No Brasil, temos por essência atendimentos ruins.
Seja nas famosas ligações de telemarketing que caem ao atendermos, seja no gerundismo e ironia que sofremos quando ligamos em um telemarketing, seja nas respostas atravessadas nos e-mails que enviamos..
Portanto possuir um bom atendimento já te deixa à frente de grande parte das empresas brasileiras e por consequência, dos seus concorrentes.
Vamos a alguns pontos básicos para um bom atendimento:
Linguagem
Defina bem sua linguagem. Não há uma regra de como você deve se comunicar com seus contatos, isso varia muito pelo tipo de negócio.
Porém uma regra vale para todos, seja o mais simples e direto possível. Sem rodeios.
Cumpra o prometido
Uma das maiores insatisfações dos clientes é quando o combinado no atendimento não é cumprido.
Na hora de reverter um problema, muitos prometem o que não pode ser cumprido e atitudes como essa tem efeito bola de neve.
Portanto cumpra o prometido!
Se prometeu um produto novo, entregue; uma visita para conserto; visite e caso tenha prometido um retorno, retorne.
Humildade
Ninguém sabe tudo!
Por mais óbvio que seja, muitos casos de atendimento são atrapalhados pela falta de humildade.
Caso você precise de mais um tempo para dar uma resposta ao seu cliente, comunique isso, é simples e muito efetivo.
Facilite
Nossa função é facilitar a vida dos nossos clientes. Uma decepção é um atendimento que não utiliza um canal para solucionar o problema.
Por exemplo:
O cliente manda um e-mail pedindo ajuda para marcar uma consulta. Na resposta desse e-mail ele é orientado a enviar uma mensagem de WhatsApp para finalizar sua marcação.
A experiência de quem passa por esse tipo de atendimento é frustrante.
Por isso, facilite. Se o cliente entrou em contato por e-mail, finalize todo esse ciclo por esse meio. Isso vale para todos os canais.
Se porventura para um melhor atendimento se faz necessário um contato por outro meio, seja você a realizar o contato. Nunca peça ao cliente que faça um novo contato em outro canal. Citarei um exemplo:
O cliente entrou em contato por e-mail para solucionar um problema técnico. Para entender melhor será necessário um contato telefônico. Nunca responda ao cliente pedindo para que ele ligue seu telefone. Faça o contrário: Ligue ao cliente solicitando maiores informações. Com isso a experiência será muito melhor.
Supere as Expectativas
Neste vídeo; a Vivo brinca com a situação. Dá a entender que o cliente sempre espera um bônus ou uma surpresa quando compra algo.
Não é bem assim, mas criar um algo a mais na entrega do seu produto ou na finalização do atendimento, proporcionará uma experiência muito melhor ao seu cliente e facilitará a fidelização e o encantamento desta nossa etapa.
Use a criatividade para entregar um algo a mais, darei alguns exemplos:
- O cliente compra um livro e o recebe com uma dedicatória;
- Aquele cupom de desconto para uma compra futura;
- A personalização do produto igual o café do Starbucks
Espero ter superado sua expectativa com esse post.
Instagram: JCSRMarketing
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