Você está na página 1de 2

ESTUDO DE CASO ATENDIMENTO AO CLIENTE

Nome: _______________________________________________________________________

Data: ______________________________ Vaga: _____________________________________

O que faria nas seguintes situaes...

1 Voc no sabe a resposta para a pergunta do cliente.

_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_______________________________________________________________________

2 Voc tem que negar o pedido do cliente.

_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_________________________________________________________________________

3 O seu computador est muito lento e o cliente est ficando impaciente.

_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_______________________________________________________________________

4 O cliente tem expectativas exageradas.

_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
5 O cliente no acredita no que voc est dizendo.

_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________

6 O cliente est zangado sem nenhuma razo aparente.

_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________

7 O cliente se recusa a dar todas as informaes de que voc precisa.

_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________

Interesses relacionados