{"id":27771,"date":"2019-07-19T13:09:28","date_gmt":"2019-07-19T11:09:28","guid":{"rendered":"https:\/\/blog.wildix.com\/?p=27771"},"modified":"2019-07-19T13:14:37","modified_gmt":"2019-07-19T11:14:37","slug":"les-bonnes-pratiques-pour-un-support-efficace","status":"publish","type":"post","link":"https:\/\/blog.wildix.com\/fr\/les-bonnes-pratiques-pour-un-support-efficace\/","title":{"rendered":"Les bonnes pratiques pour un support efficace"},"content":{"rendered":"<p><span style=\"font-weight: 400;\"><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone size-medium wp-image-27777\" src=\"https:\/\/blog.wildix.com\/wp-content\/uploads\/2019\/07\/000164757_5-300x200.jpg\" alt=\"\" width=\"300\" height=\"200\" srcset=\"https:\/\/blog.wildix.com\/wp-content\/uploads\/2019\/07\/000164757_5-300x200.jpg 300w, https:\/\/blog.wildix.com\/wp-content\/uploads\/2019\/07\/000164757_5-768x512.jpg 768w, https:\/\/blog.wildix.com\/wp-content\/uploads\/2019\/07\/000164757_5-624x416.jpg 624w, https:\/\/blog.wildix.com\/wp-content\/uploads\/2019\/07\/000164757_5.jpg 930w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/span><\/p>\n<p><span style=\"font-weight: 400;\">98% des clients m\u00e9contents ne se plaignent pas et d\u00e9cident simplement de mettre fin \u00e0 leur contrat (et partent chez la concurrence).\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">De nombreuses entreprise font l\u2019erreur de ne pas soigner leur service client, elles proposent, en g\u00e9n\u00e9ral, une hotline qui ne r\u00e9pond jamais ou tardivement aux demandes de support.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Et pourtant, <\/span><b>un bon service client permet d\u2019am\u00e9liorer efficacement l\u2019image de votre entreprise, c\u2019est une des cl\u00e9s de la fid\u00e9lisation client<\/b><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p><!--more--><\/p>\n<p><span style=\"font-weight: 400;\">Ici, quelques chiffres utiles au sujet du service client :<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">1 client tr\u00e8s m\u00e9content parlera de son exp\u00e9rience \u00e0 20 personnes<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">1 client m\u00e9content parlera de son exp\u00e9rience \u00e0 12 personnes<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">1 client satisfait en parlera \u00e0 3 personnes<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">20% de vos clients r\u00e9alisent 80% de votre chiffre d\u2019affaires<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">10% de vos clients r\u00e9alisent 90% de vos profits.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Ces chiffres nous montrent la r\u00e9alit\u00e9 du business d\u2019aujourd\u2019hui.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Pour construire au mieux le processus de support, nous vous proposons une approche en 5 \u00e9tapes :\u00a0<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\"><b>Ecouter le client<\/b><span style=\"font-weight: 400;\"> : lorsque celui-ci vous contacte pour une demande de support, il est tr\u00e8s important de faire une \u00e9coute active, c\u2019est une \u00e9tape primordiale dans la construction de votre business.<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Valider la compr\u00e9hension<\/b><span style=\"font-weight: 400;\"> : apr\u00e8s avoir \u00e9cout\u00e9 la demande de votre client, il vous faut valider le fait de l\u2019avoir bien comprise. N\u2019h\u00e9sitez pas \u00e0 reformuler le contenu des explications fournies car il est possible qu\u2019elles soient insuffisantes et \u00e0 poser des questions suppl\u00e9mentaires pour vous faire une id\u00e9e concr\u00e8te.<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Diagnostiquer<\/b><span style=\"font-weight: 400;\"> : Apr\u00e8s avoir \u00e9cout\u00e9 et reformul\u00e9 la bonne compr\u00e9hension de la demande, vous effectuez le premier diagnostic avec le client. C\u2019est dans cette \u00e9tape qu\u2019il faudra communiquer la demande en interne pour \u00e9tablir un diagnostic le plus pr\u00e9cis possible.