Clipping of news on Brazilian Culture, Law and Citizenship
22/04/2014
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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Today , companies need to find ways to reduce customer complaints and improve the image of their services in the market . Moreover , competition has pushed some industries to submit offers more of what you can bear. Conclusion : complaints and complaints about services and products flood the social networks and other channels of communication between companies and customers .
The telecommunications industry is critical in this scenario . Align the discourses between Teles , regulators , consumer protection agencies and clients is the first step in the quest for harmony in this market .
Daniel Feldmann Barros , chief operating officer of NET , providing excellence in service delivery , service and products is a challenge faced every day in this market . Feldman, who will address the theme " Building image and reduction in complaints Teles " during the " Age of Dialogue " * , spoke exclusively to Modern Consumer portal . Check out .
Modern Consumer - Today , companies grow very rapidly in volume of clients and amount of services . As equate growth with quality service for a more demanding consumer ?
Daniel Feldmann Barros - The NET has made investments to enhance customer service , empowering employees on all fronts relationship with the subscriber base , adopting quality programs to respond ever more - and better - our subscribers . Our coverage area is booming as well as the services offered , also resulting in a growing demand - and more demanding - customers, eager to provide quality service and agility.
We are aware that the challenge of providing excellence in service delivery , service and products should be a constant in our daily lives and that is how the NET sees this equation .
Important to add that in 2013 , for example , we were the fastest growing company in pay TV , broadband and fixed telephony . And with all this growth , the responsibility for attendance gains weight even more .
CM - With social networks , critical to the sector have become more present and perceived by society . NET How to deal with this more immediate and dynamic individual consumer ?
DF - We are attentive to all channels that are - and are likely to be (since innovation is in the DNA of NET ) - open to develop the relationship between the company and customers . Undeniable strength and speed that social networks "brought " to these demands . NET is present in all of them , including a demonstration of transparency . We have a dedicated service team on social networks .
CM - These new channels are complementary to the call center . In what way should be thought out and worked to reduce conflicts between company and customers ?
DF - Home emphasizing that not only the conflicts , for example. These channels are also important source of information to identify consumer trends and niche demands for products and services . Regarding conflicts , the clear requirement of NET to answer questions through these additional channels is an indication that the consumer recognizes . Our concern is always to seek the solution and meet the demands of our customers, whether these or other channels .
CM - could point us to an innovation in the service of NET sector that resulted in improvements to both the consumer and the company ?
DF - A good example of innovation in the service of NET is the URA , which has the ability to recognize the customer using the phone number, automatically identify your registration and provide information about their region. NET was one of the first companies to deploy a smart IVR and know that the efficiency of this service is very recognized for our customers .
I can also mention that recently did a restructuring in our Ombudsman , still printing more quickly respond and resolve issues raised by consumers . In addition , we provide many ways to narrow this relationship NET and client base , such that the contact center, email and social networks , for example.
Our goal is to always strive for excellence in customer service, with trained and qualified employees to take online inclusive solution of various problems . Our team brings together technical expertise to structure with efficient support , to address and promote the best experience for our customers .
Moreover , NET periodically promotes satisfaction surveys , aiming to seek answers to what customers like about our company and would prefer to change . With these results , the company identifies and anticipates trends of important behavior for excellence in our performance .
CM - How do you perceive the dialogue between regulators and consumer protection , government , business and society regarding the improvement of telecommunications services in Brazil today ? We live in a time of harmony or greater conflict ?
DF - The NET has an excellent relationship with regulators and consumer protection . We strive to be proactive , providing constant information about company stock that may impact the client . And also we are always open to hearing suggestions for improvements . Of course, when comes to quality and customer service, there is much to do and discuss . But we believe that many advances have happened in recent years and the NET is proud to join everyone.
CM - What is the value of annual investments for the sector NET customer service ? There are new projects in this area for years to come ?
DF - Do not disclose investment values , but we can say that the NET is always thinking in innovation and quality . Are values we cherish and are steeped in everything we do , plan and develop .
* The Age of Dialogue is an initiative of the Modern Consumer magazine aimed at rescuing the confidence of agents of consumer relations in Brazil . This year's seminar will be held April 24 at the Renaissance Hotel in Sao Paulo .
More information : http://consumidormoderno.uol.com.br/ultimas-noticias/blog
Source : Uol - Modern Consumer
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This article was translated by an automatic translation system, and was therefore not reviewed by people.