{"id":122912,"date":"2022-06-05T19:07:51","date_gmt":"2022-06-05T17:07:51","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/dicas-de-atendimento-ao-cliente-para-call-center\/"},"modified":"2024-10-18T19:08:38","modified_gmt":"2024-10-18T17:08:38","slug":"dicas-de-atendimento-ao-cliente-para-call-center","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/pt-br\/blog\/dicas-de-atendimento-ao-cliente-para-call-center\/","title":{"rendered":"Dicas de atendimento ao cliente para call center"},"content":{"rendered":"\n<div id=\"left-panel\" class=\"wp-block-group left-panel\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h1 class=\"wp-block-heading\">7 Excellent Call Center Customer Service Tips<\/h1>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-white-color has-orange-background-color has-text-color has-background wp-element-button\"      href=\"https:\/\/test-staging.cloudtalk.io\/pt-br\/agende-uma-demo\/\" style=\"border-radius:3px\">CONTACT SALES<\/a><\/div>\n\n\n\n<div class=\"wp-block-button btn-ghost\"><a class=\"wp-block-button__link has-grey-color has-light-white-background-color has-text-color has-background wp-element-button\"      href=\"https:\/\/test-staging.cloudtalk.io\/pt-br\/teste-gratuito-de-14-dias-do-cloudtalk\/\" style=\"border-radius:3px\">TRY FOR FREE<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n<div class=\"wp-block-group container-short\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"682\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-1024x682.jpg\" alt=\"foto dicas de atendimento ao cliente para call center\" class=\"wp-image-4533\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-1024x682.jpg 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-300x200.jpg 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-768x511.jpg 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-200x133.jpg 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-673x448.jpg 673w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-560x373.jpg 560w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-484x322.jpg 484w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-400x266.jpg 400w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-392x261.jpg 392w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-120x80.jpg 120w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-203x135.jpg 203w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-64x43.jpg 64w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips.jpg 1200w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p class=\"has-black-color has-text-color has-medium-font-size\">Existem v\u00e1rios fatores que s\u00e3o decisivos para a satisfa\u00e7\u00e3o do cliente, por exemplo: pre\u00e7o e disponibilidade de bens ou servi\u00e7os, rapidez de entrega, layout do e-shop, procedimento de reclama\u00e7\u00f5es ou atitude dos atendentes do call center. Se voc\u00ea \u00e9 um atendente de call center e seu cliente ainda est\u00e1 insatisfeito ou at\u00e9 irritado ap\u00f3s a liga\u00e7\u00e3o, a culpa \u00e9 parcialmente sua. Neste artigo, voc\u00ea vai ler sobre dicas que v\u00e3o te ajudar a evitar a insatisfa\u00e7\u00e3o do cliente.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"1-don-t-underestimate-consistency\">1 &#8211; N\u00e3o subestime a consist\u00eancia<\/h3>\n\n\n\n<p>Mantenha um n\u00edvel constante dos seus servi\u00e7os, incluindo suporte ao cliente. A qualidade das intera\u00e7\u00f5es com o cliente, a utilidade e a abordagem geral dos problemas dos clientes nunca devem depender do humor do atendente. Defina um alto padr\u00e3o de qualidade para o seu atendimento ao cliente e mantenha-o mesmo quando estiver tendo um dia ruim ou quando o dia estiver mais movimentado do que o normal.<\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel\" style=\"background-color:#000\"><div class=\"cta-simple-panel-inner\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"has-white-color has-text-color\">Learn How To Provide Excellent Customer Service<\/p>\n<\/div><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"alignright size-medium\"><img loading=\"lazy\" decoding=\"async\" width=\"450\" height=\"635\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/08\/eBook-Customer-loyalty.svg\" alt=\"\" class=\"wp-image-177224\"\/><\/figure><\/div>\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\"      href=\"https:\/\/test-staging.cloudtalk.io\/?page_id=175598\/\">Read for free<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"2-for-each-call-follow-these-simple-rules-that-will-help-you-improve-customer-satisfaction\">2 &#8211; Para cada chamada, siga estas regras simples que o ajudar\u00e3o a melhorar a satisfa\u00e7\u00e3o do cliente:<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Answer all inbound calls within three rings.<\/strong>\u00a0Greet the caller, identify yourself and your company. \u00a0Customers sometimes make mistakes and reach the wrong business. Instead of quietly waiting for the customer to speak, ask them how you can help them. Say, for example: &#8220;Good afternoon, you have reached Phones Limited, Ann Johnson speaking. How can I help you?&#8221; If you have caller information at your disposal before answering the call in the real-time customer card, address the caller by their name: &#8220;Hello Barbara, this is Andrea Jolly from the Perfumes World. How can I help you?&#8221;<\/li>\n\n\n\n<li><strong>During the call, don\u2019t interrupt the caller and listen carefully<\/strong>\u00a0to what they are saying. If it\u2019s necessary to solve the client\u2019s problem, make notes. Customers should never feel like they don\u2019t matter to you, just the opposite \u2013 interact with each client with self-confidence, respect and empathy.<\/li>\n\n\n\n<li><strong>If you need to put a customer on hold while you search for information or ask a colleague for advice, tell the client before you do so.<\/strong>\u00a0Explain why and for how long they will be put on hold and once you return to the call, thank them for their patience.