{"id":4283,"date":"2018-09-24T13:45:17","date_gmt":"2018-09-24T11:45:17","guid":{"rendered":"https:\/\/www.organisator.ch\/?p=4283"},"modified":"2018-09-24T13:45:17","modified_gmt":"2018-09-24T11:45:17","slug":"ueber-die-bedeutung-von-emotionen-im-service-management","status":"publish","type":"post","link":"https:\/\/www.organisator.ch\/it\/management\/2018-09-24\/ueber-die-bedeutung-von-emotionen-im-service-management\/","title":{"rendered":"Sull'importanza delle emozioni nella gestione dei servizi"},"content":{"rendered":"
\"\"
Le emozioni appartengono anche alla gestione dei servizi, dice Martin Beims di aretas GmbH. (Immagine: Aretas GmbH).<\/figcaption><\/figure>\n

La digitalizzazione porta costantemente sul mercato nuove tecnologie che influenzano i processi aziendali, i clienti, i dipendenti e i servizi. \"I manager devono rispondere alle sfide e stabilire la rotta\", dice Martin Beims, managing partner di Aretas GmbH, una societ\u00e0 di consulenza gestionale orientata ai servizi con sede ad Aschaffenburg. \"Elementare qui \u00e8 la progettazione di condizioni e processi appropriati per le persone, invece di costringerle in sistemi esistenti e soluzioni dalla letteratura. Per questo, i responsabili devono tenere conto soprattutto di una cosa: Emozioni\".<\/p>\n

Emozionalizzare i processi<\/h2>\n

Ormai quasi tutte le aziende hanno pi\u00f9 o meno costantemente digitalizzato i processi, anche nella gestione dei servizi. I clienti di solito lo sentono solo subliminalmente, ma in assenza di digitalizzazione, la scarsa integrazione dei dati, i problemi di comunicazione e la mancanza di sincronizzazione si fanno sentire. Per evitare questo, l'attenzione \u00e8 sul cliente e sul favorire la sensazione di essere compreso e di essere in mani sicure. \"Stiamo parlando di ci\u00f2 che chiamiamo l'emozionalizzazione dei servizi\", dice Beims. \"Ogni servizio e processo scatena inconsciamente delle emozioni positive o negative che il cervello immagazzina e da cui attinge per le decisioni future\". Questo significa che se l'esperienza di servizio \u00e8 stata buona, un cliente si sente pi\u00f9 incline a ordinare qualcosa o a richiedere un servizio dalla stessa azienda di nuovo che dopo un'esperienza negativa. Emozionare i servizi e i loro canali di distribuzione d\u00e0 quindi alle aziende un vantaggio competitivo.<\/p>\n

Concentrarsi sui desideri del cliente<\/h2>\n

Le emozioni influenzano inconsciamente le azioni delle persone. Se le aziende soddisfano le esigenze individuali dei clienti, questo aumenta il loro benessere e la loro soddisfazione. Questo a sua volta ha un effetto sul processo decisionale. Quando si progettano i processi, \u00e8 importante mantenere il cliente al centro dell'attenzione: Come vuole il cliente che il processo funzioni? \"Soprattutto per quanto riguarda i reclami e le interruzioni, l'importanza dei processi emozionali \u00e8 enorme e l'impatto di una mancanza di digitalizzazione \u00e8 evidente. Qui \u00e8 importante capire veramente le esigenze dei clienti e allineare coerentemente i processi con esse\", spiega l'amministratore delegato di aretas. I dipendenti devono trattare con i clienti con comprensione ed elaborare soluzioni insieme a loro. Solo attraverso questa connessione emotiva si pu\u00f2 costruire una base di fiducia che si consolida nel cervello del cliente, cos\u00ec che il cliente cercher\u00e0 di nuovo l'esperienza dell'azienda.<\/p>\n

Coinvolgere i dipendenti<\/h2>\n

In tutti i processi di cambiamento, la direzione deve sempre coinvolgere i dipendenti fin dall'inizio. Dopo tutto, i sentimenti entrano in gioco solo quando tutte le persone coinvolte sanno quali sono i requisiti moderni e come possono reagire ad essi. \"\u00c8 essenziale per la motivazione a lungo termine e quindi per il successo dell'offerta di servizi, trovare il giusto equilibrio tra i desideri individuali e le idee sul processo di servizio e allo stesso tempo le necessit\u00e0 aziendali. Quando si ha a che fare con i clienti, invece, \u00e8 sempre meglio agire nel modo in cui si vorrebbe essere trattati\", spiega Beims. \u00c8 necessaria una via di mezzo, tenendo sempre conto dell'obiettivo di rendere il prodotto o il servizio perfetto per il cliente. Sta agli impiegati riconoscere la situazione e agire di conseguenza, in modo che si possa sviluppare una relazione con il cliente. L'obiettivo \u00e8 quello di rafforzare questo legame il pi\u00f9 rapidamente possibile con l'aiuto di nuove esperienze positive. \"Una cosa \u00e8 certa: Per i manager, non c'\u00e8 modo di evitare di rendere i processi il pi\u00f9 semplice e comprensibile possibile per i clienti, perch\u00e9 la gente non compra prodotti che non capisce\", riassume Beims. Questo significa: il servizio deve ispirare i clienti in modo che usino i prodotti o i servizi offerti anche la prossima volta. Questo spesso rende secondari altri criteri decisionali come il prezzo.<\/p>\n

Ulteriori informazioni su aretas GmbH a www.aretas.de<\/a><\/em><\/p>\n

 <\/p>","protected":false},"excerpt":{"rendered":"

Durch die Digitalisierung gelangen stetig neue Technologien auf den Markt, die Gesch\u00e4ftsprozesse, Kunden, Mitarbeiter und Services beeinflussen. \u201eManager sind angehalten, auf die Herausforderungen einzugehen und die Weichen zu stellen“, wei\u00df Martin Beims, gesch\u00e4ftsf\u00fchrender Gesellschafter der Aretas GmbH, einer servicebetonten Unternehmensberatung mit Sitz in Aschaffenburg. \u201eElementar ist dabei die Gestaltung entsprechender Bedingungen und Prozesse f\u00fcr Menschen, […]<\/p>\n","protected":false},"author":4,"featured_media":4284,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_yoast_wpseo_focuskw":"Service-Management","_yoast_wpseo_metadesc":"Was macht guten Service in Zeiten des digitalen Wandels aus? 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