A Relação com os Clientes
Uma das partes preferidas do nosso trabalho é, sem dúvida, a relação com os clientes. Com certeza que já ouviu várias vezes que “cada cliente é um cliente” ou que “cada caso é um caso“, e por mais clichê que seja… é verdade.
É importante pensar que somos todos humanos, e isso eleva-nos para uma categoria diferente. A relação estabelecida neste tipo de área – e até me arrisco a dizer que em todas – deve ter sempre um toque pessoal, sem esquecer, claro, o profissionalismo. No nosso dia a dia, já nos deparamos várias vezes com pessoas atrás de um balcão que nem um sorriso conseguem esboçar. Não ficam logo com tal má impressão que até põe em causa a qualidade do trabalho efetuado? Já quando nos deparamos com alguém que até possa estar meio atrapalhado a realizar determinada função, mas compensa pela simpatia, até torna a interação mais divertida.
Então é mesmo esta a nossa palavra chave: interação. É essencial que seja pessoal, humana. Se até no mundo das tecnologias tudo o que são sites e aplicações e maquinaria em geral se preocupam cada vez mais com isto, porque não se haveria de preocupar também?
Claro que quando se fala em interação percebe-se que é um jogo duplo. Dá para os dois lados, tanto para o profissional, como para o cliente. Sim, porque estamos bastante habituados a ouvir que o “cliente tem sempre razão“, mas terá mesmo? No artigo seguinte abordamos melhor este assunto. Mas para já vamos focar-nos nesta dança entre empresas e consumidores, onde é importante manter o ritmo certo para que ninguém tropece e caia.
Mesmo quando o nosso par é meio pé de chumbo, temos que nos saber adaptar e guiar o bailado. Há pessoas mais fáceis de lidar que outras, é verdade. Mas há vários motivos e várias causas que podem levar alguém a reagir de determinada forma. Apesar de gostarmos de pensar que não, o Ser Humano reage maioritariamente de modo inconsciente consoante certos padrões que foi formando na sua vida. Talvez a culpa de ter um cliente mais zangado não seja sua, mas sim das várias experiências anteriores que já o programaram para reagir assim. Então tente sempre lembrar-se disto, ser compreensivo, saber ouvir, e ter jogo de cintura para se poder adaptar às necessidades dos seus clientes. Aliando estes fatores à qualidade de trabalho que deve sempre garantir, tem uma espécie de fórmula perfeita que, aos pouco, irá reprogramar o seu cliente e garantir boas relações no trabalho – e não só.
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