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Módulo VIII 2 Tipología de Servicio al Cliente 1 — Transcript · YTtoTranscript

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Módulo VIII 2 Tipología de Servicio al Cliente 1

EventuApp - Opinalia · 2,736 words · 14 min read · EN

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Below is the complete, readable transcript of Módulo VIII 2 Tipología de Servicio al Cliente 1 by EventuApp - Opinalia on YouTube. Read the full text, copy any part you need, or generate a transcript for any video with our free tool.

Hi guys. It is a pleasure to greet you today to share with you a very important topic that is part of the diploma program in skills and abilities for social and professional development. The fact that you are here listening and learning about these important topics, believe me, is already a competitive advantage in

the working world. So welcome, I hope you are all doing well right now and let's get started. This module talks about what customer service is , what the topic is that we are going to be dealing with or that we are going to develop in a detailed way, we could say. Okay, let's talk about

the typology of customer service. My name is Rixi Michel Estrada Artiaga, I am currently the academic coordinator of the gastronomy area at the UNIEP campus and it is a privilege for me to be here sharing this important topic with you. So, we're ready and we're going to begin what would be our small agenda on this theoretical topic that

we're going to develop. And we have two key points, and that is precisely that in order to know what a type of service is, we have to know the consumer profile, right? And then you might say , when we think about consumer profiles, we automatically think of the cheerful one, the annoying one, the one who is never

satisfied with the product they have at the moment, the grumpy one, uh, the toxic one we could say, why not? That customer who keeps insisting on a quote and at the end of the day doesn't buy anything from us, right? And we were like, well, okay, we're going to learn from him today too.

So it's important when we talk about service or service type, sorry, we're talking about needing to know a consumer profile. So, what is the customer like? We'll talk about that here today. And then also how we should act. What's really important is that they teach us the theory, right?, about what the characteristics,

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elements, and definition of one consumer are compared to another, but how we should treat them or how we should persuade them, which is very important for the moment of purchase or the link to the purchase of product X at this moment. So, welcome back to today's teaching. And now that we have our

agenda set, let's talk about the objective I want to discuss with you, shall we? And at the end of the presentation, we will return to this objective to see if we have all managed to achieve it at this moment. And we're going to see that our objective is based on their character and

their behavior in the environment. We are going to do the analysis of the design of a consumer profile. And by saying design analysis, we are talking about composure, because we as consumers do not behave in the same way towards certain types of products and certain types of environments. While it is true, we can only

think for a moment about how we behave when we go to eat with our family. Think for a second. Now, how do we compare? Now, how do we buy classmates? Now, how do we compete with strangers or a place we've never visited before? I know that at that moment you may have thought of

one or two of the questions I asked you and the answers that you have in your mind right now or that you are saying, or perhaps a little bit of humor, because it is true, we do not behave with our friends as we behave with our family when we go to certain types of places. That's

consumer design. So, through that consumer design, we are going to do a small analysis, a tour. Here we are together. And they're not going to leave me alone in this lesson of today. So if you have a pencil, if you have a planner, I would really appreciate it because we are going to get the most out of

this lesson. So get ready, and if you don't have a planner or pen, you can write down the most important notes on your phone regarding what we're going to talk about right now. Yes, perfect. Let's go then. And in every topic we have to talk about what the definitions are. And the basic question

I could ask you at this moment is, what is the typology of customer service? Hm. Well, we have a fairly broad concept here. It says that customer service is attention, support, guidance, and accompaniment. And of all these, the word I like is accompaniment. And when we talk about customer service, it doesn't just mean an

exchange, which we used to call bartering, right? For a long time I gave you beans, you gave me potatoes, which is what many communities did, right? Now I'll give you potatoes, you give me money. In exchange for that, a product profitability. So that exchange between currency, product, consumer, right? When we talk about that, it's not just about

selling. While it is true that one of the objectives of marketing is to sell, we must also accompany our customer. How many of us have bought a product and felt that, uh, sorry, uh, that agent was super attentive to what we were doing? Since it already arrived, everything is fine with the package, you liked it, it

was the size you requested, and they start with this feedback, right?, which makes one feel comforted. And what happens when we feel that way? Obviously we will continue to consume from that store, from that institution, from that company, because that support automatically linked our heart to an excellent service, added value to the product.

