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12. Januar 2012, 14:56:05
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Die vier Erfolgsfaktoren im Kundenservice!
Von Conradin Egli, 03. Februar 2009 – 08:13:00
In Magazinen, Zeitungen und Interviews wird viel darüber geschrieben und orakelt, auf was es ankommt, damit man Kunden binden und glücklich machen kann. Mit der Umfrage, welche wir jährlich durchführen und der daraus resultierenden Publikation Customer Service Report, erkennen wir stets neue Trends im Kundenservice. Schlussendlich gibt es aber für eine Service-Organisation vier wesentliche beständige Erfolgsfaktoren.
Erreichbarkeit, Freundlichkeit, Zuverlässigkeit und Kompetenz. Den Erfolg einer Service-Organisation kann man auf diese vier Schlagworte reduzieren. Verfolgt eine Service-Organisation strategische Ziele in allen diesen Bereichen wird sie erfolgreich sein. Natürlich verfolgt man je nach Branche noch andere Ziele und Trends. Als Grundlage für den Erfolg dienen aber immer diese vier.
Es gibt viele Dinge auf was eine Service-Organisation stolz ist. Know-how ihrer Mitarbeiter, technische Hilfsmittel oder die perfekte Organisation. Ausschlaggebend für eine Service-Organisation ist und bleibt aber die Erreichbarkeit. Sind wir nicht erreichbar, werden wir alle unsere anderen Stärken gar nicht erst einem Kunden beweisen können.
Kunden wünschen immer mehr ein authentisches Gegenüber. Freundlichkeit ist vielen Kunden genau so wichtig, wie die perfekte Lösung beim ersten Kontakt.
Um die Gunst der Kunden kann man in der heutigen schnelllebigen Welt vor allem noch mit einem hohen Mass von Zuverlässigkeit buhlen. Differenzierungsstrategien von Unternehmen werden von Kunden nur noch marginal wahrgenommen. Oder können Sie sich genau erinnern, welches das letzte wirklich kostengünstige Produkt war und welches ein wirklich qualitativ hochstehendes Produkt war? Kunden, welche mit einem Anliegen an ein Unternehmen herantreten (Auskunft, Problem usw.) und dabei zuverlässig und zur Zufriedenheit bedient werden, vergessen dieses Erlebnis nicht. Die Kunden reden mit anderen möglichen Kunden darüber und die Kundenbindung steigt.
Die Service-Organisation muss die Kompetenz haben um mindestens 50% der Kundenanliegen beim ersten Kontakt zufriedenstellend für den Kunden zu lösen, ansonsten wird die Organisation zur Vermittlungszentrale.
In nächster Zeit werde ich, neben anderen Themen, ein wenig mehr über die einzelnen Erfolgsfaktoren schreiben.
- Kategorie: Kundenservice
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5. Erfolgsfaktor: Ethik im Kundenservice
Ich wurde heute auf einen interessanten Artikel aufmerksam, der sich mit Ethik im Wirtschaftsleben beschäftigte. Es passt als 5. Erfolgsfaktor im Kundenservice hervorragend zum o.a. Artikel.
Es handelte sich um eine Reportage über Martin Essl, Vorstandsvorsitzender der Baumax AG.
"Mein großes Lebensziel ist es, in der Öffentlichkeit den Beweis anzutreten, dass man mit Ehrlichkeit, Langfristigkeit und Nachhaltigkeit erfolgreicher ist, als die Glücksritter, die mich vielleicht kurzfristig einmal links und rechts überholen, dann aber schnell wieder unten sind." sagt er selbst von sich. In jeder Baumax-Filiale wird mindestens ein Behinderter angestellt. Das hat zur Folge, dass auch das Betriebsklima im allgemeinen besser geworden ist. Humantität zahlt sich sozusagen eben aus. Im übrigen haben sie gute Erfahrungen mit besonderen Menschen für besondere Aufgaben gemacht.
Martin Essl hat starke Wurzeln im christlichen (evangelischen) Glauben und möchte diesen Glauben auch im täglichen Leben sichtbar machen.
Auch ich mache im Vertrieb und Kundenservice die Erfahrung, dass man mit Partnerschaftlichkeit, Ehrlichkeit und langfristigen, nachhaltigen Kundenbeziehungen auf jeden Fall mehr gewinnt, als mit der "hinter mir die Sintflut Taktik" oder dem "Ich verkaufe einem Eskimo einen Kühlschrank-Syndrom". Gerade in unserer Gesellschaft sind Verkäufer oft nicht gut angeschrieben. Prinzipiell wird angenommen, dass wir unsere Kunden über den Tisch ziehen wollen, und unser Hauptaugenmerk auf Umsatz und Provision liegt.
Ich bin davon überzeugt, dass es sich mittlerweile herumgesprochen hat, dass man mit einer solchen Einstellung nicht erfolgreich sein kann. Schon aus Eigeninteresse wenn nicht aus ethischen oder moralischen Gründen sollte unsere Zunft daher darauf achten, wie Kundenservice und Vertrieb vonstatten gehen.
Im größeren Zusammenhang werden ethische Überlegungen im Wirtschaftsleben zu mehr Gerechtigkeit, mehr Wohlstand und weniger Gewalt, Terrorismus und Armut in der Welt führen.
Und da bin ich u.a. mit Martin Essl einer Meinung, jeder sollte gleich bei sich anfangen.
Schöne Grüsse
Reinhard Paul