Transcript
{\rtf1\adeflang1025\ansi\ansicpg1252\uc1\adeff0\deff0\stshfdbch31505\stshfloch31506\stshfhich31506\stshfbi31507\deflang1046\deflangfe1046\themelang1046\themelangfe0\themelangcs0{\fonttbl{\f0\fbidi \froman\fcharset0\fprq2{\*\panose 02020603050405020304}Times New Roman,}{\f1\fbidi \fswiss\fcharset0\fprq2{\*\panose 020b0604020202020204}Arial,},,,,,,,,,
{\f10\fbidi \fnil\fcharset2\fprq2{\*\panose 05000000000000000000}Wingdings,}{\f34\fbidi \froman\fcharset1\fprq2{\*\panose 02040503050406030204}Cambria Math,}{\flomajor\f31500\fbidi \froman\fcharset0\fprq2{\*\panose 02020603050405020304}Times New Roman,},,,,,,,,
{\fdbmajor\f31501\fbidi \froman\fcharset0\fprq2{\*\panose 02020603050405020304}Times New Roman,}{\fhimajor\f31502\fbidi \froman\fcharset0\fprq2{\*\panose 02040503050406030204}Cambria,},,,,,,,,,
{\fbimajor\f31503\fbidi \froman\fcharset0\fprq2{\*\panose 02020603050405020304}Times New Roman,}{\flominor\f31504\fbidi \froman\fcharset0\fprq2{\*\panose 02020603050405020304}Times New Roman,},,,,,,,,,
{\fdbminor\f31505\fbidi \froman\fcharset0\fprq2{\*\panose 02020603050405020304}Times New Roman,}{\fhiminor\f31506\fbidi \fswiss\fcharset0\fprq2{\*\panose 020f0502020204030204}Calibri,},,,,,,,,,
{\fbiminor\f31507\fbidi \froman\fcharset0\fprq2{\*\panose 02020603050405020304}Times New Roman,}{\f39\fbidi \froman\fcharset238\fprq2 Times New Roman CE,}{\f40\fbidi \froman\fcharset204\fprq2 Times New Roman Cyr,},,,,,,,,
{\f42\fbidi \froman\fcharset161\fprq2 Times New Roman Greek,}{\f43\fbidi \froman\fcharset162\fprq2 Times New Roman Tur,}{\f44\fbidi \froman\fcharset177\fprq2 Times New Roman (Hebrew),}{\f45\fbidi \froman\fcharset178\fprq2 Times New Roman (Arabic),},,,,,,,
{\f46\fbidi \froman\fcharset186\fprq2 Times New Roman Baltic,}{\f47\fbidi \froman\fcharset163\fprq2 Times New Roman (Vietnamese),}{\f49\fbidi \fswiss\fcharset238\fprq2 Arial CE,}{\f50\fbidi \fswiss\fcharset204\fprq2 Arial Cyr,},,,,,,,
{\f52\fbidi \fswiss\fcharset161\fprq2 Arial Greek,}{\f53\fbidi \fswiss\fcharset162\fprq2 Arial Tur,}{\f54\fbidi \fswiss\fcharset177\fprq2 Arial (Hebrew),}{\f55\fbidi \fswiss\fcharset178\fprq2 Arial (Arabic),},,,,,,,
{\f56\fbidi \fswiss\fcharset186\fprq2 Arial Baltic,}{\f57\fbidi \fswiss\fcharset163\fprq2 Arial (Vietnamese),}{\flomajor\f31508\fbidi \froman\fcharset238\fprq2 Times New Roman CE,}{\flomajor\f31509\fbidi \froman\fcharset204\fprq2 Times New Roman Cyr,},,,,,,,
{\flomajor\f31511\fbidi \froman\fcharset161\fprq2 Times New Roman Greek,}{\flomajor\f31512\fbidi \froman\fcharset162\fprq2 Times New Roman Tur,}{\flomajor\f31513\fbidi \froman\fcharset177\fprq2 Times New Roman (Hebrew),},,,,,,,,
{\flomajor\f31514\fbidi \froman\fcharset178\fprq2 Times New Roman (Arabic),}{\flomajor\f31515\fbidi \froman\fcharset186\fprq2 Times New Roman Baltic,}{\flomajor\f31516\fbidi \froman\fcharset163\fprq2 Times New Roman (Vietnamese),},,,,,,,,
{\fdbmajor\f31518\fbidi \froman\fcharset238\fprq2 Times New Roman CE,}{\fdbmajor\f31519\fbidi \froman\fcharset204\fprq2 Times New Roman Cyr,}{\fdbmajor\f31521\fbidi \froman\fcharset161\fprq2 Times New Roman Greek,},,,,,,,,
{\fdbmajor\f31522\fbidi \froman\fcharset162\fprq2 Times New Roman Tur,}{\fdbmajor\f31523\fbidi \froman\fcharset177\fprq2 Times New Roman (Hebrew),}{\fdbmajor\f31524\fbidi \froman\fcharset178\fprq2 Times New Roman (Arabic),},,,,,,,,
{\fdbmajor\f31525\fbidi \froman\fcharset186\fprq2 Times New Roman Baltic,}{\fdbmajor\f31526\fbidi \froman\fcharset163\fprq2 Times New Roman (Vietnamese),}{\fhimajor\f31528\fbidi \froman\fcharset238\fprq2 Cambria CE,},,,,,,,,
{\fhimajor\f31529\fbidi \froman\fcharset204\fprq2 Cambria Cyr,}{\fhimajor\f31531\fbidi \froman\fcharset161\fprq2 Cambria Greek,}{\fhimajor\f31532\fbidi \froman\fcharset162\fprq2 Cambria Tur,},,,,,,,,
{\fhimajor\f31535\fbidi \froman\fcharset186\fprq2 Cambria Baltic,}{\fbimajor\f31538\fbidi \froman\fcharset238\fprq2 Times New Roman CE,}{\fbimajor\f31539\fbidi \froman\fcharset204\fprq2 Times New Roman Cyr,},,,,,,,,
{\fbimajor\f31541\fbidi \froman\fcharset161\fprq2 Times New Roman Greek,}{\fbimajor\f31542\fbidi \froman\fcharset162\fprq2 Times New Roman Tur,}{\fbimajor\f31543\fbidi \froman\fcharset177\fprq2 Times New Roman (Hebrew),},,,,,,,,
{\fbimajor\f31544\fbidi \froman\fcharset178\fprq2 Times New Roman (Arabic),}{\fbimajor\f31545\fbidi \froman\fcharset186\fprq2 Times New Roman Baltic,}{\fbimajor\f31546\fbidi \froman\fcharset163\fprq2 Times New Roman (Vietnamese),},,,,,,,,
{\flominor\f31548\fbidi \froman\fcharset238\fprq2 Times New Roman CE,}{\flominor\f31549\fbidi \froman\fcharset204\fprq2 Times New Roman Cyr,}{\flominor\f31551\fbidi \froman\fcharset161\fprq2 Times New Roman Greek,},,,,,,,,
{\flominor\f31552\fbidi \froman\fcharset162\fprq2 Times New Roman Tur,}{\flominor\f31553\fbidi \froman\fcharset177\fprq2 Times New Roman (Hebrew),}{\flominor\f31554\fbidi \froman\fcharset178\fprq2 Times New Roman (Arabic),},,,,,,,,
