{"id":41733,"date":"2022-08-27T21:30:58","date_gmt":"2022-08-28T00:30:58","guid":{"rendered":"https:\/\/ask.siteup.dev\/5-erros-de-atendimento-na-central-telefonica-do-hotel\/"},"modified":"2023-06-16T17:34:43","modified_gmt":"2023-06-16T20:34:43","slug":"5-erros-de-atendimento-na-central-telefonica-do-hotel","status":"publish","type":"post","link":"https:\/\/ask.siteup.dev\/pt-br\/5-erros-de-atendimento-na-central-telefonica-do-hotel\/","title":{"rendered":"5 erros de atendimento na central telef\u00f4nica do hotel"},"content":{"rendered":"<p>O atendimento pela central telef\u00f4nica \u00e9 comum em qualquer hotel e <strong>o volume de liga\u00e7\u00f5es por dia \u00e9 grande,<\/strong> seja na central de reservas ou na recep\u00e7\u00e3o. Por isso, \u00e9 preciso ficar atento. Neste artigo, falamos de 5 erros que podem prejudicar muito seu atendimento por telefone, resultando em perda significativa de receita:<\/p>\n<ol>\n<li><strong>1. N\u00e3o identificar o viajante<\/strong><\/li>\n<li><strong>2. Deixar de acompanhar m\u00e9tricas<\/strong><\/li>\n<li><strong>3. N\u00e3o atender em hor\u00e1rio de maior demanda<\/strong><\/li>\n<li><strong>4. N\u00e3o ter autonomia para resolver o problema do viajante na hora<\/strong><\/li>\n<li><strong>5. N\u00e3o seguir um roteiro<\/strong><\/li>\n<\/ol>\n<p>Continue lendo para descobrir como estes erros acontecem e como podem afetar seu neg\u00f3cio.<\/p>\n<ol>\n<li>\n<h2>1. N\u00e3o identificar o viajante<\/h2>\n<\/li>\n<\/ol>\n<p><a href=\"https:\/\/ask.siteup.dev\/br\/blog\/central-de-reservas\/\" target=\"_blank\" rel=\"noopener\">O agente de uma central de reservas<\/a> tem dois grandes objetivos:<a href=\"https:\/\/ask.siteup.dev\/br\/blog\/7-dicas-de-como-transformar-o-atendimento-em-canal-de-vendas-na-hotelaria\/\" target=\"_blank\" rel=\"noopener\"> solucionar problemas e vender reservas<\/a>.\u00a0 Para alcan\u00e7ar tais objetivos, ele precisa<a href=\"https:\/\/ask.siteup.dev\/br\/blog\/satisfacao-do-hospede\/\" target=\"_blank\" rel=\"noopener\"> lidar com as perguntas mais comuns<\/a> de todo call center e que qualquer agente j\u00e1 est\u00e1 cansado de responder:<\/p>\n<ul>\n<li><em>&#8220;O hotel aceita pets?<\/em><\/li>\n<li><em>\u201cCrian\u00e7a n\u00e3o paga?\u201d<\/em><\/li>\n<li><em>\u201cQual o hor\u00e1rio de check-in?\u201d<\/em><\/li>\n<\/ul>\n<p>Um erro comum nesse momento \u00e9 o agente<a href=\"https:\/\/ask.siteup.dev\/br\/blog\/lgpd-na-hotelaria\/\" target=\"_blank\" rel=\"noopener\"> esquecer de perguntar informa\u00e7\u00f5es de contato<\/a>, como nome, telefone e e-mail. Ele responde automaticamente \u00e0s perguntas e antes que possa\u00a0 continuar a conversa, <strong>o cliente j\u00e1 desligou o telefone\u2026<\/strong><\/p>\n<hr \/>\n<p>\u260e\ufe0f A Asksuite est\u00e1 lan\u00e7ando mais uma integra\u00e7\u00e3o! Esteja entre os primeiros a implementar a nossa <strong>Telefonia VoIP,<\/strong> clique em qualquer lugar\u00a0 no banner abaixo para saber mais!