Ouvidoria: entenda o papel deste setor em uma empresa

A ouvidoria tem papel essencial dentro de uma empresa. É a partir dela que a organização recebe um feedback sobre o seu atendimento/serviços e descobre se as pessoas estão satisfeitas (ou não) com eles.

Quer saber como funciona a ouvidoria dentro de uma empresa? Então leia este post e saiba todos os detalhes!

 

O que é uma ouvidoria?

A ouvidoria é uma mediadora entre a empresa e o cliente. Geralmente é contatada quando o consumidor tem algum problema com a empresa, mas não consegue resolvê-lo pelos canais de atendimento comuns.

Por meio dela, o cidadão pode fazer as suas reclamações, sugestões e até mesmo elogios, embora esse canal seja mais utilizado para comunicar as reivindicações e insatisfações por parte dos clientes a uma empresa que não cumpriu o seu papel como deveria.

Qual é o papel da ouvidoria dentro de uma empresa?

O acesso à ouvidoria de uma empresa geralmente ocorre por telefone ou e-mail, embora, em alguns casos, a pessoa possa comparecer pessoalmente e expor os seus problemas de forma a resolver a sua insatisfação com a empresa. O setor de ouvidoria atua encaminhando diretamente o problema ao setor correspondente.

Depois disso, a ouvidoria acompanha o passo a passo do andamento da solicitação feita pelo cliente e entra em contato com ele para dar um retorno sobre a resolução, atuando de forma proativa. Essa é a grande diferença entre o setor de ouvidoria de uma empresa e o call center, que apenas faz o registro das reclamações, sem acompanhar de perto a resolução do problema.

Quais são os benefícios de ter uma ouvidoria?

Muitas pessoas pensam que a ouvidoria, na prática, não resolve nada. Mas esse é um conceito errado, já que, atualmente, as empresas que não prestam um bom serviço ou que não resolvem os problemas dos seus clientes tendem a perder espaço para a concorrência. Conheça alguns benefícios de ter uma ouvidoria na empresa:

  • maior aproximação da empresa com seus clientes, por meio de um canal de comunicação acessível a todos os seus consumidores, de forma aberta, clara e direta;
  • por meio da ouvidoria, a empresa consegue identificar quais são os setores que apresentam mais problemas e que, portanto, merecem mais atenção por parte de seus gestores;
  • a ouvidoria permite que os clientes possam expor o seu problema e conseguir uma resolução, sem a necessidade de acionar a justiça;
  • identificação, por parte da empresa, das reais necessidades de seus clientes, o que permite trabalhar para atender a essa demanda de forma mais satisfatória;
  • a ouvidoria promove um relacionamento mais democrático e com menor burocracia entre a organização e seus consumidores;
  • melhora na qualidade dos serviços prestados e nos atendimentos, a partir da atuação do ouvidor em todo o processo de mediação entre a empresa e o cliente, de forma interventiva e eficaz;
  • o setor de ouvidoria confere maior credibilidade à empresa e fortalece a sua marca junto aos consumidores.

A ouvidoria simplifica o dia a dia da empresa e acelera a tomada de decisões, seja organizando novos métodos de atendimento, desenvolvendo melhores práticas, otimizando processos, cumprindo com as normas de leis de SAC ou aproximando o relacionamento entre a empresa e seus clientes.

E você, ainda tem alguma dúvida sobre ouvidoria? Já pensou em criar esse setor dentro da sua empresa? Deixe a sua opinião nos comentários!

414 comentários

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