Eight out of ten Brazilian consumers make purchasing decisions based on the quality of customer service they receive, according to a Zendesk report. The research also reveals that 89% of companies analyzed in Brazil agree on the direct relationship between customer service and business performance. However, 43% of Brazilians feel that customer service is often overlooked by companies.
When it comes to good customer service, brands should strive to go beyond the basics, not limiting themselves to merely answering questions or solving problems at the time of purchase. It involves all stages of the so-called sales funnel. That is, it encompasses the entire purchase decision process and post-sales.
Thus, these companies can achieve greater success with their audience. Check out the main benefits of customer service.
High-quality customer service starts with active listening. To understand the consumer’s needs, the company must not only pay attention to what the customer is saying but also ask questions to ensure a complete understanding of their needs and concerns. This requires a lot of empathy, meaning showing that you understand and care about the customer’s situation.
Courtesy and respect are also fundamental. The customer should be treated with patience and a positive attitude, even the most difficult or frustrated ones.
Another important point is clear and effective communication. The company should provide clear and accurate information with regular updates on their issues or requests. But clarity alone is not enough. Speed is also crucial. Therefore, it is best to solve problems on the first interaction whenever possible.
Business guides also emphasize personalization. This requires knowing the customer, using their history to personalize service, and offering solutions tailored to each customer’s specific needs.
It is also important to anticipate customer problems or needs before they arise. Through feedback, a company can evaluate scenarios, make improvements, and avoid future problems.
To achieve this, the customer must be able to contact the company. A good tip is to maintain multiple communication channels, such as phone, email, online chat, and social media, at times that are convenient for customers.
Finally, the company should create an organizational culture that values the customer in all interactions. This includes empowering employees to make decisions that benefit the consumer.
The Ramacrisna Institute can help you develop this expertise. Through the “Building the Future VI” project, carried out in partnership with Petrobras through the Petrobras Socioenvironmental program, the institution offers the Reception and Customer Service course. The classes train people aged 16 to 45 to serve the general public, communicating through oral and written language, considering the context, organizational culture, and basic business etiquette rules.
Students learn techniques for in-person and telephone service, communication concepts, and interpersonal relationship skills, understanding the importance of good in-person and telephone service, and communication concepts. Practical situations, case studies, tone of voice usage, and vocabulary comprehension are some of the topics covered in the course.
Another important training offered by Ramacrisna is the Entrepreneurial Circuit, carried out in partnership with Weg. In this course, students undergo entrepreneurial training. The activities are aimed at residents of the Vianópolis, Granjas Reunidas Califórnia, Santo Afonso, and Marimbá neighborhoods in Betim, aged 18 to 40.
The activities are divided into two fronts: one for instruction, aimed at serving 30 participants, and another for consultancy, aimed at serving 5 participants who stand out in the first stage of the course. The first stage includes the Bootcamp – Entrepreneurship in Action course, aimed at those who want to start or redesign their business model and accelerate the structuring of an idea, project, or business using agile tools and methods applied by the most innovative companies in the market. In the Customer-Focused Service Workshop, participants exercise their skills and knowledge about financial decisions, growth strategies, purchasing, inventory, investment, and market analysis.
In the How to Be a MEI in Practice workshop, entrepreneurs can clarify doubts about how to work on their own, the main obligations, and the benefits of becoming an individual micro-entrepreneur. In the Creativity workshop, entrepreneurs learn methods and tools to develop creative potential to solve problems and explore new possibilities and opportunities.
Students also participate in the Pitch Workshop, Financial Management Course, Sales Funnel Workshop, and Social Media Management.
Learn more about Ramacrisna and be part of this good cause. Get in touch and find out how to collaborate.
