A qualidade do serviço de atendimento ao cliente é determinante na experiência do cliente. Assim, influencia as chances de retenção e fidelização dos consumidores, além de impactar a imagem da marca junto ao público.
Mesmo com muitas transformações no comportamento do consumidor, o telefone ainda é o meio de comunicação mais utilizado pelos clientes para entrar em contato com as marcas. No entanto, é também um dos que mais recebem queixas.
A insatisfação do cliente ao se relacionar com a marca é extremamente prejudicial. E, para evitá-la, é preciso investir no melhor serviço de atendimento ao cliente por meio do treinamento da equipe.
Veja mais: Sua empresa precisa de gestão de telecom? Descubra!
O que não dizer no serviço de atendimento ao cliente?
Um dos aspectos ignorados em muitos treinamentos de atendimento é que ‘o que não fazer’ é tão importante quanto o que fazer para melhorar a qualidade na comunicação com o cliente.
Dessa forma, a seguir, apresentamos frases que a equipe de SAC não deve falar para o consumidor visando prestar um bom serviço de atendimento ao cliente. Saiba mais!
“Não podemos te ajudar”
Essa parece até mesmo a frase preferida de alguns atendentes e está entre as que mais deixam o cliente descontente com a marca e o atendimento.
Em geral, os problemas mais comuns do produto ou serviço têm protocolos bem definidos sobre as soluções que devem ser oferecidas e como resolver a questão.
A dificuldade maior ocorre em problemas incomuns e, por vezes, mais críticos. Nesses casos, o atendente deve fazer tudo o que estiver ao alcance para resolver, como consultar outros departamentos ou superiores e dar um retorno ao cliente.
É importante realizar o exercício de empatia e se colocar no lugar do cliente. Ou seja, assim como você queria pelo menos um posicionamento da marca, o consumidor também deseja alguma resposta ou explicação.
Saiba mais: Como fidelizar clientes criando conexão emocional
“Não estou entendendo o problema”
A equipe de SAC deve sempre evitar palavras negativas, que dão a impressão de que a solução da demanda está sendo postergada.
Uma dica nesse caso é o atendente repetir a parte da explicação que compreendeu e tentar confirmar com o cliente. Posteriormente, será mais fácil uma nova explicação mais clara por parte do consumidor.
“Você deve fazer isso”
Principalmente se o cliente entrou em contato para fazer uma reclamação ou resolver um problema, adotar uma postura imperativa será bastante prejudicial à comunicação e à experiência.
Sempre é possível falar a mesma mensagem, mas sem soar que está dando ordens ao cliente. Por exemplo: “por favor, o senhor poderia verificar para mim…”.
“Espere só um minuto”
Ainda que o atendente realmente precise de alguns minutos para fazer uma solicitação ou buscar uma solução ao problema, a frase demonstra indiferença e falta de atenção. Isso porque dificilmente será verídica.
A melhor opção é ser honesto e afirmar que pode levar alguns minutos para executar a solicitação, se o cliente esperar na linha.
“Você não entendeu”
Mesmo se ao explicar um procedimento ao cliente, o atendente perceber que ele não entendeu, nunca se deve dizer isso ou afirmar que o cliente está enganado.
Saiba mais: Qualidade no atendimento: a razão é sempre do cliente?
A alternativa aqui é explicar novamente, buscando ser mais claro e perguntar educadamente se o cliente compreendeu. Para tornar uma explicação mais didática, uma recomendação é usar exemplos ou sugerir um passo a passo.
A qualidade do atendimento depende apenas do treinamento?
Para que o serviço de atendimento ao cliente seja de excelência, o treinamento é uma parte fundamental, mas ele deve ser associado a processos claros e eficazes e à inovação tecnológica.
O PABX IP Virtual, disponibilizado pela D.lextel, é uma solução que garante mais qualidade no atendimento ao cliente, ao mesmo tempo em que agiliza e reduz custos dos processos de SAC. Entre as funcionalidades, destacam-se:
- URA personalizada;
- Ligações e videoconferências gratuitas;
- Fila de atendimento;
- Softphone e Web Client;
- Gravação de chamadas;
- Monitoramento centralizado e em tempo real.
Leia ainda: 7 táticas para melhorar a fidelização e satisfação do cliente
Portanto, com essas funcionalidades do PABX IP Virtual, os gestores podem verificar se o treinamento ajudou a aumentar a qualidade do atendimento, além de melhorar os processos.
Quer melhorar a experiência de atendimento do seu cliente no SAC? Conheça o PABX IP Virtual oferecido pela D.lextel!
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