教育・コンサルティング事業部の松岡です。 今回は「顧客満足」がテーマです。 お客様のお問い合わせに対応するのは、先方の質問に答えるという受け身が多いものです。 同じような結論であったとしても、プロセスの違いで満足度は変わります。 先日私が体験した満足度の高い応対から、顧客満足について考えてみましょう。 先日、私は掃除機を買いました。 前の掃除機は「吸引力の変わらない」ことがウリの掃除機で気に入って使っていたものの、重くてなかなか掃除をしづらい…だから掃除機をかけることが週１になり、月１になり…。 そんな時にCMで観た「自然に手が出る」とのキャッチフレーズに惹かれ、毎日手軽にお掃除できそう！と購入しました。 スティックタイプの掃除機を使って１か月を過ぎたころ、中央についているネジがとれやすくなり掃除の途中で何度もとれてしまう事態が発生。 「買って1か月で…これは不良品!?」と焦り、すぐに掃除機に記載されているお客様窓口へ電話をしました。 この窓口担当の方の応対 【満足ポイント】 私が今、困っていることを「迅速」に解決してくれたこと。 私は掃除機を使っている途中でネジがとれ、掃除を中断し電話をしています。 ということは緊急を要することではないとしても、その人の暮らしを考えると「掃除機がないから掃除が出来なくて予定が狂った！」とイライラの種が生まれてしまいます。 迅速に応対出来ないということは、それだけでイライラの種を育ててしまいます。 気持ちに余裕があれば許せることが、イライラの種のせいでほんの少しのひとことが許せない… 一言一句より気遣いが必要になってしまうという自分たちの対応の
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