<\/p>\n<p><a href=\"https:\/\/ask.siteup.dev\/br\/telefonia-voip-para-hotelaria\/\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-28341\" src=\"https:\/\/ask.siteup.dev\/wp-content\/uploads\/bannertelefonia1200x300pc-1.jpg\" alt=\"telefonia voip\" width=\"2480\" height=\"620\" \/><\/a><\/p>\n<hr \/>\n<p>Essa identifica\u00e7\u00e3o \u00e9 vital, pois esse viajante<a href=\"https:\/\/ask.siteup.dev\/br\/blog\/qualidade-atendimento-hotelaria\/\" target=\"_blank\" rel=\"noopener\"> ainda est\u00e1 na jornada inicial de compra<\/a>, procurando por <a href=\"https:\/\/ask.siteup.dev\/br\/blog\/tipos-servicos-hotelaria\/\" target=\"_blank\" rel=\"noopener\">pre\u00e7os acess\u00edveis e servi\u00e7os diferenciados<\/a>. A reserva vai acontecer mais tarde. Por isso,\u00a0 ter o contato para poder ligar, <a href=\"https:\/\/ask.siteup.dev\/br\/blog\/guia-whatsapp-para-negocios-na-hotelaria\/\" target=\"_blank\" rel=\"noopener\">enviar uma mensagem<\/a> ou <a href=\"https:\/\/ask.siteup.dev\/br\/blog\/como-aumentar-taxa-conversao-email-marketing-hotel\/\" target=\"_blank\" rel=\"noopener\">e-mail<\/a> para dar<strong> o \u00faltimo empurr\u00e3o \u00e9 fundamental para completar a reserva.<\/strong><\/p>\n<ol start=\"2\">\n<li>\n<h2>2. Deixar de acompanhar m\u00e9tricas<\/h2>\n<\/li>\n<\/ol>\n<p>Quando foi a \u00faltima vez que voc\u00ea verificou as estat\u00edsticas de atendimento da sua central telef\u00f4nica?<\/p>\n<p>Foi nessa an\u00e1lise que um cliente da Asksuite constatou que <strong>15% das liga\u00e7\u00f5es caiam numa linha ocupada!<\/strong> Imagine a impaci\u00eancia do seu n\u00e3o-mais-prov\u00e1vel h\u00f3spede,<strong> preso na linha<\/strong> com aquela musiquinha gen\u00e9rica dos call centers?<\/p>\n<p>Uma pesquisa realizada pela Asksuite em 2022 revelou que <strong>35.4% dos hoteleiros n\u00e3o sabem qual a taxa de abandono em seus hot\u00e9is<\/strong>, enquanto <strong>30.7% dos hoteleiros afirmam que viajantes desistem do atendimento caso o telefone toque mais de 3 vezes<\/strong>. Veja o gr\u00e1fico:<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-28436\" src=\"https:\/\/ask.siteup.dev\/wp-content\/uploads\/call-abandonment-rates.jpg\" alt=\"erros de atendimento na central telef\u00f4nica do hotel\" width=\"1451\" height=\"823\" \/><\/p>\n<p>Nas \u00e9pocas de <a href=\"https:\/\/ask.siteup.dev\/br\/blog\/marketing-digital-para-hoteis-em-alta-temporada\/\" target=\"_blank\" rel=\"noopener\">alta temporada<\/a>, voc\u00ea vai perceber <strong>esse problema \u00e9 intensificado e reflete nas vendas totais do hotel,<\/strong> pois muitos clientes em potencial s\u00e3o perdidos para as filas de espera.<\/p>\n<p>Ent\u00e3o,<a href=\"https:\/\/ask.siteup.dev\/br\/blog\/como-gerar-leads-com-chatbot\/\" target=\"_blank\" rel=\"noopener\"> tire um tempo para checar os n\u00fameros.<\/a> Veja <strong>com que frequ\u00eancia as linhas telef\u00f4nicas do seu hotel ficam ocupadas<\/strong> e quantos desses clientes <strong>desligam antes de falar com um agente.