PORTUGUESE EBOOK · EDITION 1.0
7 practical routines to organize customer service
From the first contact to the next action: a practical guide for customer service leaders who need to turn evidence into accountable work.
R$ 9,99 BRL · one-time payment
Payment and access through Hotmart. A 7-day refund period applies under the offer's terms. The eBook is in Portuguese.
CX NA PRÁTICA
Explore service measurement and team development in the other two volumes.
Portuguese-language content · PDF · edition 1.0
Volume 02
Define measurement baselines, check the data and interpret service metrics before deciding what to change.
25 pages · 3 worksheets
Volume 03
Evaluate service interactions using observable criteria and turn findings into feedback and team development.
25 pages · 4 worksheets
Each eBook is sold separately. Payment and access through Hotmart. A 7-day refund period applies under the offer terms. All three books are in Portuguese.
FOR CUSTOMER SERVICE OPERATIONS
For Contact Center and BPO supervisors and coordinators handling case handoffs, repeat contacts, voice incidents and customer commitments. The guide helps organize information and conversations across service teams, technology and partners.
No specific platform required. No promise of automatic results.
INSIDE THE EBOOK
Separate the channel from the customer need that must be completed.
Structure case handoffs around useful history, the next action and an owner.
Distinguish a new need from a return about the same unresolved problem.
Record impact and useful evidence for the responsible technical team.
Connect promises to an action, an owner, a deadline and verification.
Make responsibilities and escalation paths explicit.
Use operational reviews to decide what to change and verify the result.
FROM READING TO PRACTICE
The worksheets are included in the PDF. The edition also contains metric definitions, a simulated teaching case and a seven-day plan to start applying the routines.
ABOUT THE AUTHOR
Luiz Terra has more than 28 years of experience in Telecom, CX, Contact Centers and BPO, connecting commercial strategy, technology and operations across international markets.
Explore Luiz Terra's backgroundA Portuguese PDF eBook, edition 1.0, with 27 pages, seven operating routines and four worksheets included in the material.
No. This is a reading and application guide. It does not include live classes, individual consulting or systems implementation.
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No. The routines organize evidence, owners, deadlines and next actions. The guide does not replace contracts, SLAs, internal policies or authorized decisions.
CX NA OPERAÇÃO
Choose one routine, record the evidence and start the follow-up cycle.
R$ 9,99 BRL · one-time payment
Buy the eBook on HotmartPayment and access through Hotmart. A 7-day refund period applies under the offer's terms. The eBook is in Portuguese.