So, look how nice this is. Service, attention, support and accompaniment. Note that a company or business provides its prospects from the moment it offers a product or service. Remember that this can be intangible or tangible, that is, a product that I can touch, like this cell phone I have in my hand, this

stapler, right? Hey, I can touch it, and that which I cannot touch, like I cannot touch, thank you for your visit. We hope you will join us next week. It's a pleasure to assist you. That personalized attention to the product, right? For trade professionals, service doesn't end in the maintenance department or with solving a

problem. It is a continuous monitoring process to meet customer needs, and there are different types of customer service to achieve the results we are looking for. We will learn more about these types later. What are they? We're going to study them, right? So, in summary, what we just talked about is precisely that customer service

is a guide, a process, a support that we give for a product or service, so you have 10 with that definition, right? Now let's study a little about what it would be like to buy in this case. So, did you know that a customer is four times more likely to buy than a competitor

because of a service issue that is convenient, a price, or a product? What does this mean? The type of customer service you provide is therefore fundamental in determining customer loyalty. Let's think about this moment, and I hope we're all very hungry right now when I ask you this question: let's think , we're hungry, perfect, a

basic need to feed ourselves. Now let's think about something we would like to eat. Burgers, tacos, pizza, pasta, cake, I don't know, baleadas, chuco delicious. Let's think, let's think of a gastronomic product in our minds. We have it in mind, right? Well, I confess, I'd like to eat fried chicken with potatoes right now, why not

Kentucky Fried Chicken? Oh. So how do we determine that need for the product? It says that the type of service you provide is therefore fundamental in determining loyalty. Why did I automatically think of this company I just mentioned? Because every time I go to this company, they treat me well, the product is hot, I feel

that the chicken is fresh and crispy, and then what happens? This adds value to my ability to continue shopping at the place. In some establishment that you thought of, you also thought of that establishment because you had a positive experience of the place, right? Retrospective. If we have a negative experience, then we would be

suggesting that it is not a pleasant place to make a repeat purchase. If you're wondering how to provide an excellent experience and offer efficient customer service, listen carefully and stay here. In this post we tell you all about the types of customer service and how to generate satisfaction, sales and opportunities. And so, let's talk about that; it concerns

the client, right? Well, it says that it refers to all the instances and consumer attention that a company implements before, during and after. I always like to do this exercise, and it's that when we decide we're hungry, and I just confessed that I want to eat fried chicken, or chicken chuco, sorry, and you're

automatically thinking about a product, we think about a brand, right? What if I say to you right now, "Guys, let's go buy that dish we have in mind?" and everyone was super happy. We're going to do the shopping right now, or we'll text Easy Juice or any other delivery platform. Delivery we are buying,

right? We're eating the chicken right now . After we eat the chicken, let's think about something else. What are we going to think about? In our experience with the product. That's what it means, that the customer service instance is before, during and after the purchase of what we do. Therefore, one of our main

objectives is customer satisfaction. Among the main functions of a customer service department are , listen carefully, answering customer questions and inquiries. Extremely important. Notice this when you go to buy a product from a company: if someone wrote a comment on social media, whether positive or negative, and nobody liked it or responded to it. For example, the typical

question we ask, what does it cost? What sizes do you have? What colors are available? How long does shipping take? Uh, do they accept card payments? Etc, etc. What questions do we ask when we want to buy a product? We looked at the promotion and advertising of this product. What happens when nobody responds to those

comments, or when some do reply to the chat or the private link? That's fine, because all of us who are watching are sent via the link. But now, when nobody writes anything at all in the comment, what do we think? This website doesn't have great service because they don't answer questions. We're all in the same boat. Oh

