Les agents d’accueil dans les entreprises devraient être préparés psychologiquement
Il n’y a pire pour les clients des entreprises que de rencontrer des agents d’accueil aigris et furieux qui n’offrent pas une bonne hospitalité. Aujourd’hui, les entreprises se battent pour exister en investissant dans les services comme l’accueil des clients. Cet investissement devient la priorité des entreprises car dit-on souvent qu’un client satisfait vaut 4 futurs clients.
Cependant, on rencontre toujours des travailleurs qui gèrent mal les clients. Il ressort selon les scientifiques que la non préparation psychologique des agents d’accueil pourrait expliquer ce phénomène. En 2010, monsieur Bodjona Essot’na, Psychologue du travail au Togo a mené une étude sur l’impact de la non préparation psychologique des agents de péage de Davié à travers la formation, les stages, l’expérience professionnel sur les prestations de ceux-ci en terme d’accueil professionnel. 44 agents se sont prêtés à son étude en répondant à son questionnaire.
Les résultats obtenus montrent que les agents qui ont une certaine expérience professionnelle et surtout qui ont déjà travaillé avec un public très exigeant ont plus de maitrise de soi et font usage d’un tact devant les situations d’agression de la part de la clientèle. Ainsi ils ont peu de conflit avec les usagers que les autres.
Pour ce qui est de la formation inherente à laccueil, il s’est degage clairementqu’elles contribuent à la maitrise de soi et des frustrations et par conséquent réduisent la vulnérabilité à la violence.
Il serait intéressant de :
- Former (préparer psychologiquement) les agents de postes d’accueil avant leur fonction
- Recruter ceux qui ont déjà de l’expérience dans un domaine similaire (A défaut de la formation)
- Sensibiliser les clients sur les comportements civiques
- Installer des panneaux de bienvenus et aurevoir au clients
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