“Our fixation on quantitative measures leads us to underestimate or ignore less tangible qualitative measurements, such as quality of service, public satisfaction, flexibility in the face of new problems, the time necessary to resolve a problem demanded by the public, and the accumulation of training, aptitude and professional attitude made by the workers. But it happens that these less tangible magnitudes are what really produce the success of an organization in the medium and long term. ” TOM PETERS
User Support
THE PUBLIC SERVICE
The customer is the center of the service offered
Organization and quality of service:
THE RESULT
The current user is:
- More difficult to satisfy More demanding Less patient Less time More informed
The user requests that:
- Let's listen to him, let's meet him, understand him, help him, be responsible, guide him, don't be indifferent to him, surprise him.
The moment of contact: What is the experience?
They are knowledge acquired during different moments of contact and through which future activities will be carried out based on them.
The moment of contact: the experience with the public
There are very few opportunities to create a very good experience.
Use the senses
- Affections Thought Knowledge Interactions All the customer perceives Work all
User experiences
- Living a good user experience will allow you to provide a value proposition. This can be achieved with any service. This way you can fully satisfy it. Provide recognized value propositions.
THE TRUE MOMENT
Show a positive attitude
- Show enthusiasmWe must reinforce our attitude all the time since… The public wants to keep the best of us, not the worst.
DEGREE OF USER SATISFACTION USER
CLASSES
THE ANGRY
They transmit two messages:
- One that has to do with the facts The other with his feelings.
It is up to us to transcend feelings to get the facts you need to solve the problem.
When dealing with these types of people, do not deny your anger, saying, "There is no reason to be angry" it will only make you more angry.
Some of the ways to reassure an angry person are:
- Stay in control. Don't get emotionally involved. Help the person overcome their anger. - Don't make promises you can't keep. Pay more attention to what you can and can't answer. Ask the person how. You would like to see your problem resolved.
THE DISCUSSOR
These people take pleasure in discussions.
When dealing with these individuals follow the following rules:
- Speak softly Ask your opinion Concentrate on the points you agree on. "Count to ten"
If you assure them that a sweater is white, they will say it is red. They are aggressive and probably will not agree or discuss everything you say.
USER CLASSES
THE CONVERTER
These individuals can grab a lot of your time if you allow it.
When dealing with these individuals follow the following rules:
Manage time according to demand. - Show interest, but make it clear that you must serve other people.
Try to keep in mind that the reason these people talk so much is that they are alone.
THE USUAL COMPLAINANT
The usual complainer doesn't like anything. Do not allow this individual to discourage or depress you. Assume this is simply part of your personality.
When dealing with these individuals follow the following rules:
When the regular complainer calls, try to separate legitimate complaints from false ones.
Avoid becoming defensive, no matter what you say. -Let him talk.
If the complaint is valid, take the appropriate steps to resolve the problem.
THE RUDE OR OFFENSIVE
If you realize what these people really are like, it will be easier for you to deal with them.
When dealing with these individuals follow the following rules:
- Don't try to "put them in their place," don't do it! A much more effective resource is to be kind, exceptionally kind, they will start to give you the same respect that you offer them.
They present themselves as arrogant and with absolute personal security. However, underneath, they feel lonely and insecure.
THE DEMANDING
These are individuals who interrupt you when you are in the middle of a conversation with another person.
They demand their immediate attention when feeling insecure.
When dealing with these individuals follow the following rules:
Treat them with the same respect as anyone else, but do not agree to their demands.
You can do this by focusing on your needs and not on your ways.
The curve of anger.
HOW DOES THE USER PERCEIVE?
- By sight 40% (gestures, postures, expressions) By what he feels By what he hears 25% (aromas, flavors) 35% (vocabulary, tone, language)
The main reason why the dissatisfaction of the USER is reached:
DO NOT SHOW INTEREST!
THE ROLE OF CARE STAFF
Resolve
Who?
Identify the profile
Know your context. That makes?
What ADVANTAGES does the company have to become the best option to solve its problems.
Determine the type needs.
What are the main characteristics?
Relate each feature to a generic benefit
What public problems does it solve?
How is it made up?
What relationship exists between strata?
What benefits do they offer?
What restrictions are there?
Who makes it up?
Learn to measure what's important:
“Our fixation on quantitative measures leads us to underestimate or ignore less tangible qualitative measurements, such as quality of service, public satisfaction, flexibility in the face of new problems, the time necessary to resolve a problem demanded by the public, and the accumulation of training, aptitude and professional attitude made by the workers. But it happens that these less tangible magnitudes are what really produce the success of an organization in the medium and long term. ” TOM PETERS
PRINCIPLES OF COMMUNICATION
No message is captured as the "sender" tries to say. The message is subject to the understanding of the "receiver".
All communication has a verbal and a paraverbal component (the one we demonstrate with attitudes and gestures).
The "sender" is solely responsible for ensuring that the message is understood and must do everything possible to verify that it has been interpreted according to its intention.
EVERYTHING in human life is language.
Communicate effectively.
The public wants information that is:
- Clara Brief Understandable
Understand the customer:
- Customers are not always friendly, they do not express themselves clearly, they must be guided and helped.
