{"id":2579,"date":"2024-03-06T12:00:00","date_gmt":"2024-03-06T11:00:00","guid":{"rendered":"https:\/\/uob.cat\/caixa\/?p=2579"},"modified":"2024-03-29T13:17:34","modified_gmt":"2024-03-29T12:17:34","slug":"un-garbell-de-clients-furtiu","status":"publish","type":"post","link":"https:\/\/uob.cat\/caixa\/2024\/03\/un-garbell-de-clients-furtiu\/","title":{"rendered":"Un garbell de clients furtiu?"},"content":{"rendered":"\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">Todo es posible si tienes a alguien #cerca. Nuestro posicionamiento comercial es inseparable de un compromiso social que nos defina y diferencia. Esta campa\u00f1a solo la podemos hacer nosotros, desde una cercan\u00eda \u00fanica a las necesidades de cada cliente y del conjunto de la sociedad. #UnaBancaDiferente\u201d<\/p>\n<cite>Direcci\u00f3 de Negoci de CaixaBank<\/cite><\/blockquote>\n\n\n\n<p class=\"has-large-font-size wp-block-paragraph\">Ens arriben not\u00edcies preocupants sobre un nou impuls a aquella <strong>sistem\u00e0tica<\/strong> no escrita que cerca <strong>buidar<\/strong> les oficines de <strong>clients <em>molests<\/em><\/strong>: aquells que esperen (o <em>desesperen<\/em>) per fer una <strong>operaci\u00f3 de caixa<\/strong>.<\/p>\n\n\n\n<p class=\"has-large-font-size wp-block-paragraph\">Hi ha clients que molesten, sempre segons aquesta sistem\u00e0tica \u2018B\u2019, perqu\u00e8 el treballador que els ha d\u2019atendre podria dedicar-se a <strong>feines m\u00e9s productives<\/strong>, sobretot per als <em>bonus<\/em> del DAN cap amunt: operacions \u201cde valor\u201d, <strong>vendes<\/strong> per suposat, mentre que all\u00f2 que de veres necessiti el client&#8230; <em>ja tal<\/em>.<\/p>\n\n\n\n<p class=\"has-large-font-size wp-block-paragraph\">A <em>UOB<\/em> pensam que un <strong>client<\/strong> dins una oficina \u00e9s, d\u2019entrada, una <strong>oportunitat<\/strong>, no una mol\u00e8stia. Si no hi ha personal suficient per fer-ho tot, incloent l\u2019atenci\u00f3 a tota persona que entri per la porta, <strong>el problema \u00e9s de la c\u00fapula<\/strong>, per\u00f2 ens traspassen la patata calenta als treballadors. Tamb\u00e9 pensam, per cert, que haver de fer una operaci\u00f3 a un client <em>com si<\/em> la fes ell (amb el seu dispositiu, o amb el caixer), no el converteix m\u00e0gicament en un <em>client digital<\/em>. Per\u00f2, en fi, <em>doctores tiene la Iglesia<\/em>.<\/p>\n\n\n\n<p class=\"has-large-font-size wp-block-paragraph\">Entretant, <strong>CaixaBank<\/strong> ha posat en marxa la campanya \u201ctot \u00e9s possible si tens a alg\u00fa <strong>a prop<\/strong>\u201d, i ens demanam sincerament si \u00e9s pur <strong>cinisme<\/strong>, tot plegat, o si dins el marem\u00e0gnum de \u201cCaixa\u201d <strong>una m\u00e0 no sap qu\u00e8 fa l\u2019altra<\/strong>. Qu\u00e8 pensaran els accionistes, i en concret els accionistes majoritaris com la <strong>Fundaci\u00f3 \u201cLa Caixa\u201d<\/strong> (<em>animeta<\/em> de CaixaBank) i el <strong>Govern d\u2019Espanya<\/strong>, si queda demostrat el <strong>doble est\u00e0ndard<\/strong> vigent en aquesta casa? Mentre als publireportatges que surten als mitjans, a la normativa oficial, a les reunions amb les forces sindicals, tot s\u00f3n bones paraules \u2013ara \u201cprojecte