Siga o exemplo

National Customer Service Ranking

The IBRC (Instituto Ibero-Brasileiro de Relacionamento com o Cliente) annually ranks the best and worst teams in customer service - Revista Exame.

They evaluate the level of relationship between companies and customers.
Identify what companies are doing
They identify consumer trends and company posture.

NATURA

• Five service centers (companies, end customer, consultants, chat and whatsapp).
• Attends to the demand of consumers and consultants.
• Invest in training.
• Behavioral values based on a psychological approach.
• Focus on training and incentivizing its employees (motivated with rewarding plans).
• Promising career plan.
• Proposal to emphasize and maintain excellence.
• Behavioral training.

NUBANK

• 24-hour service in all channels.
• "We want our customers to love us easily" (one of the values of the company).
• Solve your problems without having to contact them.
• The service team represents 65% of the company's employees.
• Maintain the same level of conversation on all channels.

In 2019, the company conducted a survey with customers and potential customers and discovered what they were looking for from a fintech:

• Zero bureaucracy
• Humanized service
• Focus on problem solving
• Practicality, modernity and innovation

These examples of companies do not mean that they are always at the top of the list, but they are examples of companies that stay at the top and are always looking for innovation.

You can find the IBRC link and the rankings of the last years in the extra resources.