{"id":11023,"date":"2018-08-15T15:33:00","date_gmt":"2018-08-15T13:33:00","guid":{"rendered":"https:\/\/swissbaker.ch\/?p=11023"},"modified":"2022-05-25T11:39:00","modified_gmt":"2022-05-25T09:39:00","slug":"voir-les-reclamations-comme-une-chance-precieuse","status":"publish","type":"post","link":"https:\/\/swissbaker.ch\/fr\/panissimo-news\/voir-les-reclamations-comme-une-chance-precieuse\/","title":{"rendered":"Voir les r\u00e9clamations comme une chance pr\u00e9cieuse"},"content":{"rendered":"\n<p><strong>Admettons-le: en principe, nous pourrions renoncer aux r\u00e9clamations dans le commerce de d\u00e9tail. Ces t\u00e2ches d\u00e9sagr\u00e9ables et exigeantes font cependant partie de notre quotidien de la vente.<\/strong><\/p>\n\n\n\n<p>Les r\u00e9clamations de clients sont souvent consid\u00e9r\u00e9es comme une attaque contre la personne, selon la devise \u00ab\u2005Mais qu\u2019ai-je de nouveau fait de mal?\u00bb. De nombreuses personnes ont tendance \u00e0 se sentir personnellement vis\u00e9es. A la suite d\u2019une incertitude, elles se mettent en position de d\u00e9fense. Elles adoptent un comportement inconvenant. Ces situations d\u00e9clenchent un ressentiment croissant de rage. On nie et contredit les dires du client afin d\u2019\u00e9chapper aussi rapidement que possible \u00e0 cette situation, de trouver un coupable et de se mettre en valeur.<\/p>\n\n\n\n<p><strong>Un cercle vicieux<\/strong><br>Dans la position de d\u00e9fense, on tombe dans l\u2019\u00e9motionnel. On se justifie avec des \u00ab\u2005oui, mais\u2026\u2005\u00bb\u2005; ce qui \u00e9nerve davantage la client\u00e8le. Et voil\u00e0 qu\u2019on a perdu\u2005! Il ne s\u2019agit plus du tout de la situation en elle, mais de soi. On n\u2019\u00e9coute plus exactement et on est absent. C\u2019est un v\u00e9ritable cercle vicieux.<\/p>\n\n\n\n<p>Une r\u00e9clamation n\u2019a rien \u00e0 voir avec soi personnellement. Il s\u2019agit d\u2019une chose\u2005: du produit, de la commande ou d\u2019une fausse livraison, par exemple. Pour cela, la plupart des clients viennent en personne. Ils font le chemin afin de trouver une solution.<\/p>\n\n\n\n<p>Concernant un comportement inappropri\u00e9, les r\u00e9clamations se font souvent par courriel. Il est en effet rare de voir que les clients parlent directement du comportement avec les vendeurs.<\/p>\n\n\n\n<p><strong>Une strat\u00e9gie positive<\/strong><br>Les gens s\u2019adressent directement \u00e0 Elisabeth Ghio quant \u00e0 leurs r\u00e9clamations, lors de ses interventions en tant que directrice de vente. Pour cela, elle a invent\u00e9 quelques strat\u00e9gies afin de les affronter de mani\u00e8re plus positive.<\/p>\n\n\n\n<p>Un client qui r\u00e9clame est:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>un bon client parce qu\u2019il n\u2019\u00e9migre pas chez le concurrent;<\/li><li>convaincu que le personnel est comp\u00e9tent et pr\u00eat \u00e0 trouver une solution;<\/li><li>convaincu d\u2019\u00eatre compris.<\/li><\/ul>\n\n\n\n<p><em>Une r\u00e9action intelligente et r\u00e9fl\u00e9chie par rapport \u00e0 une r\u00e9clamation est le premier pas vers une nouvelle affaire!<\/em><\/p>\n\n\n\n<p><strong>De pr\u00e9cieuses informations<\/strong><br>Des \u00e9tudes montrent que seulement environ 5\u202f% des clients insatisfaits signalent leur m\u00e9contentement. Alors quand un client passe, il souhaite trouver une oreille attentive et beaucoup de compr\u00e9hension par rapport \u00e0 sa demande.<\/p>\n\n\n\n<p>En se comportant correctement dans une telle situation, on sera surpris de ce qu\u2019un entretien de r\u00e9clamation positif peut provoquer. On peut aussi profiter de l\u2019occasion afin d\u2019obtenir des informations pr\u00e9cieuses lors du d\u00e9veloppement de produits et des services.<\/p>\n\n\n\n<p><strong>Publicit\u00e9 n\u00e9gative<\/strong><br>Des clients d\u00e9\u00e7us qui ne disent rien, en parlent environ \u00e0 20 personnes. Ils propagent ainsi une publicit\u00e9 n\u00e9gative. L\u2019Homme est un \u00eatre \u00e9trange. Sur 100\u202f%, environ 79\u202f% choses positives arrivent dans la vie. Que font la plupart des gens? Ils se concentrent sur les 21\u202f% n\u00e9gatifs et les diffusent autour d\u2019eux.<\/p>\n\n\n\n<p>Il en est de m\u00eame dans la vente. Quand un client sur 100 r\u00e9clame, on se concentre sur cette personne. On ne per\u00e7oit alors plus les autres exp\u00e9riences positives.<\/p>\n\n\n\n<p><em>.. la suite dans \u00abpanissimo\u00bb du 17 ao\u00fbt 2018&nbsp;<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Admettons-le: en principe, nous pourrions renoncer aux r\u00e9clamations dans le commerce de d\u00e9tail. Ces t\u00e2ches d\u00e9sagr\u00e9ables et exigeantes font cependant partie de notre quotidien de la vente. Les r\u00e9clamations de clients sont souvent consid\u00e9r\u00e9es comme une attaque contre la personne, selon la devise \u00ab\u2005Mais qu\u2019ai-je de nouveau fait de mal?\u00bb. De nombreuses personnes ont tendance \u00e0 se sentir personnellement vis\u00e9es. [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":6587,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[54,50],"tags":[],"class_list":["post-11023","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-conseils","category-vente-marketing"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.8 (Yoast SEO v26.8) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Voir les r\u00e9clamations comme une chance pr\u00e9cieuse | SBC<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/swissbaker.ch\/fr\/panissimo-news\/voir-les-reclamations-comme-une-chance-precieuse\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Voir les r\u00e9clamations comme une chance pr\u00e9cieuse\" \/>\n<meta property=\"og:description\" content=\"Admettons-le: en principe, nous pourrions renoncer aux r\u00e9clamations dans le commerce de d\u00e9tail. 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