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Le dispositif « Suivi qualité et fidélisation du client » à destination de nos labellisés se poursuit et cette fois-ci nous voulons partager avec vous le témoignage de Muriel Simon, responsable du Moulin de la Malène, base de canoë dans les Gorges du Tarn.

Madame Simon est convaincue de l’utilité des avis clients et elle nous a fait part de sa satisfaction à y répondre, à utiliser les avis comme atout promotionnel et de valorisation du travail de l’équipe de sa structure.

Voici son témoignage :

« Il est important pour moi (au nom de mon équipe) de répondre à chaque avis qu’il soit bon ou mauvais. Mes réponses sont personnalisées, j’essaie d’être réactive, je remercie les clients de prendre le temps de laisser un avis et dans le cas où l’avis est mauvais, je ne cherche pas à me justifier, si le client me fait part de ses émotions ou de ses attentes, c’est qu’il souhaite être entendu. Je reste positive en répondant simplement que je prends ses remarques en considération. Avec mon équipe nous sommes contents des avis élogieux, c’est un belle récompense, de nombreux clients nous disent qu’ils sont venus chez nous grâce aux avis. Les mauvais avis (ça arrive) nous marquent plus, nous voulons comprendre ce qui a pu tant marquer les clients au point de l’écrire, si c’est une erreur de notre part, nous y remédions rapidement, nous avons même vu un client pas content revenir, comme quoi de l’insatisfaction à la satisfaction il n’y a qu’un pas. De plus je prends plaisir à répondre, ça me permet de garder un lien. »

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