{"id":4079,"date":"2013-04-08T18:42:00","date_gmt":"2013-04-08T21:42:00","guid":{"rendered":"http:\/\/www.etice.ce.gov.br\/2013\/04\/08\/teles-assinam-compromisso-publico-para-atendimento-ao-consumidor\/"},"modified":"2013-04-08T18:42:00","modified_gmt":"2013-04-08T21:42:00","slug":"teles-assinam-compromisso-publico-para-atendimento-ao-consumidor","status":"publish","type":"post","link":"https:\/\/www.ce.gov.br\/etice\/2013\/04\/08\/teles-assinam-compromisso-publico-para-atendimento-ao-consumidor\/","title":{"rendered":"Teles assinam compromisso p\u00fablico para atendimento ao consumidor"},"content":{"rendered":"<p>As maiores empresas de telecomunica\u00e7\u00f5es do Pa\u00eds assinaram na noite da quinta-feira, 4, em S\u00e3o Paulo, um compromisso p\u00fablico com a Secretaria Nacional do Consumidor (Senacon) para garantir a qualidade do atendimento ao consumidor e reduzir as reclama\u00e7\u00f5es nos Procons. A a\u00e7\u00e3o, capitaneada pela Associa\u00e7\u00e3o Brasileira das Rela\u00e7\u00f5es Empresa Cliente (Abrarec), reuniu a assinatura da Telef\u00f4nica\/Vivo, TIM, Oi, Claro, Sky e Net, al\u00e9m de empresas do mercado financeiro, varejo e de servi\u00e7os, totalizando 19 grandes companhias.<\/p>\n<p>O documento conta com cinco compromissos:<\/p>\n<p>&#8211; Criar e implementar a\u00e7\u00f5es destinadas a atender os princ\u00edpios da legisla\u00e7\u00e3o consumerista, em todos os canais de relacionamento com colaboradores e consumidores;<br \/>\u2013 Estabelecer mecanismos e instrumentos para garantir o atendimento adequado e eficaz;<br \/>&#8211; Assegurar solu\u00e7\u00e3o imediata e efetiva para eventuais conflitos de consumo em todos os seus canais de atendimento;<br \/>\u2013 Realizar estudos e implementar a\u00e7\u00f5es para a redu\u00e7\u00e3o de passivos judiciais e administrativos perante os Procons;<br \/>\u2013 Propor medidas alternativas \u00e0 solu\u00e7\u00e3o judicial ou administrativa dos conflitos.<\/p>\n<p>Em nota, o presidente da Abrarec, Vitor Morais, afirmou que as empresas que assinaram o ato &#8220;deixam claro ao governo federal e \u00e0 sociedade que respeitam as normas vigentes no Brasil de prote\u00e7\u00e3o e defesa do consumidor e que ir\u00e3o se empenhar para cumprir os itens do pacto&#8221;.<\/p>\n<p><strong>Posicionamento das operadoras<\/strong><\/p>\n<p>Em nota, a Claro afirmou que concorda com os termos contidos no compromisso p\u00fablico, j\u00e1 que os t\u00f3picos abordados &#8220;coincidem com o objetivo primordial da operadora&#8221;. A empresa diz ainda que &#8220;tem trabalhado para a melhoria cont\u00ednua da qualidade dos servi\u00e7os prestados aos consumidores e continua realizando fortes investimentos em tecnologias e em novas plataformas para proporcionar um melhor atendimento ao cliente&#8221;. A Claro destaca ainda novas funcionalidades implementadas para o atendimento e autosservi\u00e7o dos usu\u00e1rios, como canais interativos de consultas (USSD) e de atendimento eletr\u00f4nico (URAS).<\/p>\n<p>J\u00e1 a TIM afirmou em comunicado que o documento firmado &#8220;ratificou a miss\u00e3o da companhia em respeito \u00e0s normas de prote\u00e7\u00e3o e defesa dos consumidores vigentes no Brasil&#8221;, reiterando que o compromisso p\u00fablico est\u00e1 alinhado \u00e0 estrat\u00e9gia de &#8220;dedicar esfor\u00e7os para a redu\u00e7\u00e3o das reclama\u00e7\u00f5es &#8211; e consequente aumento da satisfa\u00e7\u00e3o dos usu\u00e1rios &#8211; com um trabalho direcionado e fortes investimentos para a melhoria da qualidade dos servi\u00e7os e do atendimento ao cliente&#8221;. A operadora diz ainda que em 2012 foi a empresa &#8220;menos demandada, tanto nos Procons integrados ao Sindec, quanto no Projeto Indicadores P\u00fablicos da Senacon, sendo a \u00fanica operadora de telefonia m\u00f3vel a reduzir as demandas entrantes no projeto&#8221;.<\/p>\n<p>A GVT tamb\u00e9m concordou e ratificou as iniciativas contidas no compromisso firmado durante o evento em S\u00e3o Paulo. A companhia disse que &#8220;segue os padr\u00f5es e normas determinados pelos \u00f3rg\u00e3os de prote\u00e7\u00e3o e defesa dos consumidores vigentes no Brasil e realiza melhorias cont\u00ednuas para promover a melhor experi\u00eancia a seus clientes&#8221;. A empresa ressaltou ainda um quadro de 4.200 funcion\u00e1rios pr\u00f3prios na equipe de atendimento que s\u00e3o orientados a resolver a situa\u00e7\u00e3o do cliente na primeira chamada.