It was held on the 5th, 6th and 7th of February 2017, at Hotel Sana in Sesimbra, a workshop with the theme "Marketing & Communication Team Building", organized with the aim to reflect on the implementation of the strategic guidelines for the Company in 2017 - the Year of the Customer. About 60 participants - dressed in the sweater TAP - thought and worked together, with the same objective: achieving excellence in the way everyone, as a company, interact with the customer.
"It is important to understand, as a company, that the customer does not evaluate TAP only by the flights. Your journey starts before, when he/she begins to consider traveling - and can put the hypothesis to do it with TAP - and ends after arrival at your destination. 2017 is the year in which we will consolidate this vision and for this we need everyone. We need to find the best way to go, to generate ideas and implement them, together and across, with growth in mind. We will work for the client and deepen our inter-relationship, ensuring that the Customer is always respected", says Abílio Martins, Vice President of Marketing & Communication.
The members of the Treaty of Sesimbra
Following the work done by the groups in this workshop, were identified the ten principles which should govern the relationship with the Customer, which guarantee the quality of the service TAP and seek to achieve the excellence of services and maximum customer satisfaction.
1. Serving the customer is our priority
Our service culture is the determining factor in the decision to choose us, today and always. The quality of our service is what sets us apart. Therefore, and because the standard of quality of our service is determined by the customer, we will surprise them by responding promptly to their requests.
2. Deliver always the promised
In the "social era", an unhappy customer can have a huge impact on the reputation of the Company. It is therefore important to manage expectations and be consistent and professional in service delivery.
3. Listen to the customer
To understand what the customer wants, it is necessary to be available to listening carefully. Listening means listening and interpret, without interruptions or judgments of value, always with the focus on the solution and not the problem.
4. Be proactive in finding a solution
It is important to anticipate, proactively, the resolution of problems. Facing a problem or request, we must not run away from it, but rather face the situation and give a response to our customer.
5. Inform clearly and transparently
Transmit information in a clear and transparent is a very important step to create a relationship of trust with our customers. To do this, you need to know in detail all our products and services, to be able to offer, at the right time, the service most suited to what our client is looking for.
6. Always have a positive attitude
The problems of our customers are our problems, so that we will always do our best to help them deal with any difficulty. Swap a possible negative response for a positive attitude.
7. Be available and alert
We need to show our customers that we are available and that we care. We will dedicate time to understand them.
8. Smile and be empathetic
Smile is contagious. Our smile can make an unhappy customer more willing to cooperate with us. Likewise, being empathetic is vital: we have to make a genuine effort to put ourselves in the position of the client.
9. Be effective
Requests of our customers never remain unanswered. We will always deliver our best quickly and efficiently and, when possible, exceed expectations.
10. Make the customer feel unique
Each client is unique to our Company and should be treated as such. The customer must consider each product or service as if it had been created on purpose for you.
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