Mute
Andréia Ferrer
Um dos maiores riscos para a gestão: tomar decisões com base no que a empresa acha que está acontecendo, e não no que o cliente realmente está vivendo. Às vezes, a liderança acredita que perdeu o cliente por preço, concorrência ou produto. A equipe apresenta outra justificativa. Mas a verdadeira causa pode estar na experiência do cliente, no atendimento, nos processos internos ou em pequenos atritos ao longo da jornada. Por isso, não basta aplicar um treinamento de atendimento e considerar o ...
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