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Customer service in Brazil: what's missing?

Rafael Herzberg's picture
Consultant energy affairs Self employed

Rafael Herzberg- is an independent energy consultant, self-employed (since 2018) based in São Paulo, Brazil* Focus on C level, VPs and upper managers associated to energy related info, analysis...

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Customer service in Brazil: what's missing?

On corporate  websites  the impression is: focus on the customer. Wonderful.

But... the reality is quite different. I mention three cases in which I was directly involved.

High voltage case

The customer needs to migrate to high voltage connection in order to enable an important load increase (contracted demand) that cannot be met in medium voltage.

More than half a year has passed. The local utility's internal bureaucracies and forms that the customer has to fill out take about a year (you read that correctly) until a high-voltage connection in a firm offer is presented.

Car rental case

A large car "subscription" company is very well organized when everything is working... But when there is any problem (such as instability on its website) then it is a nightmare,

There is no plan B and the customer is actually left holding the bag

Case: Bank

One of the largest banks in the country has, like all competitors, a "special service sector". Generates a positive expectation! But when a problem arises there is no one to solve it!

It is the "system that is overloaded", or "we are starting to provide this type of service and we are still implementing it".  It's weeks and in some cases many months before a solution is there!

We still have a long way to go to reach a level of assistance on par with that of other "emerging countries".

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