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Agir<\/b><span style=\"font-weight: 400;\"> : C\u2019est ici que vous agissez, vous commencez \u00e0 traiter la demande de votre client.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Satisfaire votre client<\/b><span style=\"font-weight: 400;\"> : votre r\u00e9ponse doit \u00eatre concr\u00e8te et rapide, vous proposez les bonnes pratiques pour r\u00e9ussir.\u00a0<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">Voici les bonnes pratiques pour <\/span><b>une meilleure r\u00e9ussite de votre support<\/b><span style=\"font-weight: 400;\"> :<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><b>\u00catre toujours disponible et r\u00e9actif<\/b><span style=\"font-weight: 400;\"> : avoir des agents disponibles couvrant des plages horaires suffisamment larges pour pouvoir r\u00e9pondre aux demandes entrantes. Une fois la demande bien prise en charge, il est recommand\u00e9 d\u2019envoyer un mail automatique pour que votre client soit au courant que sa demande ait bien \u00e9t\u00e9 prise en compte par tel ou tel technicien disponible.<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Comprendre, analyser et diagnostiquer la demande<\/b><span style=\"font-weight: 400;\"> : il faudra apporter, le plus rapidement, possible <\/span><b>une r\u00e9ponse de qualit\u00e9 qui doit \u00eatre valid\u00e9e par votre client<\/b><span style=\"font-weight: 400;\">, n\u2019h\u00e9sitez surtout pas \u00e0 l\u2019appeler pour lui demander si la r\u00e9ponse apport\u00e9e lui convient.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Prenons un exemple :\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Un client appelle un partenaire car il rencontre un probl\u00e8me. Dans un premier temps, il va falloir <\/span><b>comprendre ce qu\u2019il se passe<\/b><span style=\"font-weight: 400;\">. <\/span><b>Vous analysez ensuite le probl\u00e8me<\/b><span style=\"font-weight: 400;\">, c\u2019est le point crucial : le client vous a exprim\u00e9 un besoin ou un probl\u00e8me, mais l\u2019a-t-il bien exprim\u00e9 ? Ce n\u2019est pas un professionnel, il vous l\u2019a dit avec ses propres mots, il se peut qu\u2019il soit pass\u00e9 compl\u00e8tement \u00e0 c\u00f4t\u00e9 du sujet. S\u2019il vous dit que son t\u00e9l\u00e9phone ne fonctionne pas, qu\u2019est-ce que cela veut dire ? Celui-ci ne fonctionne-t-il pas quand j\u2019appelle en interne ? en externe ? lors d\u2019un appel entrant ? sortant ? est-ce que je ne peux plus composer ? est-ce que je n\u2019entends pas la voix ? Le sujet peut \u00eatre vraiment complexe.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Il faut rappeler le client pour bien cibler le probl\u00e8me, et surtout le reproduire. Si vous ne le faites pas, il se peut qu\u2019il n\u2019y ait en r\u00e9alit\u00e9 aucun probl\u00e8me.<\/span><\/p>\n<p><b>Pour la bonne compr\u00e9hension du probl\u00e8me, il faut donc absolument analyser, reformuler et reproduire le probl\u00e8me<\/b><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>98% des clients m\u00e9contents ne se plaignent pas et d\u00e9cident simplement de mettre fin \u00e0 leur contrat (et partent chez la concurrence).\u00a0 De nombreuses entreprise font l\u2019erreur de ne pas soigner leur service client, elles proposent, en g\u00e9n\u00e9ral, une hotline qui ne r\u00e9pond jamais ou tardivement aux demandes de support.\u00a0 Et pourtant, un bon service &hellip; <\/p>\n<p class=\"link-more\"><a href=\"https:\/\/blog.wildix.com\/fr\/les-bonnes-pratiques-pour-un-support-efficace\/\" class=\"more-link\">Continuer la lecture<span class=\"screen-reader-text\"> de &laquo;&nbsp;Les bonnes pratiques pour un support efficace&nbsp;&raquo;<\/span><\/a><\/p>\n","protected":false},"author":480,"featured_media":27777,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[53],"tags":[],"class_list":["post-27771","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Les bonnes pratiques pour un support efficace | Wildix<\/title>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Les bonnes pratiques pour un support efficace | Wildix\" \/>\n<meta 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