<\/strong><\/p>\n<p>Um relat\u00f3rio sobre <a href=\"https:\/\/ask.siteup.dev\/br\/blog\/kpis-atendimento-ao-cliente-hotelaria\/\" target=\"_blank\" rel=\"noopener\">KPIs das centrais de atendimento<\/a> publicado no ano passado indicou que <strong>a\u00a0 taxa de abandono nas centrais telef\u00f4nicas chegou a 6.44%<\/strong> (<a href=\"https:\/\/www.talkdesk.com\/blog\/contact-center-kpi-reduce-abandonment-rate\/\" target=\"_blank\" rel=\"noopener\">Talkdesk<\/a>). Por\u00e9m, os especialistas dizem que o ideal seria em torno dos 2% e n\u00e3o mais.<\/p>\n<hr \/>\n<p>  Gosta da ideia de integrar um dos canais favoritos dos viajantes brasileiros? Temos um webinar de lan\u00e7amento exclusivo de<a href=\"https:\/\/ask.siteup.dev\/br\/blog\/campanhas-de-whatsapp-business-disparo-em-massa\/\" target=\"_blank\" rel=\"noopener\"> Campanhas de WhatsApp<\/a> para tirar suas d\u00favidas. Clique no banner para assistir.<\/p>\n<p><a href=\"https:\/\/content.asksuite.com\/pt-webinar-lancamento-campanha-whatsapp\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-28448\" src=\"https:\/\/ask.siteup.dev\/wp-content\/uploads\/WHASTAPP-WEBINAR-banner-blogpost-1200-px-\u00d7-300-px.jpg\" alt=\"telefonia VoIP\" width=\"1200\" height=\"300\" \/><\/a><\/p>\n<p>Se preferir,<a href=\"https:\/\/ask.siteup.dev\/br\/campanhas-de-whatsapp\/\" target=\"_blank\" rel=\"noopener\"> visite a p\u00e1gina oficial da integra\u00e7\u00e3o aqui<\/a> e descubra ainda mais vantagens para seu hotel.<\/p>\n<hr \/>\n<ol start=\"3\">\n<li>\n<h2>3. N\u00e3o atender em hor\u00e1rios de maior demanda<\/h2>\n<\/li>\n<\/ol>\n<p>De uns tempos para c\u00e1, a curva do hor\u00e1rio de atendimento nos hot\u00e9is tem se modificado. O que notamos \u00e9 o <strong>aumento acentuado da demanda por atendimento fora do expediente:<\/strong><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-28424\" src=\"https:\/\/ask.siteup.dev\/wp-content\/uploads\/estatisticas-dashboard-.png\" alt=\"erros de atendimento na central telef\u00f4nica do hotel\" width=\"568\" height=\"252\" \/><\/p>\n<p>Al\u00e9m disso, <strong>a demanda aos domingos \u00e9 quase igual \u00e0s sexta-feiras<\/strong>. Ent\u00e3o, pense no n\u00famero de liga\u00e7\u00f5es que voc\u00ea recebe nas sextas e imagine o tanto de oportunidades que est\u00e1 perdendo aos domingos:<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-28428\" src=\"https:\/\/ask.siteup.dev\/wp-content\/uploads\/estatisticas-dashboard-2-.png\" alt=\"erros de atendimento\" width=\"568\" height=\"280\" \/><\/p>\n<p>Ao contr\u00e1rio da<a href=\"https:\/\/ask.siteup.dev\/br\/blog\/vender-mais-na-central-de-reservas\/\" target=\"_blank\" rel=\"noopener\"> central de reservas<\/a>, a recep\u00e7\u00e3o normalmente trabalha 24h, mas o que voc\u00ea faz quando a recep\u00e7\u00e3o est\u00e1 fechada?<\/p>\n<p>A resposta: <a href=\"https:\/\/ask.siteup.dev\/br\/blog\/equipe-de-vendas-na-hotelaria\/\" target=\"_blank\" rel=\"noopener\">capacite sua equipe no front desk a negociar.