{"id":3779,"date":"2022-04-27T17:41:03","date_gmt":"2022-04-27T20:41:03","guid":{"rendered":"https:\/\/matrixgo.ai\/10-licoes-harvard-atendimento\/"},"modified":"2022-04-27T17:41:03","modified_gmt":"2022-04-27T20:41:03","slug":"10-licoes-harvard-atendimento","status":"publish","type":"post","link":"https:\/\/matrixgo.ai\/en\/10-licoes-harvard-atendimento\/","title":{"rendered":"Harvard's 10 Lessons on Customer Service"},"content":{"rendered":"

It is general consensus that importance of customer service<\/strong> in the construction, maintenance, and development of businesses. It's common to hear the difference that satisfied customers and promoters make to a brand or company. Even so, the topic still seems to be ignored by some managers, or often lacks the attention and importance it deserves. Scholars around the world are searching for formulas and methodologies to create \u201cperfect service\u201d<\/strong>. Sorry to disappoint you, reader, but that doesn't exist! Yes, there are, good practices and techniques<\/strong> capable of transform your service<\/strong>. We list here Harvard's 10 Lessons on Customer Service<\/strong>. Follow.<\/p>\n

READ ALSO: \u201cGood customer service\u201d<\/a><\/strong><\/p>\n

 <\/p>\n

What is the Harvard Business Review?<\/strong><\/h2>\n

THE Harvard<\/strong> you probably already know \u2013 a private North American university, located in Cambridge, Massachusetts, and considered one of the most prestigious universities in the world<\/strong>. Barack Obama, Mark Zuckerberg, Al Gore, and many others were students at the famous university.<\/p>\n

All this prestige and success can also be transferred to the Harvard Business Review<\/strong>! What is this? The Review is a seasonal Harvard publication that aims to intelligent reflection on best practices in business management<\/strong>.<\/p>\n

Professors, researchers, scholars and experts consolidate their knowledge in magazines, books and digital publications in HBR.org<\/a><\/strong>, six times a year. The publications cover a wide variety of topics relevant to business management and applicable to different scenarios, countries, and contexts.<\/p>\n

 <\/p>\n

Harvard's 10 Lessons on Customer Service<\/strong><\/h2>\n

The authority and ownership that the professionals who prepare the Harvard Business Review<\/strong> possess is evident with each new publication and the respective media and scientific repercussion they generate. One of the articles published by HBR highlighted key lessons<\/strong> for the excellence of customer service<\/strong>. They are:<\/p>\n

 <\/p>\n

1 \u2013 Mistakes are inevitable, but unhappy customers are not<\/strong><\/h3>\n

It's almost impossible to pay attention and prevent 100% from failures<\/strong>. Sooner or later, a small mistake or slip-up will occur, even in the best companies. Therefore, focus your energies on serving and solving your customers' problems<\/strong>Learn from your mistakes. Masterfully corrected mistakes become opportunities.<\/p>\n

 <\/p>\n

2 \u2013 On average, 50% of customers and 25% of companies complain<\/strong><\/h3>\n

Not all dissatisfied customers or client companies get in touch to complain. The important thing here is to satisfactorily resolve the problems of those who complained.<\/strong>Over time, those who haven't reached out may feel motivated or positively impacted by the feedback on the resolutions.<\/p>\n

 <\/p>\n

3 \u2013 Everyone must be able to solve problems<\/strong><\/h3>\n

Everyone within a company needs to have the ability, motivation, and authority to repair flaws.<\/strong>Passing requests for corrections or troubleshooting back and forth causes delays, which only increases customer dissatisfaction.<\/p>\n

 <\/p>\n

4 \u2013 Those who complain, do not complain to the responsible department<\/strong><\/h3>\n

Everyone should be able to solve problems. But it is observed that customers generally do not direct their complaints to the correct departments<\/strong> \u2013 Formal customer service typically receives only 10 to 60 complaints. The remainder are directed to management, front-line staff, clerks\/cashiers, and others.<\/p>\n

 <\/p>\n

5 \u2013 Identify the problem in detail<\/strong><\/h3>\n

Above all It's important to listen and understand the problem! Identify and categorize it!<\/strong> Closely manage all your official communication channels \u2013 from telephone support to social media and even postal correspondence.<\/p>\n

