{"id":7927,"date":"2021-08-03T14:53:36","date_gmt":"2021-08-03T12:53:36","guid":{"rendered":"https:\/\/www.zmc.com.tn\/?p=7927"},"modified":"2021-08-03T14:56:27","modified_gmt":"2021-08-03T12:56:27","slug":"un-service-a-la-clientele-dexcellence","status":"publish","type":"post","link":"https:\/\/www.zmc.com.tn\/?p=7927","title":{"rendered":"Un service \u00e0 la client\u00e8le d&rsquo;excellence"},"content":{"rendered":"<p><a href=\"https:\/\/www.zmc.com.tn\/?attachment_id=7925\" rel=\"attachment wp-att-7925\"><img decoding=\"async\" class=\"alignleft wp-image-7925 size-full\" src=\"https:\/\/www.zmc.com.tn\/wp-content\/uploads\/2021\/08\/03082021ec2.png\" alt=\"\" width=\"199\" height=\"199\" srcset=\"https:\/\/www.zmc.com.tn\/wp-content\/uploads\/2021\/08\/03082021ec2.png 199w, https:\/\/www.zmc.com.tn\/wp-content\/uploads\/2021\/08\/03082021ec2-150x150.png 150w\" sizes=\"(max-width: 199px) 100vw, 199px\" \/><\/a> <a href=\"https:\/\/www.zmc.com.tn\/?attachment_id=7928\" rel=\"attachment wp-att-7928\"><img decoding=\"async\" class=\"alignleft wp-image-7928 \" src=\"https:\/\/www.zmc.com.tn\/wp-content\/uploads\/2021\/08\/03082021pq.png\" alt=\"\" width=\"200\" height=\"200\" srcset=\"https:\/\/www.zmc.com.tn\/wp-content\/uploads\/2021\/08\/03082021pq.png 241w, https:\/\/www.zmc.com.tn\/wp-content\/uploads\/2021\/08\/03082021pq-150x150.png 150w\" sizes=\"(max-width: 200px) 100vw, 200px\" \/><\/a><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>Par Clare\u00a0Naden<\/p>\n<p>Nous savons tous \u00e0 quel point un bon service peut faire la diff\u00e9rence, et les organisations qui n\u00e9gligent cet aspect peuvent en payer le prix fort. \u00c0 une \u00e9poque o\u00f9 le changement est la norme et o\u00f9 les attentes des clients sont de plus en plus grandes, le service est d\u2019ores et d\u00e9j\u00e0 consid\u00e9r\u00e9 comme un\u00a0<a href=\"https:\/\/www.the-future-of-commerce.com\/2020\/12\/03\/2021-customer-service-trends\/\">outil de vente pr\u00e9cieux<\/a>\u00a0permettant d\u2019obtenir de meilleurs r\u00e9sultats financiers. De nouvelles normes ISO viennent d&rsquo;\u00eatre publi\u00e9es pour y contribuer.<\/p>\n<p><a href=\"https:\/\/www.iso.org\/fr\/standard\/76358.html\">ISO\u00a023592<\/a>,\u00a0Excellence de service\u00a0\u2013 Principes et mod\u00e8le, d\u00e9finit la terminologie, les principes et le mod\u00e8le associ\u00e9s \u00e0 l\u2019excellence de service. Cette norme est compl\u00e9t\u00e9e par une nouvelle sp\u00e9cification technique,\u00a0<a href=\"https:\/\/www.iso.org\/fr\/standard\/77762.html\">ISO\/TS\u00a024082<\/a>, qui \u00e9tablit des lignes directrices permettant de concevoir un service d\u2019excellence pour proposer aux clients une exp\u00e9rience exceptionnelle.<\/p>\n<p>Selon Cansu\u202fTumay, Manager du comit\u00e9 ISO charg\u00e9 de leur \u00e9laboration, de nombreuses organisations peuvent penser ou pr\u00e9tendre \u00eatre \u00e0 l\u2019\u00e9coute de leurs clients, sans pour autant r\u00e9aliser \u00e0 quel point cela requiert une approche v\u00e9ritablement globale.<\/p>\n<p>\u00ab\u202fSur le march\u00e9 concurrentiel d\u2019aujourd&rsquo;hui, il ne suffit pas qu\u2019un secteur de l\u2019entreprise, comme le personnel de premi\u00e8re ligne, se concentre sur le service, et il est indispensable d\u2019int\u00e9grer la notion de service dans chaque aspect de la culture et des processus organisationnels\u202f\u00bb, explique-t-elle.<\/p>\n<p>\u00ab\u202fLes organisations qui s\u2019efforcent d\u2019offrir une exp\u00e9rience exceptionnelle allant au-del\u00e0 des attentes des clients sont celles qui pourront vraiment prosp\u00e9rer.\u202f\u00bb<\/p>\n<p>ISO\u202f23592 et ISO\/TS\u202f24082 ont \u00e9t\u00e9 \u00e9labor\u00e9es par le comit\u00e9 technique\u00a0<a href=\"https:\/\/www.iso.org\/fr\/committee\/6721315.html\">ISO\/TC\u202f312<\/a>, Excellence de service, dont le secr\u00e9tariat est assur\u00e9 par le\u00a0<a href=\"https:\/\/www.iso.org\/fr\/member\/1511.html\">DIN<\/a>, membre de l\u2019ISO pour l\u2019Allemagne.<\/p>\n<p><a href=\"https:\/\/www.iso.org\/fr\/news\/ref2702.html\">https:\/\/www.iso.org\/fr\/news\/ref2702.html<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; Par Clare\u00a0Naden Nous savons tous \u00e0 quel point un bon service peut faire la diff\u00e9rence, et les organisations qui n\u00e9gligent cet aspect peuvent en payer le prix fort. \u00c0 une \u00e9poque o\u00f9 le changement est la norme et o\u00f9 les attentes des clients sont de plus en plus grandes, le service est d\u2019ores et d\u00e9j\u00e0 consid\u00e9r\u00e9 comme un\u00a0outil de vente pr\u00e9cieux\u00a0permettant d\u2019obtenir de meilleurs r\u00e9sultats financiers. De nouvelles normes ISO viennent d&rsquo;\u00eatre publi\u00e9es pour y contribuer. ISO\u00a023592,\u00a0Excellence de service\u00a0\u2013 Principes et mod\u00e8le, d\u00e9finit la terminologie,&hellip;<\/p>\n","protected":false},"author":1,"featured_media":7928,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[82],"tags":[],"class_list":["post-7927","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-parlons-qualite"],"post_mailing_queue_ids":[],"_links":{"self":[{"href":"https:\/\/www.zmc.com.tn\/index.php?rest_route=\/wp\/v2\/posts\/7927","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.zmc.com.tn\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.zmc.com.tn\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.zmc.com.tn\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.zmc.com.tn\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=7927"}],"version-history":[{"count":2,"href":"https:\/\/www.zmc.com.tn\/index.php?rest_route=\/wp\/v2\/posts\/7927\/revisions"}],"predecessor-version":[{"id":7931,"href":"https:\/\/www.zmc.com.tn\/index.php?rest_route=\/wp\/v2\/posts\/7927\/revisions\/7931"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.zmc.com.tn\/index.php?rest_route=\/wp\/v2\/media\/7928"}],"wp:attachment":[{"href":"https:\/\/www.zmc.com.tn\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=7927"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.zmc.com.tn\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=7927"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.zmc.com.tn\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=7927"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}