{\flominor\f31555\fbidi \froman\fcharset186\fprq2 Times New Roman Baltic,}{\flominor\f31556\fbidi \froman\fcharset163\fprq2 Times New Roman (Vietnamese),}{\fdbminor\f31558\fbidi \froman\fcharset238\fprq2 Times New Roman CE,},,,,,,,,
{\fdbminor\f31559\fbidi \froman\fcharset204\fprq2 Times New Roman Cyr,}{\fdbminor\f31561\fbidi \froman\fcharset161\fprq2 Times New Roman Greek,}{\fdbminor\f31562\fbidi \froman\fcharset162\fprq2 Times New Roman Tur,},,,,,,,,
{\fdbminor\f31563\fbidi \froman\fcharset177\fprq2 Times New Roman (Hebrew),}{\fdbminor\f31564\fbidi \froman\fcharset178\fprq2 Times New Roman (Arabic),}{\fdbminor\f31565\fbidi \froman\fcharset186\fprq2 Times New Roman Baltic,},,,,,,,,
{\fdbminor\f31566\fbidi \froman\fcharset163\fprq2 Times New Roman (Vietnamese),}{\fhiminor\f31568\fbidi \fswiss\fcharset238\fprq2 Calibri CE,}{\fhiminor\f31569\fbidi \fswiss\fcharset204\fprq2 Calibri Cyr,},,,,,,,,
{\fhiminor\f31571\fbidi \fswiss\fcharset161\fprq2 Calibri Greek,}{\fhiminor\f31572\fbidi \fswiss\fcharset162\fprq2 Calibri Tur,}{\fhiminor\f31575\fbidi \fswiss\fcharset186\fprq2 Calibri Baltic,},,,,,,,,
{\fbiminor\f31578\fbidi \froman\fcharset238\fprq2 Times New Roman CE,}{\fbiminor\f31579\fbidi \froman\fcharset204\fprq2 Times New Roman Cyr,}{\fbiminor\f31581\fbidi \froman\fcharset161\fprq2 Times New Roman Greek,},,,,,,,,
{\fbiminor\f31582\fbidi \froman\fcharset162\fprq2 Times New Roman Tur,}{\fbiminor\f31583\fbidi \froman\fcharset177\fprq2 Times New Roman (Hebrew),}{\fbiminor\f31584\fbidi \froman\fcharset178\fprq2 Times New Roman (Arabic),},,,,,,,,
{\fbiminor\f31585\fbidi \froman\fcharset186\fprq2 Times New Roman Baltic,}{\fbiminor\f31586\fbidi \froman\fcharset163\fprq2 Times New Roman (Vietnamese),}}{\colortbl,\red0\green0\blue0,\red0\green0\blue255,\red0\green255\blue255,\red0\green255\blue0,,,,,
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\qc \li57\ri0\sb120\widctlpar\wrapdefault\faauto\adjustright\rin0\lin57\itap0 \rtlch\fcs1 \af0\afs20\alang1025 \ltrch\fcs0 \fs20\lang1046\langfe1046\loch\af0\hich\af0\dbch\af31505\cgrid\langnp1046\langfenp1046 {\rtlch\fcs1 \ab\af1\afs28 \ltrch\fcs0 ,,,,,,,,,,,
"\b\f1\fs28\ul\cf6\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 CLIENTE MAL ATENDIDO, ",,,,,,,,,,,
\par \hich\af1\dbch\af31505\loch\f1 \hich\f1 DE QUEM \'c9\loch\f1 A CULPA?,,,,,,,,,,,
\par }\pard \ltrpar\qj \li57\ri0\sb120\widctlpar\wrapdefault\faauto\adjustright\rin0\lin57\itap0 {\rtlch\fcs1 \ai\af1\afs24 \ltrch\fcs0 \i\f1\fs24\insrsid10162605 ,,,,,,,,,,,
\par }{\rtlch\fcs1 \ai\af1\afs24 \ltrch\fcs0 \i\f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 Por: Roberto }{\rtlch\fcs1 \ai\af1\afs24 \ltrch\fcs0 \i\f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 Madruga,,,,,,,,,,,
\par ,,,,,,,,,,,
\par }{\rtlch\fcs1 \ab\af1\afs28 \ltrch\fcs0 \b\f1\fs28\ul\cf6\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 T}{\rtlch\fcs1 \af1\afs24 \ltrch\fcs0 \f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 \hich\f1 odos n\'f3\loch\f1 \hich\f1 ,,,,,,,,,,,
s sabemos o quanto as empresas est\'e3\loch\f1 o preocupadas em atender \hich\af1\dbch\af31505\loch\f1 \hich\f1 seus clientes de maneira mais profissional e priorit\'e1\loch\f1 ria. ,,,,,,,,,,,
"\par \hich\af1\dbch\af31505\loch\f1 \hich\f1 Na estrada do Telemarketing h\'e1\loch\f1 \hich\f1 muitos anos, tenho constatado que muitas empresas gastam despendem grandes somas de dinheiro em treinamento e tecnologia, mas n\'e3\loch\f1 \hich\f1 ",,,,,,,,,,,
o conseguem que seus pr\'f3\loch\f1 \hich\f1 prios funcion\'e1\hich\af1\dbch\af31505\loch\f1 \hich\f1 rios prestem um atendimento telef\'f4\loch\f1 \hich\f1 nico de qualidade. A est\'f3\loch\f1 ,,,,,,,,,,,
"ria que se segue, ilustra um grave problema que pode estar acontecendo em sua empresa:",,,,,,,,,,,
\par }{\rtlch\fcs1 \ab\ai\af1\afs24 \ltrch\fcs0 \b\i\f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 Cena 1}{\rtlch\fcs1 \ai\af1\afs24 \ltrch\fcs0 \i\f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 :}{\rtlch\fcs1 \af1\afs24 \ltrch\fcs0 ,,,,,,,,,,,
"\f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 \hich\f1 O Cliente comprou, pelo Telemarketing uma cole\'e7\'e3\loch\f1 \hich\f1 o de CDs h\'e1\loch\f1 \hich\f1 duas semanas, mas ainda n\'e3\loch\f1 o a recebeu",,,,,,,,,,,
\par }{\rtlch\fcs1 \ab\ai\af1\afs24 \ltrch\fcs0 \b\i\f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 Cen\hich\af1\dbch\af31505\loch\f1 a 2}{\rtlch\fcs1 \af1\afs24 \ltrch\fcs0 \f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 \hich\f1 ,,,,,,,,,,,
": O Cliente liga para o mesmo n\'fa\loch\f1 \hich\f1 mero onde adquiriu os referidos CDs, questionando o atraso. Um operador de Telemarketing atende a liga\'e7\'e3\loch\f1 \hich\f1 o e responde: \'93\loch\f1 \hich\f1 Sinto muito Sr., mas n\'e3\loch\f1 ",,,,,,,,,,,
\hich\f1 o sei informar quando a cole\'e7\'e3\loch\f1 \hich\f1 o lhe ser\'e1\loch\f1 entregue. O Sr. precisa ligar para \hich\af1\dbch\af31505\loch\f1 \hich\f1 outro n\'fa\loch\f1 \hich\f1 mero a fim de obter maiores informa\'e7\'f5\loch\f1 \hich\f1 es,,,,,,,,,,,