READ ALSO: \u201cReduce complaints with automated service\u201d<\/a><\/strong><\/p>\n

READ ALSO: \u201c4 Tips for defining your omnichannel service channels\u201d<\/a><\/strong><\/p>\n

 <\/p>\n

6 \u2013 Experiencing a problem reduces customer loyalty by 15 to 30%<\/strong><\/h3>\n

A customer who experiences a failure or problem with your product\/service becomes less likely to recommend and promote your brand! Their loyalty level drops! Therefore, As important as solving the problem is preventing the same or a similar one from happening again.<\/strong> \u2013 avoiding this customer becoming a detractor.<\/p>\n

 <\/p>\n

7 \u2013 Resolution is key<\/strong><\/h3>\n

Solving a problem quickly and effectively is the ideal path to follow.<\/strong>. The evolution of the dissatisfied customer to a satisfied one represents an increase of 50% in loyalty.<\/p>\n

 <\/p>\n

8 \u2013 Bring efficient resolutions<\/strong><\/h3>\n

Temporary fixes and\/or stopgaps in problem-solving only postpone and fuel chaos.<\/strong>. A customer's change from "completely satisfied" to "partially satisfied" represents a 25% drop in loyalty.<\/p>\n

 <\/p>\n

9 \u2013 Convert mistakes into opportunities<\/strong><\/h3>\n

Again: don't ignore problem solving. Use customer service to your advantage<\/strong> \u2013 this is the moment to showcase your brand and an opportunity to delight your customers with qualified and efficient service.<\/p>\n

 <\/p>\n

10 \u2013 Consumers speak well (or badly) about your brand<\/strong><\/h3>\n

According to research, dissatisfied consumers or those with bad experiences, share this information<\/strong> with approximately 11 people<\/strong>! Client-promoters and with good experiences, influence 6 people<\/strong>!<\/p>\n

 <\/p>\n

It's time to delight your customers!<\/strong><\/h2>\n

Therefore, after these 10 Lessons from Harvard on Customer Service<\/strong>, it is evident that constant concern for the rapid and efficient resolution of problems<\/strong>. Empower your team<\/strong> and provide it with the appropriate tools and software<\/strong> is essential for the full execution of excellent customer service.<\/p>\n

Discover Matrix service platforms!<\/strong> Chat professionally via WhatsApp, unify your digital communications, and manage your call center strategically and intelligently. Talk to a Matrix Consultant and learn more: 0800 604 5555<\/strong><\/a><\/p>","protected":false},"excerpt":{"rendered":"

\u00c9 consenso geral a import\u00e2ncia do atendimento ao cliente na constru\u00e7\u00e3o, manuten\u00e7\u00e3o e desenvolvimento dos neg\u00f3cios. Comum escutar a diferen\u00e7a que clientes satisfeitos e promotores fazem a uma marca ou empresa. Mesmo assim, o tema ainda parece ser ignorado por alguns gestores, ou em muitas vezes, carece da aten\u00e7\u00e3o e import\u00e2ncia que lhe cabem. Estudiosos […]<\/p>","protected":false},"author":1,"featured_media":3780,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","_joinchat":[],"footnotes":""},"categories":[41,50,40,96],"tags":[65,235,236,91,146,237,238,93,54,113,224,69,85],"class_list":["post-3779","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-atendimento","category-marketing-de-vendas","category-provedores","category-vendas","tag-atendimento","tag-atendimento-ao-clientes","tag-cs","tag-customer-success","tag-dicas","tag-harvard","tag-licoes","tag-marketing","tag-matrix","tag-matrix-do-brasil","tag-plataformas-de-atendimento","tag-sac","tag-vendas"],"acf":[],"yoast_head":"\nAs 10 Li\u00e7\u00f5es de Harvard sobre Atendimento ao Cliente - Matrix Go<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/matrixgo.ai\/en\/10-licoes-harvard-atendimento\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"As 10 Li\u00e7\u00f5es de Harvard sobre Atendimento ao Cliente - Matrix Go\" \/>\n<meta property=\"og:description\" content=\"\u00c9 consenso geral a import\u00e2ncia do atendimento ao cliente na constru\u00e7\u00e3o, manuten\u00e7\u00e3o e desenvolvimento dos neg\u00f3cios. 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