MAC\u201d (Millora de l\u2019Atenci\u00f3 al Client), suara la campanya \u201cA prop\u201d\u2013, a la part baixa de la cadena jer\u00e0rquica vivim en una <strong>contradicci\u00f3 permanent<\/strong>:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-large-font-size\">Per una banda hi ha responsables que diuen que cal intentar derivar (a les bones) el m\u00e0xim d\u2019operacions cap al caixer autom\u00e0tic, per\u00f2 que si alg\u00fa vol fer coa i esperar al terminal de caixa, ho ha de poder fer. Sempre que parlem d\u2019esperes raonables!<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-large-font-size\">Per\u00f2, per altra banda, els <em>censors del r\u00e8gim<\/em> venen a les oficines a <strong>fiscalitzar-nos <\/strong>i a dir-nos que el<strong> terminal <\/strong>ha d\u2019estar<strong> vetat<\/strong> a:\n<ul class=\"wp-block-list\">\n<li>Actualitzacions de llibretes: s\u2019han de fer totes al caixer; s\u2019ha d\u2019<em>emp\u00e8nyer<\/em>, <em>obligar<\/em> o <em>for\u00e7ar<\/em> al client per a que aix\u00ed sigui. I si no vol?<\/li>\n\n\n\n<li>Reintegraments de menys de 3000\u20ac: \u00eddem.<\/li>\n\n\n\n<li>Qualsevol operaci\u00f3 sense suport: el DNI no serveix, i si el client \u00e9s d\u2019una altra oficina, marxar-lo.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-large-font-size\">Tamb\u00e9 ha tornat a aflorar all\u00f2 d\u2019<strong>eliminar les cadires<\/strong> del pati d\u2019operacions i inutilitzar (per exemple, amb col\u00b7locaci\u00f3 d\u2019elements com les pasteres) qualsevol espai on els clients puguin descansar o recolzar-se mentre esperen a ser atesos en el terminal de caixa. S\u00ed, aix\u00f2 passa en una entitat que diu tenir finalitat social. Els agradaria als heralds de la comercialitat que fessin el mateix als seus pares o padrins?<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-large-font-size\">Res de l\u2019anterior compta si tenim a davant un <strong><em>Mystery Shopper<\/em><\/strong>. En aquest cas, a ferrar i xapar, ens hem d\u2019aplicar en dur a terme <strong>la millor atenci\u00f3 possible<\/strong>, tot conjugant la <strong>normativa oficial<\/strong> amb l\u2019<strong>empatia<\/strong> envers el client.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"has-large-font-size\">I als <strong>cursos de formaci\u00f3<\/strong> continua apareixent el par\u00e0graf d\u2019<strong>exempci\u00f3 de responsabilitat<\/strong>. Ja ho sabeu: si algun treballador cau v\u00edctima de la pressi\u00f3 dels superiors, incorr en una mala pr\u00e0ctica de manual i aquesta surt a la llum, ser\u00e0 ell qui se\u2019n dur\u00e0 l\u2019expedient. Per tant, compte, perqu\u00e8 el risc \u00e9s tot vostre: per vendre un MyBox m\u00e9s o menys no hi pot haver expedient possible. Per vendre\u2019l de qualsevol manera, alerta!<\/li>\n<\/ul>\n\n\n\n<p class=\"has-large-font-size wp-block-paragraph\">Volem una<strong> feina digna i eficient<\/strong> i amb el manual a la m\u00e0, per\u00f2 l\u2019<strong>estil directiu<\/strong> que sembla que es vol la DT \u00e9s aquell que <strong>no deixa fer feina<\/strong>; aquell que dedica la jornada a <strong>cridar-te cont\u00ednuament<\/strong> per saber com est\u00e0 tal o qual operaci\u00f3 i qu\u00e8 esperes a formalitzar-la (l\u2019\u00fanic que l\u2019interessa!), o que t\u2019envia quatre correus en q\u00fcesti\u00f3 de minuts, dels quals espera resposta immediata perqu\u00e8 no te res m\u00e9s a fer que fiscalitzar-te i donar creu, perqu\u00e8 al cap i a la fi ets alg\u00fa que no coneix ofici que necessita monitoritzaci\u00f3 constant.