\'94\loch\f1 ,,,,,,,,,,,
\par }{\rtlch\fcs1 \ab\ai\af1\afs24 \ltrch\fcs0 \b\i\f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 Cena 3}{\rtlch\fcs1 \af1\afs24 \ltrch\fcs0 \f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 \hich\f1 ,,,,,,,,,,,
": O Cliente liga, outro operador atende e informa que ir\'e1\loch\f1 \hich\f1 verificar o ocorrido, comprometendo-se a retornar a liga\'e7\'e3\loch\f1 o o quanto antes", ,,,,,,,,,,
\par }{\rtlch\fcs1 \ab\ai\af1\afs24 \ltrch\fcs0 \b\i\f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 Cena 4}{\rtlch\fcs1 \ai\af1\afs24 \ltrch\fcs0 \i\f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 :}{\rtlch\fcs1 \af1\afs24 \ltrch\fcs0 ,,,,,,,,,,,
\f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 \hich\f1 O Operador n\'e3\loch\f1 \hich\f1 o retorna a liga\'e7\'e3\loch\f1 o, ,,,,,,,,,,
\par }{\rtlch\fcs1 \ab\ai\af1\afs24 \ltrch\fcs0 \b\i\f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 Cena 5}{\rtlch\fcs1 \ai\af1\afs24 \ltrch\fcs0 \i\f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 :}{\rtlch\fcs1 \af1\afs24 \ltrch\fcs0 ,,,,,,,,,,,
"\f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 O Cliente, irr\hich\af1\dbch\af31505\loch\f1 \hich\f1 itado, cancela a compra e pensa: \'93\loch\f1 \hich\f1 N\'e3\loch\f1 \hich\f1 o precisava mesmo dos CDs. Esta empresa n\'e3\loch\f1 \hich\f1 o ",,,,,,,,,,,
\'e9\loch\f1 \hich\f1 s\'e9\loch\f1 \hich\f1 ria\'94.,,,,,,,,,,,
"\par \hich\af1\dbch\af31505\loch\f1 \hich\f1 Acabamos de verificar que o operador, apesar de cordial, n\'e3\loch\f1 o resolveu o problema do Cliente. Quantas vezes por dia um Cliente pode estar sendo mal atendido em sua em\hich\af1\dbch\af31505\loch\f1 ",,,,,,,,,,,
\hich\f1 presa ? Quantas vendas s\'e3\loch\f1 o perdidas?,,,,,,,,,,,
\par ,,,,,,,,,,,
\par }\pard \ltrpar\qc \li57\ri0\sb120\widctlpar\brdrt\brdrs\brdrw15\brsp20 \brdrl\brdrs\brdrw15\brsp20 \brdrb\brdrs\brdrw15\brsp20 \brdrr\brdrs\brdrw15\brsp20 \wrapdefault\faauto\adjustright\rin0\lin57\itap0 {\rtlch\fcs1 \ab\ai\af1\afs24 \ltrch\fcs0 ,,,,,,,,,,,
"\b\i\f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 Ao reclamar ou comprar, cada vez mais,o Cliente exige agilidade e comodidade",,,,,,,,,,,
\par }\pard \ltrpar\qj \li57\ri0\sb120\widctlpar\wrapdefault\faauto\adjustright\rin0\lin57\itap0 {\rtlch\fcs1 \af1\afs24 \ltrch\fcs0 \f1\fs24\ul\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 \hich\f1 Devemos lembrar que a perda de um Cliente n\'e3\loch\f1 ,,,,,,,,,,,
"\hich\f1 o significa a perda de uma \'fa\loch\f1 \hich\f1 nica venda, mas sim de todo o relacionamento, durante sua vida \'fa\loch\f1 til, \hich\af1\dbch\af31505\loch\f1 com a empresa.}{\rtlch\fcs1 \af1\afs24 \ltrch\fcs0 \f1\fs24\insrsid10162605 ",,,,,,,,,,,
"\hich\af1\dbch\af31505\loch\f1 \hich\f1 A boa escola do Marketing Direto define o valor do Cliente como LTV(Life Time Value), que significa a venda do m\'ea\loch\f1 \hich\f1 s 1 + m\'ea\loch\f1 \hich\f1 s 2 + m\'ea\loch\f1 s 3 + etc.",,,,,,,,,,,
\par ,,,,,,,,,,,
\par ,,,,,,,,,,,
\par ,,,,,,,,,,,
\par ,,,,,,,,,,,
\par \hich\af1\dbch\af31505\loch\f1 \hich\f1 Observemos os princ\'ed\loch\f1 \hich\f1 pios b\'e1\loch\f1 sicos do Telemarketing:,,,,,,,,,,,
\par {\pntext\pard\plain\ltrpar \rtlch\fcs1 \ab\af1 \ltrch\fcs0 \b\f1 \hich\af1\dbch\af31505\loch\f1 1.\tab}}\pard \ltrpar\qj \li1287\ri0\sb120\widctlpar\wrapdefault{\*\pn \pnlvlbody\ilvl0\ls1\pnrnot0\pndec\pnstart1\pnindent567\pnhang {\pntxta .}},,,,,,,,,,,
\faauto\ls1\adjustright\rin0\lin1287\itap0 {\rtlch\fcs1 \ab\af1\afs24 \ltrch\fcs0 \b\f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 Velocidade no atendimento,,,,,,,,,,,
\par {\pntext\pard\plain\ltrpar \rtlch\fcs1 \ab\af1 \ltrch\fcs0 \b\f1 \hich\af1\dbch\af31505\loch\f1 2.\tab}}\pard \ltrpar\qj \li1287\ri0\sb120\widctlpar\wrapdefault{\*\pn \pnlvlbody\ilvl0\ls1\pnrnot0\pndec\pnstart1\pnindent567\pnhang {\pntxta .}},,,,,,,,,,,
\faauto\ls1\adjustright\rin0\lin1287\itap0 {\rtlch\fcs1 \ab\af1\afs24 \ltrch\fcs0 \b\f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 \hich\f1 M\'ed\loch\f1 dia pessoal e interativa,,,,,,,,,,,
\par {\pntext\pard\plain\ltrpar \rtlch\fcs1 \ab\af1 \ltrch\fcs0 \b\f1 \hich\af1\dbch\af31505\loch\f1 3.\tab}}\pard \ltrpar\qj \li1287\ri0\sb120\widctlpar\wrapdefault{\*\pn \pnlvlbody\ilvl0\ls1\pnrnot0\pndec\pnstart1\pnindent567\pnhang {\pntxta .}},,,,,,,,,,,
\faauto\ls1\adjustright\rin0\lin1287\itap0 {\rtlch\fcs1 \ab\af1\afs24 \ltrch\fcs0 \b\f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 Comodidade para o comprador e vendedor,,,,,,,,,,,
\par {\pntext\pard\plain\ltrpar \rtlch\fcs1 \ab\af1 \ltrch\fcs0 \b\f1 \hich\af1\dbch\af31505\loch\f1 4.\tab}}\pard \ltrpar\qj \li1287\ri0\sb120\widctlpar\wrapdefault{\*\pn \pnlvlbody\ilvl0\ls1\pnrnot0\pndec\pnstart1\pnindent567\pnhang {\pntxta .}},,,,,,,,,,,
