{"id":463,"date":"2013-04-09T13:04:47","date_gmt":"2013-04-09T12:04:47","guid":{"rendered":"https:\/\/www.fransreichardt.nl\/?p=332"},"modified":"2016-09-01T09:34:01","modified_gmt":"2016-09-01T09:34:01","slug":"oorlog-met-je-klanten","status":"publish","type":"post","link":"https:\/\/fransreichardt.com\/nl\/oorlog-met-je-klanten\/","title":{"rendered":"Oorlog met je klanten"},"content":{"rendered":"<p><a href=\"https:\/\/fransreichardt.com\/wp-content\/uploads\/2013\/09\/2013-04-09-Make-Love-Not-War-tumblr_mgq2k4f6KO1qzzsdjo1_1280.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"alignleft size-medium wp-image-333\" src=\"https:\/\/fransreichardt.com\/wp-content\/uploads\/2013\/09\/2013-04-09-Make-Love-Not-War-tumblr_mgq2k4f6KO1qzzsdjo1_1280-219x300.jpg\" alt=\"2013-04-09 Make Love Not War tumblr_mgq2k4f6KO1qzzsdjo1_1280\" width=\"219\" height=\"300\" \/><\/a>Ik: \u201cGoedenavond, met Frans Reichardt.\u201d<br \/>\nWar Child: \u201cGoedenavond, u spreekt met Tineke Somer van War Child. U hebt vorige week bij een van onze collectanten een formulier ingevuld. Ik wil u hartelijk bedanken voor uw steun, maar er is iets misgegaan op het formulier. Uw bankrekeningnummer ontbreekt.\u201d<br \/>\nIk: \u201cAh, goed dat u belt. Ik wil namelijk een eenmalige gift doen, maar ik wil geen donateur worden bij wie elke maand een bedrag van de rekening wordt afgeschreven. Kan dat?\u201d<br \/>\nWar Child: \u201cNee, dat kan niet.\u201d<br \/>\nIk: \u201cAls ik u nu mijn bankrekeningnummer geef en War Child machtig eenmalig een bedrag af te schrijven van mijn bankrekening?\u201d<br \/>\nWar Child: \u201cNee, dat kan niet. U ontvangt binnenkort een brief ter bevestiging van uw donateurschap en dan kunt u bellen om dat stop te zetten.\u201d<br \/>\nIk: \u201cIk heb u nu aan de lijn. Kunnen we dat dan niet beter nu meteen regelen? Dat bespaart Warchild het sturen van een brief en dus geld, het bespaart mij later een telefoontje en het bespaart ons allemaal moeite.\u201d<br \/>\nWar Child: \u201cNee, dat kan niet.\u201d<\/p>\n<p><strong>Struikgewas<br \/>\n<\/strong>Ik heb Tineke mijn bankrekeningnummer gegeven en zal na ontvangst van de brief War Child bellen, precies zoals War Child dat wil. Je hebt zelf ongetwijfeld vergelijkbare ervaringen. Met je telecombedrijf, je verzekeraar, het regionale ziekenhuis of de gemeenteambtenaren in je woonplaats. De klant staat met zijn goede bedoelingen in het open veld, de medewerkers van de organisatie zitten veilig verscholen in het struikgewas en schieten van afstand op de weerloze klant.<\/p>\n<p><strong>Klantervaringen<br \/>\n<\/strong>Elk jaar organiseert onderzoeksbureau MarketResponse de verkiezing van \u2018Het Klantvriendelijkste Bedrijf van Nederland\u2019. De onderzoekers leggen respondenten onder meer de vraag voor wat zij verstaan onder klantvriendelijkheid. Uit de antwoorden blijkt dat het gaat om klantbeleving en dat die vaak zit in kleine dingen. In klantervaringen met een positieve verrassing. In ervaringen met vriendelijke, behulpzame en kundige medewerkers, oprecht betrokken en ge\u00efnteresseerd, die bereid zijn de klant een echte oplossing te bieden en hiervoor n\u00e9t een stap verder te gaan.<\/p>\n<p>Voor de omgang met je klanten geldt het aloude hippie-adagium &#8216;Make Love, Not War&#8217;. Welke ervaringen zouden volgens jouw klanten wel wat liefdevoller mogen?<\/p>\n<p>Frans Reichardt<br \/>\nDe Klantenluisteraar<\/p>\n<span class=\"et_bloom_bottom_trigger\"><\/span>","protected":false},"excerpt":{"rendered":"<p>Ik: \u201cGoedenavond, met Frans Reichardt.\u201d War Child: \u201cGoedenavond, u spreekt met Tineke Somer van War Child. U hebt vorige week bij een van onze collectanten een formulier ingevuld. Ik wil u hartelijk bedanken voor uw steun, maar er is iets misgegaan op het formulier. Uw bankrekeningnummer ontbreekt.\u201d Ik: \u201cAh, goed dat u belt. Ik wil [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":3208,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[15],"tags":[3,18,45,27,46,47],"class_list":["post-463","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog-nederlands","tag-klantbeleving","tag-klanten-2","tag-klantervaring","tag-klantvriendelijkheid","tag-oorlog","tag-warchild"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Oorlog met je klanten<\/title>\n<meta name=\"description\" content=\"Oorlog met je klanten - Frans Reichardt\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/fransreichardt.com\/nl\/oorlog-met-je-klanten\/\" \/>\n<meta property=\"og:locale\" content=\"nl_NL\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Oorlog met je klanten\" \/>\n<meta property=\"og:description\" content=\"Oorlog met je klanten - 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