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">SOS, aix\u00f2 \u00e9s Can Pixa!<\/h2>\n\n\n\n<p class=\"has-large-font-size wp-block-paragraph\"><strong>Qui fa la normativa a<\/strong> <strong>CaixaBank<\/strong>, els comandaments intermedis? Perqu\u00e8 aqu\u00ed cada DAN\/DC\/DT, va a la seva! Saben a les Torres d\u2019Ivori que cada DAN\/DC\/DT va a la seva? (Fins i tot i ha oficines en qu\u00e8 el\/la responsable <em>va<\/em> <em>per lliure<\/em>.) Qu\u00e8 fan per evitar-ho? O hi ha <strong>patent de cors<\/strong> per fer i desfer (o, fins i tot, <em>deixar fer<\/em> qualsevol cosa) dins els virregnats, mentre l\u2019<em>esp\u00e8cia segueixi fluint<\/em>? A Bankia hi havia un cap comercial que deia \u201cBankia \u00e9s un <em>buscate la vida<\/em>\u201d. Constatam que CaixaBank va pel mateix (mal) cam\u00ed.<\/p>\n\n\n\n<p class=\"has-large-font-size wp-block-paragraph\"><strong>Demanam<\/strong> a (l\u2019alta) <strong>Direcci\u00f3 de<\/strong> <strong>CaixaBank<\/strong> que publiqui amb <strong>claredat i total transpar\u00e8ncia<\/strong>, com a circular normativa, tota la <strong>sistem\u00e0tica que vol implantar<\/strong>, perqu\u00e8 cada oficina i cada empleat tingui clar (per escrit!) <strong>a qu\u00e8 atenir-se, i a qui<\/strong> <strong>s\u2019ha d\u2019atendre, i en quines condicions<\/strong>. Entri per la porta en <em>Mystery Shopper<\/em>, o en Mart\u00ed <em>Tac\u00f3<\/em>, amb cita o sense. Si ho feim b\u00e9 per a un, per qu\u00e8 no per a tothom? (La publicaci\u00f3, evidentment, ha de ser pr\u00e8via a la posada en marxa, i hauria de demanar-se informe previ a la representaci\u00f3 legal dels treballadors.)<\/p>\n\n\n\n<p class=\"has-large-font-size wp-block-paragraph\">Amb <strong>igualtat<\/strong> <strong>de condicions<\/strong> i <strong>transpar\u00e8ncia<\/strong> es podran fer comparacions entre els resultats de cada direcci\u00f3 (en general), i <strong>depurar<\/strong> aquells estils directius que es desvi\u00efn de la normativa per <strong>interessos espuris<\/strong>, o que passin per damunt dels <strong>drets laborals<\/strong> i, a la llarga, dels <strong>interessos de l\u2019empresa<\/strong> en el seu conjunt.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Qu\u00e8 podem esperar si la Direcci\u00f3 de Negoci diu una cosa, per\u00f2 s&#8217;executa la contr\u00e0ria, quant a la millora de la relaci\u00f3 amb els nostres clients?<\/p>\n","protected":false},"author":3,"featured_media":2582,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":"","_members_access_role":[],"_members_access_error":""},"categories":[64,106,124,120],"tags":[],"class_list":["post-2579","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-coses-de-la-direccio","category-pressio-comercial","category-projecte-mac","category-publicacions-mandat-2023-2026"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Un garbell de clients furtiu? 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