Les agents d’accueil dans les entreprises devraient être préparés psychologiquement

Les agents d’accueil dans les entreprises devraient être préparés psychologiquement
Image illustrative

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

Vous avez des questions sur cet article, et vous souhaitez en savoir plus ?  posez votre question sur notre section « Questions » . Et n’oubliez pas de commenter l’article pour expliquer votre point de vue sur le sujet, que vous viviez cette situation de près ou de loin.

Emilie EDJE

Psychologue du Travail et des Organisations en Formation, je suis EDJE Adjo Émilie. Notre communauté se tue faute de connaissances. Je vous invite alors à me suivre chaque dimanche dans la rubrique BON A SAVOIR sur le site Monpsychomag. C’est avec une totale plénitude de joie que je vous attends pour plus de bonnes choses à savoir et répondre à toutes vos inquiétudes.

81 commentaires sur “Les agents d’accueil dans les entreprises devraient être préparés psychologiquement

  1. Your article helped me a lot, thanks for the information. I also like your blog theme, can you tell me how you did it?

  2. naturally like your web site however you need to take a look at the spelling on several of your posts. A number of them are rife with spelling problems and I find it very bothersome to tell the truth on the other hand I will surely come again again.

  3. For the reason that the admin of this site is working, no uncertainty very quickly it will be renowned, due to its quality contents.

  4. I’m often to blogging and i really appreciate your content. The article has actually peaks my interest. I’m going to bookmark your web site and maintain checking for brand spanking new information.

  5. Hi! I’m at work surfing around your blog from my new iphone 4! Just wanted to say I love reading your blog and look forward to all your posts! Keep up the fantastic work!

  6. For the reason that the admin of this site is working, no uncertainty very quickly it will be renowned, due to its quality contents.

  7. Try to slowly read the articles on this website, don’t just comment, I think the posts on this page are very helpful, because I understand the intent of the author of this article.

  8. Your article gave me a lot of inspiration, I hope you can explain your point of view in more detail, because I have some doubts, thank you.

  9. Hi! I’m at work surfing around your blog from my new iphone 4! Just wanted to say I love reading your blog and look forward to all your posts! Keep up the fantastic work!

  10. naturally like your web site however you need to take a look at the spelling on several of your posts. A number of them are rife with spelling problems and I find it very bothersome to tell the truth on the other hand I will surely come again again.

  11. I think the content you share is interesting, but for me there is still something missing, because the things discussed above are not important to talk about today.

  12. I really like reading through a post that can make men and women think. Also, thank you for allowing me to comment!

  13. I’m often to blogging and i really appreciate your content. The article has actually peaks my interest. I’m going to bookmark your web site and maintain checking for brand spanking new information.

  14. This is really interesting, You’re a very skilled blogger. I’ve joined your feed and look forward to seeking more of your magnificent post. Also, I’ve shared your site in my social networks!

  15. I’m often to blogging and i really appreciate your content. The article has actually peaks my interest. I’m going to bookmark your web site and maintain checking for brand spanking new information.

  16. For the reason that the admin of this site is working, no uncertainty very quickly it will be renowned, due to its quality contents.

  17. Great wordpress blog here.. It’s hard to find quality writing like yours these days. I really appreciate people like you! take care

  18. I think the content you share is interesting, but for me there is still something missing, because the things discussed above are not important to talk about today.

  19. It’s really a nice and useful piece of info. I’m glad that you shared this useful info with us. Please keep us informed like this. Thanks for sharing.

  20. I really like reading through a post that can make men and women think. Also, thank you for allowing me to comment!

  21. I carry on listening to the reports speak about getting free online grant applications so I have been looking around for the most excellent site to get one. Could you advise me please, where could i get some?

  22. I’m often to blogging and i really appreciate your content. The article has actually peaks my interest. I’m going to bookmark your web site and maintain checking for brand spanking new information.

  23. You’re so awesome! I don’t believe I have read a single thing like that before. So great to find someone with some original thoughts on this topic. Really.. thank you for starting this up. This website is something that is needed on the internet, someone with a little originality!

Laisser un commentaire