"\faauto\ls1\adjustright\rin0\lin1287\itap0 {\rtlch\fcs1 \ab\af1\afs24 \ltrch\fcs0 \b\f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 \hich\f1 Conhecimento do Cliente pelo operador, atrav\'e9\loch\f1 s de Database Marketing",,,,,,,,,,,
"\par }\pard \ltrpar\qj \li57\ri0\sb120\widctlpar\wrapdefault\faauto\adjustright\rin0\lin57\itap0 {\rtlch\fcs1 \af1\afs24 \ltrch\fcs0 \f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 \hich\f1 Podemos concluir, ent\'e3\loch\f1 \hich\f1 ",,,,,,,,,,,
"o, que este foi um caso de anti-telemarketing onde os diferenciais acima n\'e3\loch\f1 o forma aplica\hich\af1\dbch\af31505\loch\f1 dos. ",,,,,,,,,,,
\par ,,,,,,,,,,,
\par }\pard \ltrpar\qc \li57\ri0\sb120\widctlpar\brdrt\brdrs\brdrw15\brsp20 \brdrl\brdrs\brdrw15\brsp20 \brdrb\brdrs\brdrw15\brsp20 \brdrr\brdrs\brdrw15\brsp20 \wrapdefault\faauto\adjustright\rin0\lin57\itap0 {\rtlch\fcs1 \ab\ai\af1\afs24 \ltrch\fcs0 ,,,,,,,,,,,
"\b\i\f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 \hich\f1 Numa an\'e1\loch\f1 \hich\f1 lise superficial, grande parte da insatisfa\'e7\'e3\loch\f1 o do Cliente reside no atendimento que obteve do operador. ",,,,,,,,,,,
\par \hich\af1\dbch\af31505\loch\f1 Puro engano! Ele foi apenas o representante da empresa naquele momento. ,,,,,,,,,,,
\par }\pard \ltrpar\qj \li57\ri0\sb120\widctlpar\wrapdefault\faauto\adjustright\rin0\lin57\itap0 {\rtlch\fcs1 \af1\afs24 \ltrch\fcs0 \f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 \hich\f1 Abre-se uma discuss\'e3\loch\f1 \hich\f1 o: de quem \'e9,,,,,,,,,,,
\loch\f1 a culpa pelo mau atendimento?\hich\af1\dbch\af31505\loch\f1 Do operador de Telemarketing? Dos sistemas administrativos? Do setor de entregas? Do gerente?,,,,,,,,,,,
\par \hich\af1\dbch\af31505\loch\f1 \hich\f1 Analisemos a situa\'e7\'e3\loch\f1 \hich\f1 o \'e0\loch\f1 luz do Marketing. }{\rtlch\fcs1 \af1\afs24 \ltrch\fcs0 \f1\fs24\ul\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 \hich\f1 ,,,,,,,,,,,
"Antes de mais nada, eliminemos a palavra \'93\loch\f1 \hich\f1 culpa\'94\loch\f1 \hich\f1 e a troquemos por \'93\loch\f1 \hich\f1 causas\'94.}{\rtlch\fcs1 \af1\afs24 \ltrch\fcs0 \f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 ",,,,,,,,,,,
Somente desta maneira o verdadeiro gerente\hich\af1\dbch\af31505\loch\f1 \hich\f1 poder\'e1\loch\f1 \hich\f1 identificar o real problema para implementar a\'e7\'f5\loch\f1 \hich\f1 es corretivas. O foco n\'e3\loch\f1 ,,,,,,,,,,,
"o deve estar sobre o operador, supervisor ou gerente mas sim sobre todos os processos que atuam no atendimento.",,,,,,,,,,,
"\par }{\rtlch\fcs1 \af1\afs24 \ltrch\fcs0 \f1\fs24\ul\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 \hich\f1 A insatisfa\'e7\'e3\loch\f1 o do Cliente pode estar aparentemente no atendiment\hich\af1\dbch\af31505\loch\f1 \hich\f1 o, no produto ou servi\'e7",,,,,,,,,,,
"\loch\f1 o.}{\rtlch\fcs1 \af1\afs24 \ltrch\fcs0 \f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 \hich\f1 Analisando-se a causa raiz vemos que erros acontecem em muitos outros departamentos como: log\'ed\loch\f1 \hich\f1 stica, distribui\'e7\'e3",,,,,,,,,,,
"\loch\f1 \hich\f1 o, treinamento, vendas, etc. Neste momento, vamos nos deter ao \'e2\loch\f1 mbito do Telemarketing.",,,,,,,,,,,
"\par }{\rtlch\fcs1 \af1\afs24 \ltrch\fcs0 \f1\fs24\ul\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 \hich\f1 Dentro de uma opera\'e7\'e3\loch\f1 \hich\f1 o, \'e9\loch\f1 comu\hich\af1\dbch\af31505\loch\f1 \hich\f1 m o Cliente, e at\'e9\loch\f1 \hich\f1 ",,,,,,,,,,,
" mesmo o gerente de Telemarketing, culpar o operador por um mau atendimento, muitas vezes considerando-o incapacitado para a fun\'e7\'e3\loch\f1 o.}{\rtlch\fcs1 \af1\afs24 \ltrch\fcs0 \f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 \hich\f1 ",,,,,,,,,,,
Pergunta-se: quem foi o respons\'e1\loch\f1 \hich\f1 vel por sua contrata\'e7\'e3\loch\f1 o? O treinamento foi ministrado dentro de suas nece\hich\af1\dbch\af31505\loch\f1 \hich\f1 ssidades e com carga hor\'e1\loch\f1 \hich\f1 ria adequada ? Ser\'e1,,,,,,,,,,,
\loch\f1 \hich\f1 que o operador estava sob condi\'e7\'f5\loch\f1 \hich\f1 es de trabalho suficientemente confort\'e1\loch\f1 \hich\f1 veis para desempenhar um bom atendimento? O sistema de cadastramento funcionou \'e0\loch\f1 \hich\f1 ,,,,,,,,,,,
contento? O operador possu\'ed\loch\f1 \hich\f1 a todas as informa\'e7\'f5\loch\f1 \hich\f1 es dispon\'ed\hich\af1\dbch\af31505\loch\f1 v\hich\af1\dbch\af31505\loch\f1 eis no ato do atendimento?,,,,,,,,,,,
\par }{\rtlch\fcs1 \af1\afs24 \ltrch\fcs0 \f1\fs24\ul\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 \hich\f1 O processo de atendimento \'e9\loch\f1 \hich\f1 por demais complexo e envolve muitas vari\'e1\loch\f1 \hich\f1 veis que s\'e3\loch\f1 \hich\f1 ,,,,,,,,,,,
"o em sua maioria de responsabilidade da alta ger\'ea\loch\f1 \hich\f1 ncia tais como: sistemas de telefonia, Database Marketing, sele\'e7\'e3\loch\f1 o, treinamento, ergonomia, etc.}{\rtlch\fcs1 \af1\afs24 \ltrch\fcs0 \f1\fs24\insrsid10162605 ",,,,,,,,,,,
