"Não ande atrás de mim, talvez eu não saiba liderar. Não ande na minha frente, talvez eu não queira seguí-lo. Ande ao meu lado, para podermos caminhar juntos."


O termo robô tem origem na palavra checa robota, que significa “trabalho forçado”

Robotização e Qualidade no Atendimento
Uma das grandes preocupações das empresas é a eficiência nos processos, como atendimento, entrega de mercadorias, vendas etc. Tudo deve ser rápido, prático, custar pouco e resolver todas as tarefas imagináveis.
Dessa necessidade surge um fenômeno nem sempre bem vindo: a robotização. Não estou falando de softwares de gestão nem de máquinas controlando processos, mas de seres humanos reduzidos a robôs, com sua natural capacidade de raciocínio retirada e substituída pela simples capacidade de seguir um roteiro pré determinado.
Isto se torna grave quando acontece na área de atendimento ao cliente, quando o desejo de simplificar tarefas leva as empresas a adotarem formulários padronizados, criarem políticas de atendimento e normas rígidas. Também cabe aqui citar a contratação de pessoal mais “barato” e menos qualificado, visto que só precisarão seguir o script pré definido.
A conseqüência disso é que qualquer problema que fugir das normas ou formulários acaba sendo empurrado de um departamento a outro, que sem terem uma solução deixam o consumidor entediado e furioso.
Logo na área onde o contato deve se dar entre seres humanos, onde o consumidor chega com suas angústias e o atendimento tem a possibilidade de resolver. Mas a robotização afasta as pessoas, torna-as frias e distancia a empresa de seus clientes.

Comentários em: "Robotização" (20)

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