Customer Service

Digital Communication Technician

Dânia e Paula . 11 M

Customer Service

• Communication barriers • Limited operating hours • Waiting times • Interruptions and noise

• Better understanding of the customer’s needs. • Quick resolution of doubts. • Immediate feedback. • Providing personalized solutions.

Phone support is an essential tool in sales, providing direct communication with customers. It also helps solve immediate questions. However, phone support has both advantages and disadvantages, which will be discussed in this work.

INTRODUCTION ADVANTAGES AND DISADVANTAGES

INTRODUCTION ADVANTAGES AND DISADVANTAGES

• Greetings and introduction • Tone of voice • Courtesy and politeness • Patience and empathy • Respect for the customer’s time • Respect for privacy

Telephone etiquette is essential to ensure a positive and professional experience for the customer.

TELEPHONE ETIQUETTE

TELEPHONE ETIQUETTE

• Failing to introduce oneself properly • Using the wrong tone of voice • Interrupting the customer • Not resolving the issue on the first call • Keeping the customer waiting too long • Failing to confirm the information received • Disrespecting Privacy

To provide quality phone support, it is important to avoid common mistakes that can harm the customer’s experience and the company’s image.

MISTAKES

MISTAKES

Customer: Sure, my name is John Silva, and my account number is 123456.

Agent: I understand. I’m sorry for the inconvenience. Could you please give me your full name and account number so I can check?

Customer: Good morning! I have a question about my internet. It’s been very slow lately.

Agent: Good morning, this is Ana speaking. How can I help you today?

Dialogues

Customer: Oh, I see. Do you know when it will be finished?

I see there is a scheduled maintenance in your area. This might be causing the slow speed.

Agent: Thank you, Mr. Silva. Please hold on for a moment while I check...

Dialogues

Customer: Thanks, you too!

Agent: You’re welcome, Mr. Silva! If you need any more help, please call us. Have a great day!

Customer: Perfect, thank you for the information!

Agent: Yes, according to the system, the maintenance should be completed by 6 PM today. After that, your connection should go back to normal.

Dialogues