well, thanks, I'll buy somewhere else, right? Therefore, it is important that we clear up the doubts and questions that our clients have. This maximizes the purchase we are going to make. You're probably going to tell me I'm tired of writing the same thing because everyone is asking the same question. Well, that's what strategies

for sharing direct communication with our consumer are for. I write short texts that I copy and because they are recurring questions, I automatically answer them. And if there's a specific question, I personalize it, and that's even more enjoyable. It's like when they respond, "Hi, Jairo. Uh, thanks for sharing with us. It's really important

what you're asking us, see, the product has these features. How does it feel, Jo? Doesn't it feel great, like, ' Oh, you're finally paying attention to what I'm asking?'" And that is very important to us. Then we have to resolve customer complaints, technical programs, right? Imagine this, or the use of a product.

The third is to provide assistance regarding possible problems with the use of a service. And the fourth one is to finalize the sale of a product or service. And finally, offer a service for each sale. In other words, when I ask, Jairo, did you like the breakfast you bought us? Yes, yes, I liked it. Thanks a lot

. Okay. I wanted to let you know that next week we'll have some other promotions, a new breakfast item added to the menu, etc., etc. What does this entail? Strengthening our relationship with our customers and our products, right? That's super important. So how can we ensure that customer service achieves its goal through consumer support

? Many companies have a dedicated department to provide customer service. Each member of the team is therefore called upon to be involved in the sales process in some way , and is therefore also responsible for the customer experience. This is not about the idea that selling to the customer in the company is solely the

responsibility of the sales department, the sales agent, or the salesperson. It's a team effort because all of us, as part of the institution and the positive promotion, are going to provide a product. So you have to learn how to answer basic questions that will always be perhaps a product that we have. That's

super important, right? Then we have benefits that we have to provide in customer service. Well, it says that a study conducted in 2022, in the third quarter of 2022, found that 70% of consumers said they have spent more money with a company that provides them with good service. So we can say that good

customer service guarantees more sales, right? It puts you in a prominent position compared to your competitors. In other words, this percentage angle gives you that reference. In fact, a FOR survey showed that 86% of customers are willing to pay more for good service and to feel valued. Absolutely true. We're back to square one.

Personalizing our service, our product, makes it even more important for consumers, that is, for us as recipients of the consumer's consumption of the product. That's what you, for example, when you travel or when you're going to do something outside your usual place of residence, and a keychain comes and says "place where you

were" and they tell you, "For Mom, a special gift for you," a little bracelet that you give yourselves. Anything personalized is usually prettier, isn't it? Anything personalized is usually like something made with love, thought with care, and given personality. We think they know us. Whoever gives us that is like, "Oh, they know I

like the color yellow and that's why they gave it to me in yellow, and it feels so nice." Well, that feeling I 'm describing right now is what we should all feel when buying a product, and more and more companies are focusing precisely on this type of service. How important is that, right?

So let's talk about some important things we need to highlight within this topic, shall we? I hope we continue taking notes because it's super important to be able to achieve our goal, which you remember was to analyze a consumer design, right? Let's basically talk about how to increase customer loyalty. Because of what we experienced, what

we saw, a satisfied customer is sure to return, right? do business with you. This is an opportunity that you can't afford to miss; it not only gives you stability, but also saves you the expense of acquiring new customers. Keep in mind that acquiring a new customer is more expensive than retaining a current one. What do you think

this refers to? Well, precisely because we cannot assume that we will always gain new customers. We will always gain new customers. No, we have to keep in mind that retaining the customer is even more difficult. So, imagine what we might be stirring up. In other words, how do we retain the customer by offering them

the "what"? How do we have to take into account that we need to have particularities of the service, right? How can we improve your reputation? Providing excellent service is reflected in your reputation; in fact, 72% of consumers agree. So, you see how important this is, right?

We can pause.