\hich\af1\dbch\af31505\loch\f1 A \hich\af1\dbch\af31505\loch\f1 \hich\f1 figura abaixo mostra o trip\'e9\loch\f1 \hich\f1 de uma opera\'e7\'e3\loch\f1 \hich\f1 o de Telemarketing e como a excel\'ea\loch\f1 \hich\f1 ncia no atendimento n\'e3\loch\f1 ,,,,,,,,,,,
o depende apenas de uma pessoa:,,,,,,,,,,,
\par }\pard \ltrpar\qc \li57\ri0\sb120\widctlpar\wrapdefault\faauto\adjustright\rin0\lin57\itap0 {\rtlch\fcs1 \af1 \ltrch\fcs0 \f1\insrsid1249513 {\pict{\*\picprop\shplid1025{\sp{\sn shapeType}{\sv 75}}{\sp{\sn fFlipH}{\sv 0}},,,,,,,,,,,
{\sp{\sn fFlipV}{\sv 0}}{\sp{\sn fillColor}{\sv 268435473}}{\sp{\sn fFilled}{\sv 0}}{\sp{\sn fLine}{\sv 0}}{\sp{\sn fLayoutInCell}{\sv 1}}}\picscalex51\picscaley52\piccropl0\piccropr0\piccropt0\piccropb0,,,,,,,,,,,
\picw18583\pich10901\picwgoal10535\pichgoal6180\wmetafile8\bliptag-322907191\blipupi171{\*\blipuid ecc0d3c99c376713c4add51608456f20},,,,,,,,,,,
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2200040000002d0102000a000000240303006000d8fde0fb4803e00448030a00000026060f000a00ffffffff0100000000000e00000026060f001200ffffffff,,,,,,,,,,,
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00000a0200000000050000000902cecece02040000000201010013000000320ac00173fe080000004f70657261646f72ae0089007d0057007c00890089005700,,,,,,,,,,,
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0600040000002e011800050000000a020000000005000000090200000002040000000201010013000000320ab9016cfe080000004f70657261646f72ae008900,,,,,,,,,,,
7d0057007c008900890057000400000002010200050000000902ffffff02040000000201010013000000320ab00163fe080000004f70657261646f72ae008900,,,,,,,,,,,
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26060f001200544e505004000800000000000000000000000a00000026060f000a00ffffffff010000000000040000002d010300040000002d01040004000000f0010200040000002d01010004000000f0010700030000000000}}{\rtlch\fcs1 \af1\afs24 \ltrch\fcs0 \f1\fs24\insrsid10162605 ,,,,,,,,,,,
\par }\pard \ltrpar\qj \li57\ri0\sb120\widctlpar\wrapdefault\faauto\adjustright\rin0\lin57\itap0 {\rtlch\fcs1 \ab\af1\afs24 \ltrch\fcs0 \b\f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 \hich\f1 Gest\'e3\loch\f1 o}{\rtlch\fcs1 \af1\afs24 \ltrch\fcs0 ,,,,,,,,,,,
\f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 - }{\rtlch\fcs1 \af1\afs24 \ltrch\fcs0 \f1\fs24\ul\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 \hich\f1 Cerca de 50% dos problemas de falha de atendimento s\'e3\loch\f1 \hich\f1 ,,,,,,,,,,,
"o ocasionados por uma gest\'e3\loch\f1 o deficiente do supervisor ou gerente de Telemarketing,}{\rtlch\fcs1 \af1\afs24 \ltrch\fcs0 \f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 \hich\f1 que muitas vezes n\'e3\loch\f1 ",,,,,,,,,,,
"o foi preparado, adequadamente, para suas responsabilidades. A }{\rtlch\fcs1 \ab\ai\af1\afs24 \ltrch\fcs0 \b\i\f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 \hich\f1 gest\'e3\loch\f1 o }{\rtlch\fcs1 \af1\afs24 \ltrch\fcs0 ",,,,,,,,,,,
\f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 \hich\f1 n\'e3\loch\f1 \hich\f1 o \'e9\loch\f1 simples. }{\rtlch\fcs1 \af1\afs24 \ltrch\fcs0 \f1\fs24\ul\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 Tenho defendido ,,,,,,,,,,,
"\hich\af1\dbch\af31505\loch\f1 \hich\f1 a tese de que o conhecimento e a pr\'e1\loch\f1 tica, pelo gerente ou supervisor, das dez ferramentas abaixo pode revolucionar a forma de atendimento ao Cliente:",,,,,,,,,,,
\par {\pntext\tab}}\pard \ltrpar\qj \li57\ri0\sb120\widctlpar\jclisttab\tx360\wrapdefault{\*\pn \pnlvlblt\ilvl0\ls2\pnrnot0\pnindent360\pnsp120 }\faauto\ls2\adjustright\rin0\lin57\itap0 {\rtlch\fcs1 \ai\af1\afs24 \ltrch\fcs0 \i\f1\fs24\insrsid10162605 ,,,,,,,,,,,
\hich\af1\dbch\af31505\loch\f1 \hich\f1 Trabalhar em processos ao inv\'e9\loch\f1 s de tratar somente de problemas,,,,,,,,,,,
\par {\pntext\tab}}\pard \ltrpar\qj \li57\ri0\sb120\widctlpar\jclisttab\tx360\wrapdefault{\*\pn \pnlvlblt\ilvl0\ls3\pnrnot0\pnindent360\pnsp120 }\faauto\ls3\adjustright\rin0\lin57\itap0 {\rtlch\fcs1 \ai\af1\afs24 \ltrch\fcs0 \i\f1\fs24\insrsid10162605 ,,,,,,,,,,,
"\hich\af1\dbch\af31505\loch\f1 \hich\f1 Sele\'e7\'e3\loch\f1 \hich\f1 o e recrutamento com m\'e9\loch\f1 todos\hich\af1\dbch\af31505\loch\f1 eficazes, baseados em perfis bem estabelecidos",,,,,,,,,,,
\par {\pntext\tab}}\pard \ltrpar\qj \li57\ri0\sb120\widctlpar\jclisttab\tx360\wrapdefault{\*\pn \pnlvlblt\ilvl0\ls4\pnrnot0\pnindent360\pnsp120 }\faauto\ls4\adjustright\rin0\lin57\itap0 {\rtlch\fcs1 \ai\af1\afs24 \ltrch\fcs0 \i\f1\fs24\insrsid10162605 ,,,,,,,,,,,
\hich\af1\dbch\af31505\loch\f1 \hich\f1 Administra\'e7\'e3\loch\f1 \hich\f1 o das m\'e9\loch\f1 \hich\f1 tricas de desempenho da opera\'e7\'e3\loch\f1 o e curva de produtividade,,,,,,,,,,,
\par {\pntext\tab}}\pard \ltrpar\qj \li57\ri0\sb120\widctlpar\jclisttab\tx360\wrapdefault{\*\pn \pnlvlblt\ilvl0\ls5\pnrnot0\pnindent360\pnsp120 }\faauto\ls5\adjustright\rin0\lin57\itap0 {\rtlch\fcs1 \ai\af1\afs24 \ltrch\fcs0 \i\f1\fs24\insrsid10162605 ,,,,,,,,,,,
