SACs food companies fail, but have satisfactory attendance
This article was translated by an automatic translation system, and was therefore not reviewed by people.
SAO PAULO - The Brazilian companies in the food industry have a SAC Service (Customer Service) appropriate to their customers. Of 24 possible points, scores of companies ranged from 15 to 19, according to a survey conducted by Idec (Brazilian Institute for Consumer Protection).
According to the survey, all the companies surveyed provide the numbers of SAC on their web pages or the packaging of their products. In addition, calls are free and all calls made by telephone were successfully completed without the use of advertisements and without the need of the customer entering your personal information before talking to an attendant.
Remember that the law of the SAC, in force since December last year, is valid for industries regulated by the federal banks and radios, but Idec believes that all companies should follow, in general, the rules or "spirit" decree.
According to the research coordinator, Estela Guerrini, although the CARs of food companies to adapt to most of the criteria evaluated, the absence of a regulation on the service leaves loopholes for the occurrence of failures that can compromise the service. "As each company sets its standard, the quality of service is a donation. Thus, the consumer is at their mercy."
Results
Regarding the time of service, most companies did not exceed one minute to answer their customers, ie, the time is determined by decree of the SAC.
However, among the companies that failed to meet this ideal time, exceeded all bounds of common sense. If in one of the companies surveyed, the waiting time to treat was seven minutes. Already in another company, the delay to treatment was five minutes on a lead and three minutes and a half in another.
Failures
Moreover, the ten firms surveyed, nine did not inform the client the number of the treatment protocol at the beginning of the connection and not sent to the client after this number.
"The protocol number is important information for the consumer, so much so that he has control over calls made to the SAC and to the security of information provided by the company."
Another very serious problem detected by the survey was the lack of a telephone communication channel for people with impaired hearing and speech, as only one of the companies surveyed provide this service. The others only offer this service over the Internet.
The survey also found that there are flaws in the training of the operators, since, in connection made to a business, the operator could not answer the question of the client. In the case of another company, the clerk was slow to respond. Further, in a third case, the operator transferred the call, when he learned that it was a complaint.
About the Study
This research was conducted by Idec between 18 and Feb. 26 by staff of the institution. These technicians linked to the ten largest companies in sales in the food sector in the country
Altogether, there were three links for each company rated: one to request information, to claim a (fictitious reason, in most cases) and the last to follow previous orders.
The aim of the study was to evaluate the accessibility of the service, the quality of care, control of claims and procedures for its implementation, in comparison with the rules established by the decree of the CARs, in December last year.
Source: Infomoney
This article was translated by an automatic translation system, and was therefore not reviewed by people.
Important:
The JurisWay site does not interfere in the work provided by doctrine, why only reflect the opinions, ideas and concepts of their authors.