<\/a> \u00c9 vital <strong>preparar os atendentes a responderem por cota\u00e7\u00f5es<\/strong> e a sempre terem uma margem de desconto pr\u00e9-aprovado pela ger\u00eancia para negociar com os clientes.<\/p>\n<hr \/>\n<p>  Neste bate-papo entre Claudio Azevedo e nosso Gestor Comercial, falamos sobre tecnologias hoteleiras para melhorar a opera\u00e7\u00e3o de hot\u00e9is e o empres\u00e1rio compartilha 10 dicas valiosas de tecnologias indispens\u00e1veis no operacional hoteleiro.<\/p>\n<p><iframe loading=\"lazy\" style=\"border-radius: 12px;\" src=\"https:\/\/open.spotify.com\/embed\/episode\/0fwrzZWUUIiFTVvhYjQ9eu?utm_source=generator\" width=\"100%\" height=\"352\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<hr \/>\n<ol start=\"4\">\n<li>\n<h2>4. N\u00e3o ter autonomia para resolver o problema do viajante na hora<\/h2>\n<\/li>\n<\/ol>\n<p>Talvez o atendente pense que <a href=\"https:\/\/ask.siteup.dev\/br\/blog\/checklist-do-site-para-hotel-ideal\/\" target=\"_blank\" rel=\"noopener\">mandar um cliente para o site do hotel \u00e9 a solu\u00e7\u00e3o perfeita.<\/a> \u00c9 nele que ficam quase todas as respostas para qualquer obje\u00e7\u00e3o, al\u00e9m de <a href=\"https:\/\/ask.siteup.dev\/br\/blog\/producao-conteudo-relevante-sites-de-hotel\/\" target=\"_blank\" rel=\"noopener\">fotos e v\u00eddeos.<\/a> O site \u00e9 projetado a fim de levar o usu\u00e1rio ao clique final no santo bot\u00e3o \u201cReserve Agora\u201d.<\/p>\n<p>Isso, na verdade, \u00e9\u00a0 um erro. <strong>A \u00faltima coisa que a sua central telef\u00f4nica deve fazer \u00e9 mandar o cliente para qualquer outro canal de informa\u00e7\u00e3o<\/strong> sen\u00e3o o que ele primeiro usou para tirar uma d\u00favida.<\/p>\n<p>Se um viajante ligou para seu hotel ao inv\u00e9s de enviar uma mensagem,<strong> \u00e9 porque ele quer ser atendido por telefone, ponto.<\/strong> Chega de complicar\u00a0 a jornada de reservas do cliente.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-28432\" src=\"https:\/\/ask.siteup.dev\/wp-content\/uploads\/erros-de-atendimento-na-central-telefonica-do-hotel-scaled.jpg\" alt=\"erros de atendimento\" width=\"2880\" height=\"1924\" \/><\/p>\n<p>Ser mandado para l\u00e1 e para c\u00e1 s\u00f3 para ser atendido \u00e9 talvez a <a href=\"https:\/\/ask.siteup.dev\/br\/blog\/estrategia-omnichannel-e-mensagens-na-hotelaria\/\" target=\"_blank\" rel=\"noopener\">pior experi\u00eancia poss\u00edvel<\/a> que um hotel pode fazer um viajante passar. Isso tamb\u00e9m vale ao redirecionar chamadas. <strong>Fa\u00e7a apenas como \u00faltima alternativa.<\/strong> Para isso, \u00e9 de vital import\u00e2ncia<a href=\"https:\/\/ask.siteup.dev\/br\/blog\/atendimento-humano-x-atendimento-automatizado\/\" target=\"_blank\" rel=\"noopener\"> ter um atendente preparado para a maioria das situa\u00e7\u00f5es.<\/a><\/p>\n<ol start=\"5\">\n<li>\n<h2>5. N\u00e3o seguir um roteiro<\/h2>\n<\/li>\n<\/ol>\n<p><strong>O m\u00ednimo que toda central telef\u00f4nica precisa \u00e9 de um roteiro de atendimento.