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Slides Modelo - turismo e hotelaria
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Transcript of Slides Modelo - turismo e hotelaria
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Atendimento ao Cliente
Curso
Consultor:Everton Saulo Silveira
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Atendimento ao Cliente
ATENDIMENTO AO CLIENTECURSO:
Objetivos
Repassar aspectos comportamentais e operacionais no atendimento ao cliente.
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Grupos• Nome• Empresa que trabalha• Formação profissional• O que mais gosta de fazer• O que detesta fazer • Outros cursos que já participou• Expectativa para o curso ...
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- Administração – UFSJ- Mestrando em Gestão de Empresas - MBA – Gestão de Negócios e Marketing - Master Practitioner em Programação Neurolingüística- Trainer em Jogos de Empresas- Membro do Rede EmprendeSur- Consultor de Marketing do Sebrae MG
Everton Saulo SilveiraEverton Saulo Silveira
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Leitura do texto
Atividade 1
“Do tempo da agendinha ao tempo da agenda eletrônica”.
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Diferença entre:
Atender bem X Tratar bem
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Apostila
• Leiam cada uma das quinze situações apresentadas e assinalem:
• T (para mau tratamento) ou • A (para mau atendimento).
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O caso do médico no consultório:
• O médico trata de seus pacientes, a clínica faz o atendimento.
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1. Clientes deixam de comprar de empresas especialmente por causa de:
• - Tratamento rude 48,7 %• - Falta de atenção 19,2 %• - Produto melhor 18,5 %• - Produto mais barato 13,6 %
Fonte: www.procon.sp.gov.br
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2. E o que fazem os clientes insatisfeitos:
• - 80% dos clientes não reclamam, simplesmente não voltam.• - A maioria procura outro fornecedor.• - Muitos não reclamam porque não sabem onde reclamar.
Fonte: www.procon.sp.gov.br
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3. Ou ainda
• - Cada cliente satisfeito conta para, em média, outras 5 pessoas.
• - Cada cliente insatisfeito conta para, em média, outras 17 pessoas.
Fonte: www.procon.sp.gov.br
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Apostila
• “As 10 habilidades essenciais do profissional de atendimento”.
• Marque as habilidades que você precisa desenvolver.
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OS SETE PECADOS CAPITAIS DO ATENDIMENTO
Apatia
Má vontade
Frieza
Desdém
Robotismo
Sindromede normas
Jogo deresponsabilidade
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Os 7 pecados no atendimento
ATIVIDADE 3
• Marque com um X quais os pecados cometidos em cada caso.
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O CASO DA CERVEJA
Atividade 4• Ler o texto e marcar com um X no quadro da
atividade (Atendimento – Satisfação – Encantamento)
• Obs.: Não existe resposta certa ou errada.
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ATIVIDADE 6
• Quanto custa agregar valor?
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Atividade
• Comportamentos:
Defensivo x Assertivo x Agressivo
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Dramatização
• 4 Grupos
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TEXTO
• A OFICINA
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“Se todos nós fizéssemos as coisas de que somos capazes, ficaríamos espantados
com nós mesmos.”Thomas Edison
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Bruna e Adriana
Lívia e Matheus
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Diretrizes para o tratamento de reclamações
• Páginas – 79 – 83 - 85
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CÓDIGO DE DEFESA DO CONSUMIDOR
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