L’Empathie, Le Point Fort Des Télésecrétaires

En ce moment, nous entendons souvent parler de l’intelligence artificielle et de la robotique. Et ce, particulièrement lorsqu’il en vient à la gestion de la relation client. Or, si l’intelligence artificielle ne prime toujours pas dans ce domaine c’est pour une raison bien précise. Les robots et les machines manquent d’empathie. Cette lacune du côté du robot vient profiter aux centres d’appels. Pour cause l’empathie est primordiale dans la relation client.

L’importance de l’empathie dans la relation client

Dans ce monde «sur-connecté », les consommateurs manquent d’interactions humaines. Tant tout se fait désormais dans un monde digitale, les consommateurs ont tendance à chercher plus qu’un service ou un produit auprès des marques. En effet, ils recherchent de la considération. Les consommateurs du XXIe siècle s’attendent à être estimés et valorisés par les marques. Et tel est le cas non seulement au moment de choisir tel ou tel produit ou service mais aussi lorsque survient un problème.

Il est indéniable que ce nouveau besoin du « plus d’humain » a apporté une nouvelle dimension à la relation client. Pour qu’une entreprise soit prospère, il est essentiel qu’elle entretienne une bonne relation avec ses clients. C’est pourquoi les entreprises externalisent la gestion de leur relation client. Ce n’est pas parce qu’elles considèrent cela comme étant des tâches chronophages. Bien au contraire. Elles n’ont simplement pas les ressources et l’expertise nécessaire pour mener à bien ces opérations en interne.

La télésecrétaire un acteur clé dans la relation client

On a tous au moins une fois eu à faire avec une secrétaire. De sa position, la secrétaire compte parmi les premiers représentants d’une marque ou d’une entreprise. Son rôle est d’une importance cruciale car c’est à partir de sa façon d’agir et de traiter les clients que ces derniers construiront une image de cette entreprise.

La secrétaire se doit par conséquent d’être professionnelle et habile dans ses propos. En sus de cela, elle a pour mission non seulement d’acquérir de nouveaux clients mais aussi de prendre soin de ceux existants. Car oui, nous ne cesserons de le dire, un client fidèle est aussi rentable que 10  nouveaux clients.

Vous pensez alors, pourquoi externaliser ce service en centre d’appels, si son rôle est aussi important. Eh bien, justement, dépendant de la part de marché d’une entreprise, cette dernière avoir besoin de plus qu’une unique secrétaire. Ainsi, avoir plusieurs secrétaires en interne peut être compliqué. Or, en ayant recours à un centre d’appels vous pourrez bénéficier de personnes hautement qualifiées pouvant répondre à vos besoins mais aussi à ceux de vos clients.

La télésecrétaire l’empathie au cœur de l’entreprise

Et comme nous vous le disions, plusieurs facteurs entrent en jeu aujourd’hui dans le monde de la relation client. En l’occurrence, la télésecrétaire est celle qui a besoin de plus d’empathie que les autres. C’est elle qui doit entretenir les relations avec vous, vos collaborateurs, vos employés et vos clients. Elle est particulièrement efficace pour ce qui est des professions tels que médecins ou avocats qui traitent d’information sensible.

Les aptitudes que détient la télésecrétaire lui permettront de faire face aux situations les plus délicates avec tact et sans trop encombre. Elle fera preuve d’empathie. Les clients comme les collaborateurs de sentiront compris et à l’écoute. Par conséquent, ils n’hésiteront pas à refaire appel à vous. La télésecrétaire comprend les besoins et les états d’âmes de ses interlocuteurs.

Trouvez une télésecrétaire empathique

L’empathie, comme vous l’avez lu, est un point essentiel dans la relation client. Et les télésecrétaires plus que n’importe qui doivent pouvoir être empathique quand besoin est. Il est parfois dur de trouver les personnes adéquates et encore plus de trouver un centre adapté à ses besoins. C’est pourquoi nous vous proposons nos services pour trouver la personne qu’il vous faut.

Contactez-nous pour plus d’information au 09 70 71 83 00 ou écrivez-nous directement.

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