Feel Free Read Customer Service Code (CSC 2020) / Código de Atendimento ao Consumidor (CAC 2020): A new global standard of service delivery and customer experience / Um novo padrão global de atendimento e exp... PDF
This is the world’s first “Customer Service Code (CSC 2020)”, a multidisciplinary, systematized, and ethically-based work that sets out a new global standard of service delivery and customer experience. That is to say that this bilingual Code is a quality service directive that presents foundations, concepts, explanations, axioms and rules to bring suppliers and consumers together, to reconcile their interests, and to avoid disputes, with the overriding objective of making people’s lives easier and happier. We live in a socioeconomic system governed by professional specialization, the interdependence of people and the consequent exchange relations. In this system, each member of our society is sometimes a consumer, sometimes a supplier of products or services. The implicit mission of any supplier is to give consumers, through quality products and services, the possibility to employ their time and competencies (productive resources) in the existential activities of their choice and preference – such as in studying, in working, in resting, in social interaction, in leisure, in personal care and in essential consumption. Such a supplier’s basic, underlying mission is accomplished by serving the consumer with quality. However, it is well recognized that many individual service providers, companies and even the State, instead of freeing up the consumer’s productive resources by serving them with quality, often end up providing defective products and delivering poor services – mainly due to unpreparedness, carelessness or disregard –, thus giving rise to consumer dissatisfaction, complaints, and personal losses – especially the diversion of the consumer’s productive resources from their existential activities. By serving the consumer poorly, suppliers negatively affect not only the consumer’s property and quality of life, but also their own image and business. To offer a solution to those daily problems, Marcos Dessaune has developed this worldwide pioneering “Customer Service Code (CSC 2020)”, which is now being published in its bilingual digital edition (English-Portuguese) translated by the author himself. According to the Austrian management thinker and writer Arnaldo Romanos Hofer, who wrote the book’s Foreword, “The ‘Customer Service Code (CSC 2020)’ is what the business world needs now, and what society will be demanding from industries. [...] The CSC creates social and financial value, fosters sustainable business relations, generates win-win benefits, and makes the dream of competitive advantage come true.”CONTENTS / SUMÁRIOForeword / Prefácio - Arnaldo Romanos HoferPreface / Apresentação - Marcos DessauneCUSTOMER SERVICE CODE (CSC 2020)I - The Code’s foundationII - The company and other suppliersIII - The consumer and other customersIV - Exchange relationsV - Serving the consumer with qualityVI - Company-consumer communicationVII - The company’s personnelVIII - Consumer treatmentIX - Preventing faults and identifying improvementsX - Harm to the consumerXI - Problem-solving proceduresXII - Consumer complaintsXIII - The consequences of serving the consumerXIV - Consumer protection lawXV - ConclusionXVI - Final provisionCÓDIGO DE ATENDIMENTO AO CONSUMIDOR (CAC 2020)I - O fundamento do CódigoII - A empresa e os demais fornecedoresIII - O consumidor e demais clientesIV - As relações de trocaV - O atendimento de qualidade ao consumidorVI - A comunicação empresa-consumidorVII - Os colaboradores da empresaVIII - O tratamento ao consumidorIX - A prevenção de falhas e a identificação de melhoriasX - Os danos ao consumidorXI - Os procedimentos para solução de problemasXII - A reclamação do consumidorXIII - As consequências do atendimentoXIV - O direito do consumidorXV - ConclusãoXVI - Disposição finalBIBLIOGRAPHY / BIBLIOGRAFIA