<\/strong> Al\u00e9m de ser uma \u00f3tima ferramenta para <a href=\"https:\/\/ask.siteup.dev\/br\/blog\/treinamento-de-equipe\/\" target=\"_blank\" rel=\"noopener\">treinar novos agentes, <\/a>o roteiro \u00e9 como um manual que <a href=\"https:\/\/ask.siteup.dev\/br\/blog\/padronizacao-para-redes-hoteleiras\/\" target=\"_blank\" rel=\"noopener\">padroniza e orienta o atendente sobre situa\u00e7\u00f5es cotidianas.<\/a><\/p>\n<p>Outra coisa, muitas vezes <a href=\"https:\/\/ask.siteup.dev\/br\/blog\/comunicacao-na-hotelaria\/\" target=\"_blank\" rel=\"noopener\">temos dificuldade de entender o que a pessoa do outro lado do telefone est\u00e1 dizendo.<\/a> Isso acontece porque falamos r\u00e1pido demais, pulamos vogais e cortamos palavras no meio. Essa \u201cgram\u00e1tica popular\u201d n\u00e3o pode transparecer no atendimento. No roteiro, evite palavras muito longas e dif\u00edceis de serem pronunciadas.<\/p>\n<p>Por \u00faltimo, lembre-se que o roteiro n\u00e3o deve ser seguido ao p\u00e9 da letra, ou o atendente perde sua habilidade de improvisar e de ser flex\u00edvel, caso precise negociar pre\u00e7os e afins.<\/p>\n<h2>Melhore a qualidade de atendimento da central telef\u00f4nica do hotel<\/h2>\n<p><strong>N\u00e3o se esque\u00e7a de revisar as principais m\u00e9tricas da sua central telef\u00f4nica<\/strong> para descobrir como est\u00e1 seu n\u00edvel de atendimento, quantas liga\u00e7\u00f5es s\u00e3o convertidas em vendas, etc.<\/p>\n<p>Adote essas boas pr\u00e1ticas de atendimento ao telefone e <strong>acompanhe a diferen\u00e7a nas suas vendas e na satisfa\u00e7\u00e3o do cliente<\/strong> (que est\u00e3o fortemente atreladas uma a outra)!<\/p>\n<hr \/>\n<p>  Quer acessar um panorama completo da performance de atendimento de hot\u00e9is do mundo todo? Fa\u00e7a o download da nossa pesquisa. \u00c9 gr\u00e1tis!<\/p>\n<p><a href=\"https:\/\/content.asksuite.com\/en-ebook-2022-reservation-sales-report\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-28225\" src=\"https:\/\/ask.siteup.dev\/wp-content\/uploads\/Asksuite-2022-Report.jpg\" alt=\"Asksuite 2022 banner Report\" width=\"1200\" height=\"300\" \/><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Erros de atendimento na central telef\u00f4nica do hotel passam despercebidos na correria. Descubra neste artigo se est\u00e1 cometendo algum deles!<\/p>\n","protected":false},"author":25,"featured_media":31645,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[211],"tags":[450,399,451],"class_list":["post-41733","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-atendimento-ao-viajante","tag-call-center","tag-central-de-reservas","tag-central-telefonica"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>5 erros de atendimento na central telef\u00f4nica do hotel | Asksuite<\/title>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"5 erros de atendimento na central telef\u00f4nica do hotel | Asksuite\" \/>\n<meta property=\"og:description\" content=\"Erros de atendimento na central telef\u00f4nica do hotel passam despercebidos na correria. 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