Friends & Customers

Our vision

Friends & Customers is a concept that gives opportunity to any business company, orientations and /or outsourcing toward serving its clients’ needs, regardless of the size or segment of the activity. A service focused on brands that believe in an outstanding service as a form of appreciation and distinction.

We commit to understand very deeply who is the customer and how to connect with him in all the stages, because, that is the only way to align the activities of F&C to the operations and strategies from the business company. Our purpose is provide a closer relationship with the customer, creating ways to improve the quality of each service to be supreme and effective.

To provide an adequate support to the company, we work with a professional and experienced team, committed with the settled goals and targets. Are especially involved professionals of the Business Consulting Areas, Human Resources, coaching, Commercial and Information Technology Solutions.

Consultancy

Customer Relationship steps:

Prospective

Activation

Maintenance

Retention

Review and restructuring of current customer care liabilities

After the complete evaluation and diagnostic of the current processes, becomes the company reorganization to offer and outstanding customer care service.

Restructuration of the service guideline

Diagnostic and elaboration of the customer service guide, aiming and excellent customer management.

Introduction of Customer Call Center

Complete introduction of a Customer Call Center, including the diagnostic and definition of Business, evaluating and deal with suppliers, working with committed IT specialists, hire professionals with the appropriated profiles, develop indicators and follow up the operations.

Introduce a customer service by Email, Live Chat and Social Media platforms

Employ and coach professionals that are able to introduce Digital Platforms successfully.

Implementation of a Social Media customer service

Employ professionals to manage Social Media customer service, enabling new ways to keep in touch with clients.

Introduce Active Telemarketing sales service.

Enable ways and introduce Telemarketing to connect with potential customers managed by qualified professionals (e-commerce).

Implementation of an Approachable Telemarketing sales Channel

Employ capable professionals to set up and manage an Approachable Telemarketing Sales Channel (e-commerce).

Implementation of an active Telemarketing service

Employ professionals to manage an active Telemarketing service by an outgoing call center.

Implementation of a receptive Telemarketing service

Employ professionals to manage a receptive Telemarketing center by an incoming call center.

Introduce an Ombudsman assistance

Establishing an Ombudsman assistance to receive and investigate complains.

Coaching guided to a Customer Care

Subsequently an examination of the ongoing service, we will be able to develop a Workshop aiming an outstanding Customer care.

Sales Coaching

Subsequently an examination of the ongoing sales service, we will develop a custom workshop with an interactive process, to help individuals and companies improve their performance learning about the modern sale skills.

Customer Loyalty program

This service need a pre-evaluation.

Market research through current services

This service need a pre-evaluation.

Customer Relationship Engagement introduction

Employ professionals to manage, engaging an excellent Customer Relationship.

LECTURES

Cínthia Magali Schuh

CEO at Friends&Customer- Customer-Focused Management, with 17 years of experience in deployment and improvement of channels (Customer Care and sales).

Executive at UNIMED, DELL, SOUZA CRUZ e SABEMI.

Graduated in Social Work, at PUC/RS (1997)

MBA in Marketing and Business Management at ESPM/RS (2003 e 2006).

Graduated in Intensive Call Center (PUC/2003), Customer Behavioral Study (ESPN/2009) and Trade Marketing (ESPN/2014).

Master Student in Business Administration- UNISINOS/2015.

Customers

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