\hich\af1\dbch\af31505\loch\f1 \hich\f1 Avalia\'e7\'e3\loch\f1 \hich\f1 o sistem\'e1\loch\f1 tica quantitativa e qualitativa dos operadores de Telemarketing,,,,,,,,,,,
\par {\pntext\tab}}\pard \ltrpar\qj \li57\ri0\sb120\widctlpar\jclisttab\tx360\wrapdefault{\*\pn \pnlvlblt\ilvl0\ls6\pnrnot0\pnindent360\pnsp120 }\faauto\ls6\adjustright\rin0\lin57\itap0 {\rtlch\fcs1 \ai\af1\afs24 \ltrch\fcs0 \i\f1\fs24\insrsid10162605 ,,,,,,,,,,,
"\hich\af1\dbch\af31505\loch\f1 Clima, reconhecimento e recompensa individual e por equipe",,,,,,,,,,,
\par {\pntext\tab}}\pard \ltrpar\qj \li57\ri0\sb120\widctlpar\jclisttab\tx360\wrapdefault{\*\pn \pnlvlblt\ilvl0\ls7\pnrnot0\pnindent360\pnsp120 }\faauto\ls7\adjustright\rin0\lin57\itap0 {\rtlch\fcs1 \ai\af1\afs24 \ltrch\fcs0 \i\f1\fs24\insrsid10162605 ,,,,,,,,,,,
\hich\af1\dbch\af31505\loch\f1 \hich\f1 Treinamento formal e feedback cont\'ed\loch\f1 nuo,,,,,,,,,,,
\par {\pntext\tab}}\pard \ltrpar\qj \li57\ri0\sb120\widctlpar\jclisttab\tx360\wrapdefault{\*\pn \pnlvlblt\ilvl0\ls8\pnrnot0\pnindent360\pnsp120 }\faauto\ls8\adjustright\rin0\lin57\itap0 {\rtlch\fcs1 \ai\af1\afs24 \ltrch\fcs0 \i\f1\fs24\insrsid10162605 ,,,,,,,,,,,
"\hich\af1\dbch\af31505\loch\f1 \hich\f1 An\'e1\loch\f1 \hich\f1 lise das informa\'e7\'f5\loch\f1 \hich\f1 es gerenciais, visando n\'e3\loch\f1 \hich\f1 o s\'f3\loch\f1 \hich\f1 a corre\'e7\'e3\loch\f1 \hich\f1 o , mas sobretudo a preven\'e7\'e3\loch\f1 ",,,,,,,,,,,
o,,,,,,,,,,,
\par {\pntext\tab}}\pard \ltrpar\qj \li57\ri0\sb120\widctlpar\jclisttab\tx360\wrapdefault{\*\pn \pnlvlblt\ilvl0\ls9\pnrnot0\pnindent360\pnsp120 }\faauto\ls9\adjustright\rin0\lin57\itap0 {\rtlch\fcs1 \ai\af1\afs24 \ltrch\fcs0 \i\f1\fs24\insrsid10162605 ,,,,,,,,,,,
\hich\af1\dbch\af31505\loch\f1 \hich\f1 Confec\'e7\'e3\loch\f1 o de script ou roteiro,,,,,,,,,,,
\par {\pntext\tab}}\pard \ltrpar\qj \li57\ri0\sb120\widctlpar\jclisttab\tx360\wrapdefault{\*\pn \pnlvlblt\ilvl0\ls10\pnrnot0\pnindent360\pnsp120 }\faauto\ls10\adjustright\rin0\lin57\itap0 {\rtlch\fcs1 \ai\af1\afs24 \ltrch\fcs0 \i\f1\fs24\insrsid10162605 ,,,,,,,,,,,
\hich\af1\dbch\af31505\loch\f1 \hich\f1 Monitora\'e7\'e3\loch\f1 o telef\loch\af1\dbch\af31505\hich\f1 \'f4\loch\f1 nica da abordagem do operador e correto preenchimento do banco de dados,,,,,,,,,,,
\par {\pntext\tab}}\pard \ltrpar\qj \li57\ri0\sb120\widctlpar\jclisttab\tx360\wrapdefault{\*\pn \pnlvlblt\ilvl0\ls11\pnrnot0\pnindent360\pnsp120 }\faauto\ls11\adjustright\rin0\lin57\itap0 {\rtlch\fcs1 \ai\af1\afs24 \ltrch\fcs0 \i\f1\fs24\insrsid10162605 ,,,,,,,,,,,
\hich\af1\dbch\af31505\loch\f1 \hich\f1 Auditoria de qualidade nos principais outputs da opera\'e7\'e3\loch\f1 o ,,,,,,,,,,,
\par }\pard \ltrpar\qj \li0\ri0\sb120\widctlpar\wrapdefault\faauto\adjustright\rin0\lin0\itap0 {\rtlch\fcs1 \ab\ai\af1\afs24 \ltrch\fcs0 \b\i\f1\fs24\insrsid10162605 ,,,,,,,,,,,
\par }\pard \ltrpar\qj \li57\ri0\sb120\widctlpar\wrapdefault\faauto\adjustright\rin0\lin57\itap0 {\rtlch\fcs1 \ab\af1\afs24 \ltrch\fcs0 \b\f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 Infra-estrutura - }{\rtlch\fcs1 \af1\afs24 \ltrch\fcs0 ,,,,,,,,,,,
\f1\fs24\insrsid10162605 \loch\af1\dbch\af31505\hich\f1 \'c9\loch\f1 \hich\f1 a grande respons\'e1\loch\f1 \hich\f1 vel(na opini\'e3\loch\f1 \hich\f1 ,,,,,,,,,,,
"o de gerentes e supervisores), pela baixa qualidade de atendimento. Muitas vezes o Cliente fica sem resposta ou n\'e3\loch\f1 o consegue contactar determinada central de atendimento por falhas de telefonia, por exemplo.",,,,,,,,,,,
\par }{\rtlch\fcs1 \af1\afs24 \ltrch\fcs0 \f1\fs24\ul\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 \hich\f1 A falta de \'e2\loch\f1 nimo\hich\af1\dbch\af31505\loch\f1 \hich\f1 do operador tamb\'e9\loch\f1 m influencia na resposta ao Cliente.}{\rtlch\fcs1 ,,,,,,,,,,,
\af1\afs24 \ltrch\fcs0 \f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 \hich\f1 Em parte ela \'e9\loch\f1 \hich\f1 originada por condi\'e7\'f5\loch\f1 \hich\f1 ,,,,,,,,,,,
"es insuficientes de infra-estrutura tais como: monitor de computador desregulado, cadeiras desconfort\'e1\loch\f1 veis, baixa luminosidade, etc.",,,,,,,,,,,
\par \hich\af1\dbch\af31505\loch\f1 A }{\rtlch\fcs1 \ab\ai\af1\afs24 \ltrch\fcs0 \b\i\f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 infra-estrutura}{\rtlch\fcs1 \af1\afs24 \ltrch\fcs0 \f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 ,,,,,,,,,,,
requer muitos \hich\af1\dbch\af31505\loch\f1 \hich\f1 investimentos assim como uma boa gest\'e3\loch\f1 \hich\f1 o para sua correta utiliza\'e7\'e3\loch\f1 o. Vamos ao principais itens que devem se observados:,,,,,,,,,,,
\par {\pntext\tab}}\pard \ltrpar\qj \li57\ri0\sb120\widctlpar\jclisttab\tx360\wrapdefault{\*\pn \pnlvlblt\ilvl0\ls12\pnrnot0\pnindent360\pnsp120 }\faauto\ls12\adjustright\rin0\lin57\itap0 {\rtlch\fcs1 \ai\af1\afs24 \ltrch\fcs0 \i\f1\fs24\insrsid10162605 ,,,,,,,,,,,
