Good service needs to take into account some basic premises and, to list them, we consulted the most specialized team on the market: our Scooterists.

1- Treat the customer as yourself

A basic rule that tends to be forgotten in the customer service routine. Putting yourself in the other person’s shoes is the rule of customer service and of life.

2- You will listen before you speak

This is where active listening comes in – have you ever heard of it? Active listening is more than listening, it’s listening with the intention of understanding.

3- Where you can solve it, don’t delay

When you can solve the problem, solve it. And, of course, if the customer wants to cancel, do so.

4- You will convey confidence

Talking to people who don’t know what they’re doing is unnerving, to say the least. Make sure you’re prepared to solve the customer’s main problems independently.

5 – Adapt your language to the customer

Once you know and understand your audience, it’s time to communicate horizontally with them. Avoid automatic and standard responses, adopt a more sober and natural tone.

6- You will have good will

Those responsible for customer service need to be willing to understand and solve the consumer’s problem. That’s why it’s essential that they are well trained and qualified to turn problems and doubts into satisfaction and loyalty.

7- If you promise to return, return

Not all issues are resolved in the time it takes to deal with them, in which case it’s common for a follow-up to be necessary. Therefore, commit to what was promised and give the customer a way to follow the progress of the resolution.

8- You will be humble above all things

No question is obvious just because you know how to answer it. Always consider the other person’s difficulty as valid.

9 – You’ll be concerned with the proper use of Portuguese

It’s basic, but it’s important to remember that speaking and writing correctly is essential. And this doesn’t have to do with speaking or writing in a “difficult” way.

10- You will strive for an objective service, not a rushed one.

Providing objective service is not the same as rushing. Try to solve the problem by practical means without sacrificing attentive and helpful service.