<\/li>\n\n\n\n<li><strong>If you need to transfer the customer\u2019s call to another agent, explain why and to whom they will be transferred.<\/strong>\u00a0Make sure that the agent to whom the call is being transferred knows the caller\u2019s name and the purpose of the call and that they pick up the call before you hang up.<\/li>\n\n\n\n<li><strong>At the end of the call, make a brief summary\u00a0<\/strong>of the follow-up steps you\u2019re going to take, ask the caller whether there\u2019s anything else you can help them with and thank them for calling.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"3-be-professional\">3 &#8211; Seja profissional<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>When you\u2019re unable to answer the caller\u2019s question or help them with their issue,\u00a0<strong>never apologize by saying that you\u2019re &#8220;new here&#8221;.<\/strong>\u00a0This is irrelevant and of no use to the client. If you really don\u2019t know what to do, ask a more experienced colleague for help or transfer the call to them. Find out what you should have done or said and remember it the next time when a client calls with a similar problem so that you don\u2019t have to ask for help again.<\/li>\n\n\n\n<li><strong>Analyze more complicated calls and don\u2019t be scared to seek advice<\/strong>\u00a0from colleagues or your boss. This will show them that you\u2019re proactive and willing to work on your performance.<\/li>\n\n\n\n<li><strong>During the call, make notes<\/strong>\u00a0that you can easily enter or copy to the call log once the call is over.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"4-during-the-call\">4 &#8211; Durante a liga\u00e7\u00e3o<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Don\u2019t forget to stick to\u00a0<strong><a      href=\"https:\/\/test-staging.cloudtalk.io\/pt-br\/blog\/etiqueta-na-teleconferencia-10-dicas-para-ter-reunioes-agradaveis-e-produtivas\/\" target=\"_blank\" rel=\"noreferrer noopener\">call etiquette<\/a><\/strong>.<\/li>\n\n\n\n<li><strong>Don\u2019t lose control<\/strong>\u00a0over the call, be polite and patient.<\/li>\n\n\n\n<li><strong>Keep a positive approach<\/strong>\u00a0towards the customer and the solution of their problems.<\/li>\n\n\n\n<li>Use a natural tone of voice.<\/li>\n\n\n\n<li><strong>Show empathy<\/strong>\u00a0and try to create an emotional bond with the caller. Make sure that they feel important to you and see that you really care about solving their issue.<\/li>\n\n\n\n<li><strong>Ask additional questions that will help you find out what the problem is<\/strong>\u00a0and find the solution more quickly. Clients who say that &#8220;the Internet connection is not working&#8221; might actually have an issue with their laptop.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"5-know-your-products-and-services\">5 &#8211; Conhe\u00e7a seus produtos e servi\u00e7os<\/h3>\n\n\n\n<p>Os clientes entram em contato com os call centers quando t\u00eam um problema que n\u00e3o podem resolver sozinhos ou quando n\u00e3o conseguem encontrar uma solu\u00e7\u00e3o no Google. Eles precisam de voc\u00ea para ajud\u00e1-los. Talvez eles precisem saber por que a luz do novo aspirador de p\u00f3 rob\u00f3tico est\u00e1 sempre vermelha ou qual dos seus hot\u00e9is serve pratos sem gl\u00faten. <strong>Voc\u00ea \u00e9 quem deve lhes dar a resposta.<\/strong><\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"6-have-a-customer-database-and-learn-how-to-make-maximum-use-of-it\">6 &#8211; Tenha um banco de dados de clientes e saiba como aproveit\u00e1-lo ao m\u00e1ximo<\/h3>\n\n\n\n<p><strong>Um banco de dados abrangente n\u00e3o tem pre\u00e7o.<\/strong> Al\u00e9m das informa\u00e7\u00f5es b\u00e1sicas do cliente (nome, dados de contato, idade\u2026), um bom banco de dados tamb\u00e9m inclui hist\u00f3rico de comunica\u00e7\u00f5es do cliente, tickets e anota\u00e7\u00f5es, o que tornar\u00e1 suas intera\u00e7\u00f5es com o cliente mais personalizadas e aumentar\u00e1 a satisfa\u00e7\u00e3o do cliente.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"7-be-reachable\">7 &#8211; Seja acess\u00edvel<\/h3>\n\n\n\n<p><strong>Se um cliente quiser entrar em contato, facilite para ele.<\/strong> N\u00e3o confie em mensagens autom\u00e1ticas, embora possam ser \u00fateis quando voc\u00ea precisa informar os clientes sobre o pagamento de uma fatura ou que h\u00e1 um blecaute de sinal de TV na sua regi\u00e3o. No entanto, uma mensagem autom\u00e1tica n\u00e3o pode lidar com entrega incompleta e n\u00e3o pode explicar a diferen\u00e7a entre Internet Classic e Internet Extra.<\/p>\n\n\n\n<p>N\u00e3o importa se voc\u00ea vende pacotes de f\u00e9rias, eletr\u00f4nicos ou servi\u00e7os de assist\u00eancia \u2013 certifique-se de fazer tudo para deixar o cliente satisfeito.<\/p>\n\n\n\n<p><strong>More than half of customers would be willing to pay more for a better customer experience.<\/strong><\/p>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Existem v\u00e1rios fatores que s\u00e3o decisivos para a satisfa\u00e7\u00e3o do cliente, por exemplo: pre\u00e7o e disponibilidade de bens ou servi\u00e7os,&#8230;<\/p>\n","protected":false},"author":29,"featured_media":79995,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[246],"tags":[],"class_list":["post-122912","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-atendimento-ao-cliente"],"acf":[],"_links":{"self":[{"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/posts\/122912","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/users\/29"}],"replies":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/comments?post=122912"}],"version-history":[{"count":0,"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/posts\/122912\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/media\/79995"}],"wp:attachment":[{"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/media?parent=122912"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/categories?post=122912"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/tags?post=122912"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}