\hich\af1\dbch\af31505\loch\f1 \hich\f1 Layout adequado e produtivo da opera\'e7\'e3\loch\f1 o de Telemarketing,,,,,,,,,,,
\par {\pntext\tab}}\pard \ltrpar\qj \li57\ri0\sb120\widctlpar\jclisttab\tx360\wrapdefault{\*\pn \pnlvlblt\ilvl0\ls13\pnrnot0\pnindent360\pnsp120 }\faauto\ls13\adjustright\rin0\lin57\itap0 {\rtlch\fcs1 \ai\af1\afs24 \ltrch\fcs0 \i\f1\fs24\insrsid10162605 ,,,,,,,,,,,
\hich\af1\dbch\af31505\loch\f1 \hich\f1 Mobili\'e1\loch\f1 \hich\f1 rios adequados \'e0\loch\f1 norma NR17,,,,,,,,,,,
\par {\pntext\tab}}\pard \ltrpar\qj \li57\ri0\sb120\widctlpar\jclisttab\tx360\wrapdefault{\*\pn \pnlvlblt\ilvl0\ls14\pnrnot0\pnindent360\pnsp120 }\faauto\ls14\adjustright\rin0\lin57\itap0 {\rtlch\fcs1 \ai\af1\afs24 \ltrch\fcs0 \i\f1\fs24\insrsid10162605 ,,,,,,,,,,,
\hich\af1\dbch\af31505\loch\f1 \hich\f1 Esta\'e7\'e3\loch\f1 \hich\f1 o de trabalho confort\'e1\loch\f1 ve\hich\af1\dbch\af31505\loch\f1 \hich\f1 l e ergon\'f4\loch\f1 mica,,,,,,,,,,,
\par {\pntext\tab}}\pard \ltrpar\qj \li57\ri0\sb120\widctlpar\jclisttab\tx360\wrapdefault{\*\pn \pnlvlblt\ilvl0\ls15\pnrnot0\pnindent360\pnsp120 }\faauto\ls15\adjustright\rin0\lin57\itap0 {\rtlch\fcs1 \ai\af1\afs24 \ltrch\fcs0 \i\f1\fs24\insrsid10162605 ,,,,,,,,,,,
\hich\af1\dbch\af31505\loch\f1 Headsets modernos e leves,,,,,,,,,,,
\par {\pntext\tab}}\pard \ltrpar\qj \li57\ri0\sb120\widctlpar\jclisttab\tx360\wrapdefault{\*\pn \pnlvlblt\ilvl0\ls16\pnrnot0\pnindent360\pnsp120 }\faauto\ls16\adjustright\rin0\lin57\itap0 {\rtlch\fcs1 \ai\af1\afs24 \ltrch\fcs0 \i\f1\fs24\insrsid10162605 ,,,,,,,,,,,
\hich\af1\dbch\af31505\loch\f1 \hich\f1 Linhas telef\'f4\loch\f1 nicas com qualidade e quantidade para suportar os picos de demanda,,,,,,,,,,,
\par {\pntext\tab}}\pard \ltrpar\qj \li57\ri0\sb120\widctlpar\jclisttab\tx360\wrapdefault{\*\pn \pnlvlblt\ilvl0\ls17\pnrnot0\pnindent360\pnsp120 }\faauto\ls17\adjustright\rin0\lin57\itap0 {\rtlch\fcs1 \ai\af1\afs24 \ltrch\fcs0 \i\f1\fs24\insrsid10162605 ,,,,,,,,,,,
"\hich\af1\dbch\af31505\loch\f1 \hich\f1 Computadores, servidores e impressoras compat\'ed\loch\f1 veis com a rapidez do atendimento",,,,,,,,,,,
\par {\pntext\tab}}\pard \ltrpar\qj \li57\ri0\sb120\widctlpar\jclisttab\tx360\wrapdefault{\*\pn \pnlvlblt\ilvl0\ls18\pnrnot0\pnindent360\pnsp120 }\faauto\ls18\adjustright\rin0\lin57\itap0 {\rtlch\fcs1 \ai\af1\afs24 \ltrch\fcs0 \i\f1\fs24\insrsid10162605 ,,,,,,,,,,,
\hich\af1\dbch\af31505\loch\f1 \hich\f1 Grava\'e7\'e3\loch\f1 o de chamadas para retreinam\hich\af1\dbch\af31505\loch\f1 \hich\f1 ento da opera\'e7\'e3\loch\f1 o,,,,,,,,,,,
\par {\pntext\tab}}\pard \ltrpar\qj \li57\ri0\sb120\widctlpar\jclisttab\tx360\wrapdefault{\*\pn \pnlvlblt\ilvl0\ls19\pnrnot0\pnindent360\pnsp120 }\faauto\ls19\adjustright\rin0\lin57\itap0 {\rtlch\fcs1 \ai\af1\afs24 \ltrch\fcs0 \i\f1\fs24\insrsid10162605 ,,,,,,,,,,,
\hich\af1\dbch\af31505\loch\f1 \hich\f1 DAC(Distribuidor Autom\'e1\loch\f1 tico de Chamadas),,,,,,,,,,,
\par {\pntext\tab}}\pard \ltrpar\qj \li57\ri0\sb120\widctlpar\jclisttab\tx360\wrapdefault{\*\pn \pnlvlblt\ilvl0\ls20\pnrnot0\pnindent360\pnsp120 }\faauto\ls20\adjustright\rin0\lin57\itap0 {\rtlch\fcs1 \ai\af1\afs24 \ltrch\fcs0 \i\f1\fs24\insrsid10162605 ,,,,,,,,,,,
"\hich\af1\dbch\af31505\loch\f1 \hich\f1 Software de discagem, substituindo o uso do aparelho telef\'f4\loch\f1 nico",,,,,,,,,,,
\par {\pntext\tab}}\pard \ltrpar\qj \li57\ri0\sb120\widctlpar\jclisttab\tx360\wrapdefault{\*\pn \pnlvlblt\ilvl0\ls21\pnrnot0\pnindent360\pnsp120 }\faauto\ls21\adjustright\rin0\lin57\itap0 {\rtlch\fcs1 \ai\af1\afs24 \ltrch\fcs0 \i\f1\fs24\insrsid10162605 ,,,,,,,,,,,
\hich\af1\dbch\af31505\loch\f1 Software para consulta e cadastramento de Clientes,,,,,,,,,,,
\par {\pntext\tab}}\pard \ltrpar\qj \li57\ri0\sb120\widctlpar\jclisttab\tx360\wrapdefault{\*\pn \pnlvlblt\ilvl0\ls22\pnrnot0\pnindent360\pnsp120 }\faauto\ls22\adjustright\rin0\lin57\itap0 {\rtlch\fcs1 \ai\af1\afs24 \ltrch\fcs0 \i\f1\fs24\insrsid10162605 ,,,,,,,,,,,
\hich\af1\dbch\af31505\loch\f1 Sistemas 0800 bem definidos,,,,,,,,,,,
\par }\pard \ltrpar\qj \li57\ri0\sb120\widctlpar\wrapdefault\faauto\adjustright\rin0\lin57\itap0 {\rtlch\fcs1 \ab\af1\afs24 \ltrch\fcs0 \b\f1\fs24\insrsid10162605 ,,,,,,,,,,,
\par \hich\af1\dbch\af31505\loch\f1 Banco de dados - }{\rtlch\fcs1 \af1\afs24 \ltrch\fcs0 \f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 \hich\f1 N\'e3\loch\f1 \hich\f1 o apenas o Telemarketing mas tamb\'e9\loch\f1 \hich\f1 ,,,,,,,,,,,
"m outros departamentos como faturamento, captam, diariamente, informa\'e7\'f5\loch\f1 \hich\f1 es dos Clientes, ampliando a base de dados. Muitas vezes os dados ao inv\'e9\loch\f1 s de enriquecerem a base, causam seu empobrecimento, prejudicando em muito ",,,,,,,,,,,
\hich\af1\dbch\af31505\loch\f1 o\hich\af1\dbch\af31505\loch\f1 \hich\f1 repasse da informa\'e7\'e3\loch\f1 \hich\f1 o para o pr\'f3\loch\f1 prio Cliente. ,,,,,,,,,,,
