{"id":5688,"date":"2023-02-07T00:12:52","date_gmt":"2023-02-07T00:12:52","guid":{"rendered":"https:\/\/sdo.co.mz\/?p=5688"},"modified":"2024-05-06T15:18:12","modified_gmt":"2024-05-06T15:18:12","slug":"o-bem-estar-dos-colaboradores-e-a-qualidade-do-atendimento-ao-cliente","status":"publish","type":"post","link":"https:\/\/sdo.co.mz\/en\/o-bem-estar-dos-colaboradores-e-a-qualidade-do-atendimento-ao-cliente\/","title":{"rendered":"O bem-estar dos Colaboradores e a qualidade do atendimento ao Cliente"},"content":{"rendered":"
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N\u00e3o \u00e9 preciso realizar grandes pesquisas de Cliente Mist\u00e9rio para perceber que a qualidade do atendimento ao Cliente est\u00e1 em decad\u00eancia<\/strong> na maior parte das institui\u00e7\u00f5es nacionais. Qualquer pessoa que entra num balc\u00e3o, pode, com muita facilidade, tornar-se Auditor da Qualidade do Atendimento ao Cliente e apontar os erros cometidos por aqueles que atendem.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Este cen\u00e1rio \u00e9 verificado quase em todas institui\u00e7\u00f5es, p\u00fablicas e privadas, sem qualquer distin\u00e7\u00e3o. Clientes perdem tempo em filas longas para depois serem atendidos sem qualquer personaliza\u00e7\u00e3o na intera\u00e7\u00e3o. Na banca, por exemplo, exceptuando nos balc\u00f5es exclusivos ou Private<\/em>, n\u00e3o h\u00e1 tema que se trata num balc\u00e3o em menos de meia hora. E, pior ainda, a aus\u00eancia do sorriso e da boa disposi\u00e7\u00e3o nos atendedores \u00e9 generalizada<\/strong>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Houve uma \u00e9poca, entre 2009 e 2016, em que as institui\u00e7\u00f5es privadas que recebem muitos Clientes por ano preocupavam-se em organizar programas formativos que inclu\u00edam o m\u00f3dulo de Atendimento ao Cliente. Mas, de h\u00e1 uns tempos para c\u00e1, verifica-se um grande desinvestimento nesses programas de forma\u00e7\u00e3o. Nalguns casos, poucos, esse m\u00f3dulo passou a ser ministrado em m\u00f3dulos de e<\/em>–learning<\/em>. Em Mo\u00e7ambique, essa modalidade de forma\u00e7\u00e3o n\u00e3o \u00e9 eficaz para m\u00f3dulos comportamentais. Ademais, no nosso contexto, infelizmente, os atendedores precisam de ser constantemente (re)ensinados a dizer \u201cbom dia\u201d, \u201cboa tarde\u201d, \u201ccomo posso ajudar?\u201d, \u201cvolte sempre\u201d, \u201cfoi um prazer\u201d, entre outras formas de demonstra\u00e7\u00e3o de cortesia.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Contudo, o desinvestimento n\u00e3o foi apenas nas mat\u00e9rias de forma\u00e7\u00e3o dos Colaboradores em compet\u00eancias comportamentais, foi tamb\u00e9m numa s\u00e9rie de outras iniciativas que visavam promover a sa\u00fade e o bem-estar nos Colaboradores. No nosso entendimento, \u00e9 a aus\u00eancia destes elementos que concorre para o agravamento da qualidade do atendimento prestado aos Clientes.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\n\t\t\t\t\"Mas isto afecta n\u00e3o apenas a atitude dos que est\u00e3o na linha da frente no atendimento, mas reflecte-se, posteriormente, por toda a empresa. Um ambiente saud\u00e1vel e acolhedor transforma a rela\u00e7\u00e3o do Colaborador com a empresa, com os fornecedores, com os parceiros e com os Clientes, principalmente porque o Colaborador deixa de considerar a sua jornada de trabalho como um fardo. Quando esta percep\u00e7\u00e3o muda para o melhor, a qualidade da produ\u00e7\u00e3o melhora e o atendimento prestado torna-se de excel\u00eancia. Enquanto isso n\u00e3o acontecer, vamos continuar a ouvir relatos de Colaboradores altamente infelizes nos seus postos de trabalho e, em particular, daqueles que trabalham arduamente para entregar resultados, \u00e0s vezes, \u00e0 custa da sua sa\u00fade.\"\t\t\t<\/p>\n\t\t\t\t\t\t\t

\n\t\t\t\t\t\t\t\t\t\t\tVicente Sitoe<\/cite>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/blockquote>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Programas de bem-estar distinguem-se por abarcar um conjunto de ac\u00e7\u00f5es coordenadas entre si, com o objectivo m\u00e1ximo de promover a sa\u00fade e felicidade dos Colaboradores. Eles servem, tamb\u00e9m, para consciencializar os Colaboradores a mudarem comportamentos e estilos de vida, dentro e fora do local de trabalho.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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A inten\u00e7\u00e3o por detr\u00e1s de qualquer programa de forma\u00e7\u00e3o e bem-estar \u00e9 a de promover o desenvolvimento de compet\u00eancias que levam \u00e0 concretiza\u00e7\u00e3o da miss\u00e3o da organiza\u00e7\u00e3o com sa\u00fade e felicidade no ambiente de trabalho.<\/strong> Em geral, Colaboradores mais saud\u00e1veis, mental, emocional, social e financeiramente, s\u00e3o mais aptos a atingir as suas metas sem press\u00e3o nenhuma e, colectivamente, ajudar a empresa a alcan\u00e7ar os seus objectivos estrat\u00e9gicos.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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O bem-estar no local de trabalho, significa que os Colaboradores est\u00e3o felizes e saud\u00e1veis enquanto realizam as suas tarefas. E, como pessoas felizes fazem outros felizes, Colaboradores felizes deixam Clientes tamb\u00e9m felizes.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\"Vicente-Sitoe\"<\/a><\/figure>

Vicente Sitoe<\/a><\/h3>

Executive Director | Partner<\/p><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

N\u00e3o \u00e9 preciso realizar grandes pesquisas de Cliente Mist\u00e9rio para perceber que a qualidade do atendimento ao Cliente est\u00e1 em decad\u00eancia na maior parte das institui\u00e7\u00f5es nacionais. Qualquer pessoa que entra num balc\u00e3o, pode, com muita facilidade, tornar-se Auditor da Qualidade do Atendimento ao Cliente e apontar os erros cometidos […]<\/p>\n","protected":false},"author":3,"featured_media":5733,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[42],"tags":[],"class_list":["post-5688","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-artigos"],"yoast_head":"\nO bem-estar dos Colaboradores e a qualidade do atendimento ao Cliente - SDO Mo\u00e7ambique<\/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:\/\/sdo.co.mz\/en\/o-bem-estar-dos-colaboradores-e-a-qualidade-do-atendimento-ao-cliente\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"O bem-estar dos Colaboradores e a qualidade do atendimento ao Cliente\" \/>\n<meta property=\"og:description\" content=\"N\u00e3o \u00e9 preciso realizar grandes pesquisas de Cliente Mist\u00e9rio para perceber que a qualidade do atendimento ao Cliente est\u00e1 em decad\u00eancia na maior parte das institui\u00e7\u00f5es nacionais. 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