Como fazer um bom atendimento ao público - Conheça essas 3 dicas de Oratória

Summary

In this video, Bianca Celoto, a communication trainer, emphasizes the importance of excellent customer service in a competitive market. She offers three key tips to enhance communication and customer engagement: valuing the customer's time by responding promptly, demonstrating empathy and friendliness, and being honest when mistakes occur. Bianca also stresses the significance of personalized communication, such as addressing customers by their names, and the role of effective listening in building strong customer relationships.

Takeaways

• 😀 Providing excellent customer service is crucial for businesses as it sets them apart in a competitive market.
• 🌟 Customer service professionals who excel are more competitive and valued in the job market.
• 🗣️ Effective communication is key in customer service, whether it's direct or through digital platforms.
• ⏰ Valuing the customer's time by being prompt and efficient in responses is essential for good customer service.
• 💬 Using clear, direct, and objective language in written communication helps avoid confusion and improves customer experience.
• 🙂 Demonstrating empathy and warmth in customer interactions builds trust and a positive relationship with the customer.
• 🔍 Listening attentively to customers' needs and responding with accurate information is a hallmark of excellent customer service.
• 📝 Having pre-prepared responses for common questions can streamline the customer service process and improve efficiency.
• 👤 Addressing customers by their name in written communication can create a personalized and positive experience.
• 🙅‍♂️ Admitting mistakes when they occur and taking steps to correct them builds honesty and credibility in customer service.

Q & A

What is the main focus of the video script?

The main focus of the video script is to provide techniques for improving customer service communication, emphasizing the importance of a positive and attentive approach in dealing with the public.

Why are professionals who excel in customer service considered more competitive in the market?

Professionals who excel in customer service are considered more competitive because they can create a positive experience for customers, which can lead to stronger brand loyalty and better market reputation.

What has changed in consumer relationships in recent years according to the script?

Consumer relationships have shifted to not only wanting to purchase products but also seeking to understand the brand's value, its social role, and wanting to feel important to the brand, which is often achieved through effective communication and customer service.

What is the significance of the term 'influence' in the context of customer service mentioned in the script?

The term 'influence' in the context of customer service refers to the ability of customer service representatives to positively affect customers' perception and loyalty towards a brand, similar to how digital influencers impact purchasing decisions on social media.

Why is it important to value the customer's time in customer service?

Valuing the customer's time is crucial because it creates a sense of urgency and responsiveness, which can lead to higher customer satisfaction and a better brand image.

How can businesses create a sense of urgency in their customer service?

Businesses can create a sense of urgency by setting response time standards, using technology to streamline communication, and training staff to be efficient and attentive to customer needs.

What is the role of language and communication style in written customer service?

In written customer service, language should be clear, direct, and grammatically correct to avoid confusion and maintain a professional image. Using a friendly and direct tone can also enhance the customer's experience.

Why is it beneficial to use pre-prepared responses in customer service?

Using pre-prepared responses can increase efficiency by allowing quick and consistent answers to common questions, which can improve the customer experience and reduce wait times.

How does showing empathy and cordiality in customer service impact the customer's perception of the brand?

Showing empathy and cordiality can make customers feel valued and understood, which can lead to a more positive perception of the brand and a higher likelihood of repeat business or referrals.

What is the importance of admitting mistakes during customer service interactions?

Admitting mistakes builds trust and honesty in the customer relationship. It shows that the company values transparency and is committed to resolving issues, which can enhance the customer's trust in the brand.

How can customer service representatives improve their communication skills to better serve the public?

Customer service representatives can improve their communication skills by training in verbal and non-verbal communication, active listening, and by adopting a customer-centric approach that values the customer's time and experience.