What will it be?
Conversing with friends who are managers of companies about how we can improve attention to our clients, I proposed the need to to seek a system which is substantially better than what we have done in this regard up to now.
Since then, I dedicated myself to reviewing hundreds of books on the subject, attended many lectures and courses, interviewed leaders in this area. For me, the management of service has become a fascinating and important theme to share with the world.
What is really important about service?
I began to ask myself this question in a moment when I thought to correctly attend a client was to learn to manufacture a smile through a formula which I encountered in workshops about attention to the client, in books, and in other resources.
A manager-server, perhaps due to concern about improving these situations, sends said employee to such a “course”, and that person acquires certain tools which cause him profound reflection. But, to put them into practice… everything falls apart. What do you do when this happens?
It is here where my question came about and the point of reflection telling me: “There must be a way.” “There must be a way to achieve it… but, what is it?”
Fortunately, I developed a project for a service training center and it was there where I decided to enter in this search for knowledge about the theme of service. For this, I took part in a workshop on attention to the client offered by the highly recognized ontological coach, Matilde Leal, at the Instituto de Estudios Superiores en Administración (IESA – Institute for Advanced Studies in Administration), in Caracas, Venezuela. This encounter with Matilde allowed me to see the first step of the answer
