Marianella Dugarte

It really exists or is only a strategy for marketing of enterprises? The view of Marianella Dugarte, specialist recruitment and selection of personal, deficiencies in the quality of the service are a cultural problem, which in recent years has been accentuated by the lack of qualified personnel. People are accustomed to be treated badly and therefore tends to behave this way. Something cultural is to these departments, one looks for the candidate to have a minimum level of instruction and verbal skills, but the market has become very restricted as a result of the flight of talent. This has made that many times we have to lower the levels of requirements and recruit individuals who do not meet expectations. However, Alberto Patino, expert in communication, ensures that it is not a problem of culture. In his opinion, the Venezuelan has the perfect qualities to well serve customers, by their ability to communicate, his flexibility and his charisma. The issue is that few are dedicated to train him. Everyone says that customer service is important, but there is no school that gives instruction about it.

Not even a subject. From there, that the staff have to learn by trial and error: attending and doing damage to the client. The issue is that such damage does not apologize. It must be made clear, that well serve the customer is not attend in the simple sense of the word, but positively influence people. Now, in those situations in which the client feels that it ceased to have the reason, claim usually via to find some corrective. The issue is that not everyone knows to formalize its complaint without falling into discussion and not everyone knows to accept a complaint as constructive criticism. You said before that the complaint should be see as a gift – stated Patino – because the client had invested time and money to complain to give you a chance to improve.

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