<\/p>\n<p style=\"color: #000000; font-family: Arial; font-size: 11px; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: auto; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; background-color: #ffffff;\">Fonte: (teletime)<\/p>\n<p style=\"color: #000000; font-family: Arial; font-size: 11px; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: auto; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; background-color: #ffffff;\"><span style=\"color: #000000; font-family: Arial; font-size: 11px; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: auto; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; background-color: #ffffff; float: none; display: inline !important;\">Assessoria de Comunica\u00e7\u00e3o da ETICE &#8211; 3101.6607<\/span><br style=\"color: #000000; font-family: Arial; font-size: 11px; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: auto; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; background-color: #ffffff;\" \/><br style=\"color: #000000; font-family: Arial; font-size: 11px; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: auto; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; background-color: #ffffff;\" \/><span style=\"color: #000000; font-family: Arial; font-size: 11px; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: auto; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; background-color: #ffffff; float: none; display: inline !important;\">Empresa de Tecnologia da Informa\u00e7\u00e3o do Cear\u00e1<\/span><br style=\"color: #000000; font-family: Arial; font-size: 11px; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: auto; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; background-color: #ffffff;\" \/><br style=\"color: #000000; font-family: Arial; font-size: 11px; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: auto; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; background-color: #ffffff;\" \/><span style=\"color: #000000; font-family: Arial; font-size: 11px; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: auto; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; background-color: #ffffff; float: none; display: inline !important;\">Caio Pinheiro &#8211;<span class=\"Apple-converted-space\"><span class=\"Apple-converted-space\"><span class=\"Apple-converted-space\"><span class=\"Apple-converted-space\"> <\/span><\/span><\/span><\/span><\/span><a href=\"mailto:caio.pinheiro@etice.ce.gov.br\" style=\"cursor: pointer; color: #037e45; font-weight: normal; text-decoration: none;\">caio.pinheiro@etice.ce.gov.br<\/a><\/p>\n<p style=\"color: #000000; font-family: Arial; font-size: 11px; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: auto; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; background-color: #ffffff;\"><span style=\"color: #000000; font-family: Arial; font-size: 11px; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: auto; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; background-color: #ffffff; float: none; display: inline !important;\">Est\u00e1giaria: Thinayna Mendon\u00e7a &#8211;<span class=\"Apple-converted-space\"><span class=\"Apple-converted-space\"><span class=\"Apple-converted-space\"><span class=\"Apple-converted-space\"> <\/span><\/span><\/span><\/span><\/span><a href=\"mailto:thinayna.mendonca@etice.ce.gov.br\" style=\"cursor: pointer; color: #037e45; font-weight: normal; text-decoration: none;\">thinayna.mendonca@etice.ce.gov.br<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>As maiores empresas de telecomunica\u00e7\u00f5es do Pa\u00eds assinaram na noite da quinta-feira, 4, em S\u00e3o Paulo, um compromisso p\u00fablico com a Secretaria Nacional do Consumidor (Senacon) para garantir a qualidade do atendimento ao consumidor e reduzir as reclama\u00e7\u00f5es nos Procons. A a\u00e7\u00e3o, capitaneada pela Associa\u00e7\u00e3o Brasileira das Rela\u00e7\u00f5es Empresa Cliente (Abrarec), reuniu a assinatura da [&hellip;]<\/p>\n","protected":false},"author":12,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[53],"tags":[],"class_list":["post-4079","post","type-post","status-publish","format-standard","hentry","category-lista-de-noticias"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Teles assinam compromisso p\u00fablico para atendimento ao consumidor - ETICE<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/ww16.ce.gov.br\/etice\/2013\/04\/08\/teles-assinam-compromisso-publico-para-atendimento-ao-consumidor\/\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Teles assinam compromisso p\u00fablico para atendimento ao consumidor - ETICE\" \/>\n<meta property=\"og:description\" content=\"As maiores empresas de telecomunica\u00e7\u00f5es do Pa\u00eds assinaram na noite da quinta-feira, 4, em S\u00e3o Paulo, um compromisso p\u00fablico com a Secretaria Nacional do Consumidor (Senacon) para garantir a qualidade do atendimento ao consumidor e reduzir as reclama\u00e7\u00f5es nos Procons. 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