;ils souhaitent que la technologie du libre-service acc\u00e9l\u00e8re le processus. Il est clair que la pr\u00e9sence de la technologie du libre-service dans d&rsquo;autres parties de leur vie (magasins, restaurants, cin\u00e9mas, a\u00e9roports, etc.), ainsi que la commodit\u00e9 et la rapidit\u00e9 qu&rsquo;elle offre, ont conditionn\u00e9 ou convaincu de nombreuses personnes de l&rsquo;utiliser lorsqu&rsquo;elle est pr\u00e9sent\u00e9e comme une option.<\/p>\n<p>Par ailleurs, les concessionnaires reconnaissent que le temps est un facteur essentiel de la satisfaction du client. Ils pr\u00e9f\u00e8rent que le processus d&rsquo;accueil et d&rsquo;enregistrement soit efficace et qu&rsquo;il soit suivi de la m\u00eame mani\u00e8re \u00e0 chaque fois. Toutefois, plusieurs variables peuvent limiter la fr\u00e9quence \u00e0 laquelle cet objectif est atteint dans le cadre d&rsquo;un processus en face-\u00e0-face.<\/p>\n<p>Le rapport complet est disponible <a href=\"https:\/\/info.gomoto.com\/enhance-everything\" target=\"_blank\" rel=\"noopener\">ici<\/a> (en anglais).<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Reynolds a r\u00e9cemment pr\u00e9sent\u00e9 une \u00e9tude intitul\u00e9e \u00ab Am\u00e9liorer le service d\u00e8s le premier contact : Analyse approfondie du processus d&rsquo;accueil au service \u00bb (Enhancing Service from Hello: A Deep Dive into the Service Check-In Process). Cette nouvelle \u00e9tude examine le point de vue des concessionnaires sur le processus d&rsquo;accueil et analyse l&rsquo;opinion des clients&#8230;<\/p>\n","protected":false},"author":18,"featured_media":411063,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[823,646],"tags":[2532,5017,5937,5486],"class_list":["post-411065","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-concessionnaires-communique","category-concessionnaires","tag-rapport","tag-rapport-fr","tag-reynolds-fr","tag-service-a-la-clientele"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.7 (Yoast SEO v27.7) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Am\u00e9liorer le service d\u00e8s le premier contact : Analyse approfondie du processus d&#039;accueil au service - Autosphere<\/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:\/\/autosphere.ca\/fr\/concessionnaires\/2024\/05\/16\/ameliorer-le-service-des-le-premier-contact-analyse-approfondie-du-processus-daccueil-au-service\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Am\u00e9liorer le service d\u00e8s le premier contact : Analyse approfondie du processus d&#039;accueil au service\" \/>\n<meta property=\"og:description\" content=\"Reynolds a r\u00e9cemment pr\u00e9sent\u00e9 une \u00e9tude intitul\u00e9e \u00ab Am\u00e9liorer le service d\u00e8s le premier contact : Analyse approfondie du processus d&rsquo;accueil au service \u00bb (Enhancing Service from Hello: A Deep Dive into the Service Check-In Process). Cette nouvelle \u00e9tude examine le point de vue des concessionnaires sur le processus d&rsquo;accueil et analyse l&rsquo;opinion des clients...\" \/>\n<meta property=\"og:url\" content=\"https:\/\/autosphere.ca\/fr\/concessionnaires\/2024\/05\/16\/ameliorer-le-service-des-le-premier-contact-analyse-approfondie-du-processus-daccueil-au-service\/\" \/>\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=\"2024-05-16T16:33:06+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/autosphere.ca\/wp-content\/uploads\/2024\/05\/WP_GoMoto_Lineup_Kiosks.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=\"Shirley Brown\" \/>\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=\"Shirley Brown\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/concessionnaires\\\/2024\\\/05\\\/16\\\/ameliorer-le-service-des-le-premier-contact-analyse-approfondie-du-processus-daccueil-au-service\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/concessionnaires\\\/2024\\\/05\\\/16\\\/ameliorer-le-service-des-le-premier-contact-analyse-approfondie-du-processus-daccueil-au-service\\\/\"},\"author\":{\"name\":\"Shirley Brown\",\"@id\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/#\\\/schema\\\/person\\\/f65c63614f1fafed9ccaed731a7e769a\"},\"headline\":\"Am\u00e9liorer le service d\u00e8s le premier contact : Analyse approfondie du processus d&rsquo;accueil au service\",\"datePublished\":\"2024-05-16T16:33:06+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/concessionnaires\\\/2024\\\/05\\\/16\\\/ameliorer-le-service-des-le-premier-contact-analyse-approfondie-du-processus-daccueil-au-service\\\/\"},\"wordCount\":495,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/concessionnaires\\\/2024\\\/05\\\/16\\\/ameliorer-le-service-des-le-premier-contact-analyse-approfondie-du-processus-daccueil-au-service\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/autosphere.ca\\\/wp-content\\\/uploads\\\/2024\\\/05\\\/WP_GoMoto_Lineup_Kiosks.jpg\",\"keywords\":[\"Rapport\",\"Rapport\",\"Reynolds\",\"Service \u00e0 la client\u00e8le\"],\"articleSection\":[\"Communiqu\u00e9 de presse\",\"Concessionnaires\"],\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/autosphere.ca\\\/fr\\\/concessionnaires\\\/2024\\\/05\\\/16\\\/ameliorer-le-service-des-le-premier-contact-analyse-approfondie-du-processus-daccueil-au-service\\\/#respond\"]}],\"copyrightYear\":\"2024\",\"copyrightHolder\":{\"@id\":\"https:\\\/\\\/autosphere.ca\\\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/concessionnaires\\\/2024\\\/05\\\/16\\\/ameliorer-le-service-des-le-premier-contact-analyse-approfondie-du-processus-daccueil-au-service\\\/\",\"url\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/concessionnaires\\\/2024\\\/05\\\/16\\\/ameliorer-le-service-des-le-premier-contact-analyse-approfondie-du-processus-daccueil-au-service\\\/\",\"name\":\"Am\u00e9liorer le service d\u00e8s le premier contact : Analyse approfondie du processus d'accueil au service - 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