Atendimento ao cliente em 8 passos
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Transcript of Atendimento ao cliente em 8 passos
![Page 1: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/1.jpg)
#FormaciónEBusiness #WebinarsINTERLAT @REDLeague_BR
#WebinarsINTERLAT @REDLeague_BR
Atendimento ao cliente em 8
passos Michelle Alves
Atendimento ao cliente em 8
passos Michelle Alves
![Page 2: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/2.jpg)
#FormaciónEBusiness
ESTE WEBINAR É REALIZADO ATRAVÉS DE:
O SEU NOVO CANAL DE
INTERNET BUSINESS
![Page 3: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/3.jpg)
#FormaciónEBusiness
CONVERSA ONLINE
#CXREDLeague
#WEBINARSINTERLAT
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#FormaciónEBusiness
CONTATO DA PALESTRANTE:
@michellelorentz
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#FormaciónEBusiness
Atendimento ao Cliente em 8 Passos Atendimento ao Cliente em 8 Passos
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#FormaciónEBusiness
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#FormaciónEBusiness
Faça Passo a Passo Faça na Ordem em que aparecem aqui Obtenha o compromisso dos Executivos Adquira tecnologia de maneira prudente Comece hoje!
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#FormaciónEBusiness
“Você precisa começar com a experiência do cliente e trabalhar de trás para a frente rumo à tecnologia. Tudo começa em quais os incríveis benefícios que podemos dar aos nossos clientes. Onde podemos levá-lo?” – Steve Jobs, CEO, Apple Inc.
#WebinarsINTERLAT @RedLeague_BR
#WebinarsINTERLAT @RedLeague_BR
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#FormaciónEBusiness #WebinarsINTERLAT @RedLeague_BR
#WebinarsINTERLAT @RedLeague_BR
01 02 03 04
05 06 07 08
![Page 10: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/10.jpg)
#FormaciónEBusiness #WebinarsINTERLAT @RedLeague_BR
#WebinarsINTERLAT @RedLeague_BR
01 02 03 04
05 06 07 08
![Page 11: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/11.jpg)
#FormaciónEBusiness #WebinarsINTERLAT @RedLeague_BR
#WebinarsINTERLAT @RedLeague_BR
01 02 03 04
05 06 07 08
Estabeleça uma base de conhecimento
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#FormaciónEBusiness
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#FormaciónEBusiness #WebinarsINTERLAT @RedLeague_BR
#WebinarsINTERLAT @RedLeague_BR
01 02 03 04
05 06 07 08
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#FormaciónEBusiness #WebinarsINTERLAT @RedLeague_BR
#WebinarsINTERLAT @RedLeague_BR
02 02 03 04
05 06 07 08
Disponibilize sua base de conhecimento ao seu cliente
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#FormaciónEBusiness
7 dias por semana 24 horas por dia Redução de emails de 30% a 50% Redução de ligações de 10% a 15%
#WebinarsINTERLAT @RedLeague_BR
#WebinarsINTERLAT @RedLeague_BR
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#FormaciónEBusiness #WebinarsINTERLAT @RedLeague_BR
#WebinarsINTERLAT @RedLeague_BR
01 02 03 04
05 06 07 08
![Page 17: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/17.jpg)
#FormaciónEBusiness #WebinarsINTERLAT @RedLeague_BR
#WebinarsINTERLAT @RedLeague_BR
03 02 03 04
05 06 07 08
Dê poder aos funcionários da linha de frente
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#FormaciónEBusiness #WebinarsINTERLAT @RedLeague_BR
#WebinarsINTERLAT @RedLeague_BR
01 02 03 04
05 06 07 08
![Page 19: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/19.jpg)
#FormaciónEBusiness #WebinarsINTERLAT @RedLeague_BR
#WebinarsINTERLAT @RedLeague_BR
04 02 03 04
05 06 07 08
Ofereça a opção de multicanalidade
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#FormaciónEBusiness #WebinarsINTERLAT @RedLeague_BR
#WebinarsINTERLAT @RedLeague_BR
01 02 03 04
05 06 07 08
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#FormaciónEBusiness #WebinarsINTERLAT @RedLeague_BR
#WebinarsINTERLAT @RedLeague_BR
05 02 03 04
05 06 07 08
Ouça seus clientes
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#FormaciónEBusiness #WebinarsINTERLAT @RedLeague_BR
#WebinarsINTERLAT @RedLeague_BR
01 02 03 04
05 06 07 08
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#FormaciónEBusiness #WebinarsINTERLAT @RedLeague_BR
#WebinarsINTERLAT @RedLeague_BR
06 02 03 04
05 06 07 08
Proponha Experiências Integradas
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#FormaciónEBusiness
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#FormaciónEBusiness
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#FormaciónEBusiness
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#FormaciónEBusiness
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#FormaciónEBusiness
![Page 29: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/29.jpg)
#FormaciónEBusiness
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#FormaciónEBusiness
![Page 31: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/31.jpg)
#FormaciónEBusiness
![Page 32: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/32.jpg)
#FormaciónEBusiness
![Page 33: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/33.jpg)
#FormaciónEBusiness
![Page 34: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/34.jpg)