\par \hich\af1\dbch\af31505\loch\f1 \hich\f1 Uma boa gest\'e3\loch\f1 \hich\f1 o de dados come\'e7\loch\f1 \hich\f1 a quando o supervisor garante uma alimenta\'e7\'e3\loch\f1 ,,,,,,,,,,,
"o de dados qualitativa e padronizada, armazenando todo o relacionamento do Cliente com a empresa. }{\rtlch\fcs1 \af1\afs24 \ltrch\fcs0 \f1\fs24\ul\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 \hich\f1 J\'e1\loch\f1 \hich\f1 ",,,,,,,,,,,
" o gerente tem como desafio, \'93\loch\f1 tran\hich\af1\dbch\af31505\loch\f1 \hich\f1 sformar chumbo em ouro\'94\loch\f1 \hich\f1 , ou seja, transformar simples dados em informa\'e7\'f5\loch\f1 \hich\f1 ",,,,,,,,,,,
"es, trazendo conhecimentos relevantes para a organiza\'e7\'e3\loch\f1 o.",,,,,,,,,,,
"\par }{\rtlch\fcs1 \af1\afs24 \ltrch\fcs0 \f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 \hich\f1 Nos dias de hoje, o Telemarketng transformou-se no melhor canal de comunica\'e7\'e3\loch\f1 o do mundo para as empresas ouvirem e entenderem ",,,,,,,,,,,
"\hich\af1\dbch\af31505\loch\f1 seus Clientes. Mais e mais pessoas exigem comodidade ao comprar ou reclamar, ao mesmo tempo em que esperam respostas imediatas. ",,,,,,,,,,,
\par }\pard \ltrpar\qj \li57\ri0\sb120\widctlpar\brdrt\brdrs\brdrw15\brsp20 \brdrl\brdrs\brdrw15\brsp20 \brdrb\brdrs\brdrw15\brsp20 \brdrr\brdrs\brdrw15\brsp20 \wrapdefault\faauto\adjustright\rin0\lin57\itap0 {\rtlch\fcs1 \ab\ai\af1\afs24 \ltrch\fcs0 ,,,,,,,,,,,
\b\i\f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 O mau atendimento de um operador de Telemarketing pode estar apenas demostrando apenas a ponta de um imenso iceberg,,,,,,,,,,,
\par }\pard \ltrpar\qj \li57\ri0\sb120\widctlpar\wrapdefault\faauto\adjustright\rin0\lin57\itap0 {\rtlch\fcs1 \af1\afs24 \ltrch\fcs0 \f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 Grandes emp\hich\af1\dbch\af31505\loch\f1 \hich\f1 ,,,,,,,,,,,
"resas prosperaram nos \'fa\loch\f1 \hich\f1 ltimos anos gra\'e7\loch\f1 \hich\f1 as a remodelagem de seu produto, originada da pr\'f3\loch\f1 \hich\f1 pria manifesta\'e7\'e3\loch\f1 \hich\f1 o do Cliente, via telefone. Vejam o exemplo da explos\'e3",,,,,,,,,,,
"\loch\f1 \hich\f1 o no Brasil dos Tele-atendimentos no segmento banc\'e1\loch\f1 rio. O motivo foi simples: os bancos acabaram \hich\af1\dbch\af31505\loch\f1 p\hich\af1\dbch\af31505\loch\f1 \hich\f1 or entender, ap\'f3\loch\f1 \hich\f1 s sinaliza\'e7\'e3",,,,,,,,,,,
"\loch\f1 \hich\f1 o do pr\'f3\loch\f1 \hich\f1 prio Cliente, que o produto final n\'e3\loch\f1 \hich\f1 o \'e9\loch\f1 \hich\f1 a forma\'e7\'e3\loch\f1 \hich\f1 o, di\'e1\loch\f1 \hich\f1 ria, de uma fila banc\'e1\loch\f1 \hich\f1 ria, mas sim os servi",,,,,,,,,,,
"\'e7\loch\f1 \hich\f1 os financeiros ofertados e acessados, rapidamente pelo usu\'e1\loch\f1 rio.",,,,,,,,,,,
"\par \hich\af1\dbch\af31505\loch\f1 Podemos concluir que ouvir atentamente o Cliente, transfo\hich\af1\dbch\af31505\loch\f1 \hich\f1 rmar seus problemas em solu\'e7\'f5\loch\f1 \hich\f1 es imediatas n\'e3\loch\f1 \hich\f1 ",,,,,,,,,,,
"o depende, exclusivamente, do atendimento prestado pelo operador de Telemarketing. Na maioria das vezes ele apenas representa a ponta de um iceberg. A excel\'ea\loch\f1 \hich\f1 ncia no atendimento inicia quando toda a organiza\'e7\'e3\loch\f1 o ",,,,,,,,,,,
"\hich\af1\dbch\af31505\loch\f1 p\hich\af1\dbch\af31505\loch\f1 \hich\f1 rioriza a satisfa\'e7\'e3\loch\f1 o dos Clientes externos e internos.}{\rtlch\fcs1 \af1\afs24 \ltrch\fcs0 \f1\fs24\insrsid10162605 {\field{\*\fldinst SYMBOL 40 \\f ""Wingdings
\\s 12}{\fldrslt\f10\fs24}}}{\rtlch\fcs1 \af1\afs24 \ltrch\fcs0 \f1\fs24\insrsid10162605
\par
\par }\pard \ltrpar\qj \li0\ri0\sb120\widctlpar\wrapdefault\faauto\adjustright\rin0\lin0\itap0 {\rtlch\fcs1 \ab\ai\af1\afs24 \ltrch\fcs0 \b\i\f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 Roberto Pessoa Madruga }{\rtlch\fcs1 \ai\af1\afs24 \ltrch\fcs0
\i\f1\fs24\insrsid10162605 \loch\af1\dbch\af31505\hich\f1 \'e9}{\rtlch\fcs1 \ab\ai\af1\afs24 \ltrch\fcs0 \b\i\f1\fs24\insrsid10162605 \hich\af1\dbch\af31505\loch\f1 }{\rtlch\fcs1 \ai\af1\afs24 \ltrch\fcs0 \i\f1\fs24\insrsid10162605
\hich\af1\dbch\af31505\loch\f1 \hich\f1 P\'f3\loch\f1 \hich\f1 s-graduado em Marketing pela PUC, possuindo mais de 10 anos de experi\'ea\loch\f1 \hich\f1 ncia na \'e1\loch\f1 rea de Marketing, Vendas e Marketing Direto em grandes empre
\hich\af1\dbch\af31505\loch\f1 \hich\f1 sas como Cisper, Mesbla, Grupo Abril e atualmente na Xerox do Brasil. Nos \'fa\loch\f1 \hich\f1 ltimos anos implantou in\'fa\loch\f1
meros processos de Marketing Direto como Telemarketing Ativo e Receptivo, programas de Mala Direta, montagem de Database Marketing e Venda por canais alter\hich\af1\dbch\af31505\loch\f1 n\hich\af1\dbch\af31505\loch\f1 ativos.
\par \hich\af1\dbch\af31505\loch\f1 \hich\f1 Roberto Madruga \'e9\loch\f1 palestrante em diversas universidades no estado do Rio de Janeiro.
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