#FormaciónEBusiness
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#FormaciónEBusiness
![Page 36: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/36.jpg)
#FormaciónEBusiness
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#FormaciónEBusiness
![Page 38: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/38.jpg)
#FormaciónEBusiness #WebinarsINTERLAT @RedLeague_BR
#WebinarsINTERLAT @RedLeague_BR
01 02 03 04
05 06 07 08
![Page 39: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/39.jpg)
#FormaciónEBusiness #WebinarsINTERLAT @RedLeague_BR
#WebinarsINTERLAT @RedLeague_BR
07 02 03 04
05 06 07 08
Envolva-se Pró-ativamente com os clientes
![Page 40: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/40.jpg)
#FormaciónEBusiness
Segmentação Personalização Autenticidade Timing e Frequência
#WebinarsINTERLAT @RedLeague_BR
#WebinarsINTERLAT @RedLeague_BR
![Page 41: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/41.jpg)
#FormaciónEBusiness #WebinarsINTERLAT @RedLeague_BR
#WebinarsINTERLAT @RedLeague_BR
01 02 03 04
05 06 07 08
![Page 42: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/42.jpg)
#FormaciónEBusiness #WebinarsINTERLAT @RedLeague_BR
#WebinarsINTERLAT @RedLeague_BR
08 02 03 04
05 06 07 08
Meça e melhore continuamente
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#FormaciónEBusiness
Percepções do Cliente Expectativas do Cliente Retenção Cross-sell e Up-sell Taxa de Conversão
#WebinarsINTERLAT @RedLeague_BR
#WebinarsINTERLAT @RedLeague_BR
![Page 44: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/44.jpg)
Oracle 4
![Page 45: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/45.jpg)
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Demonstração Oracle Rightnow
![Page 46: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/46.jpg)
#FormaciónEBusiness
![Page 47: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/47.jpg)
#FormaciónEBusiness
Oracle 4
![Page 48: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/48.jpg)
#FormaciónEBusiness
Oracle 4
![Page 49: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/49.jpg)
#FormaciónEBusiness
Oracle 4
![Page 50: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/50.jpg)
#FormaciónEBusiness
Oracle 5
![Page 51: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/51.jpg)
#FormaciónEBusiness
Oracle 5
![Page 52: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/52.jpg)
#FormaciónEBusiness
Oracle 5
2 SEMANAS DEPOIS…
![Page 53: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/53.jpg)
#FormaciónEBusiness
Oracle 5
2 SEMANAS DEPOIS… ????
![Page 54: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/54.jpg)
#FormaciónEBusiness
Oracle 5
![Page 55: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/55.jpg)
#FormaciónEBusiness
Oracle 5
![Page 56: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/56.jpg)
#FormaciónEBusiness
Oracle 5
![Page 57: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/57.jpg)
#FormaciónEBusiness
Oracle 5
Shirts Owned: 2 Pants Owned: 1 Accessories Owned: 0
![Page 58: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/58.jpg)
#FormaciónEBusiness
Oracle 5
![Page 59: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/59.jpg)
#FormaciónEBusiness
Oracle 5
![Page 60: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/60.jpg)
#FormaciónEBusiness
Oracle 6
![Page 61: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/61.jpg)
#FormaciónEBusiness
Oracle 6
![Page 62: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/62.jpg)
#FormaciónEBusiness
Oracle 6
![Page 63: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/63.jpg)
#FormaciónEBusiness
Oracle 6
![Page 64: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/64.jpg)
#FormaciónEBusiness
Oracle 6
![Page 65: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/65.jpg)
#FormaciónEBusiness
Oracle 6
![Page 66: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/66.jpg)
#FormaciónEBusiness
Oracle 6
![Page 67: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/67.jpg)
#FormaciónEBusiness
Oracle 6
![Page 68: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/68.jpg)
#FormaciónEBusiness
1. Estabeleça uma base de conhecimento
5. Ouça seus clientes
2. Dê poder aos clientes com o auto-atendimento
6. Proponha experiências Integradas
3. Dê poder aos funcionários da linha de frente
7. Comprometa-se proativamente com os clientes
4. Ofereça a opção de multicanalidade 8. Meça e melhore continuamente
![Page 69: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/69.jpg)
#FormaciónEBusiness
Linkedin: http://bit.ly/CXREDLeague Twitter: @REDLeague_BR Facebook: http://bit.ly/fbCXREDLeague Cliente Referência: http://tokstok.custhelp.com/
Links Úteis
![Page 70: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/70.jpg)
Oracle 7
![Page 71: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/71.jpg)
#FormaciónEBusiness
OBRIGADA.
Michelle Alves @michellelorentz
#WebinarsINTERLAT @REDLeague_BR
#WebinarsINTERLAT @REDLeague_BR
![Page 72: Atendimento ao cliente em 8 passos](https://reader031.fdocuments.net/reader031/viewer/2022020217/554f1809b4c905aa348b4b9b/html5/thumbnails/72.jpg)
#FormaciónEBusiness
ACESSE INTERLAT.TV
E VEJA NOSSAS PRÓXIMAS TRANSMISSÕES