The verb to attend derives from the Latin “attendere”, meaning to follow a certain direction, to be attentive. Here is one of the main pillars of customer service in an advertising agency, attention. Listening and having the technical and emotional capacity to understand the client’s needs and seek an effective solution.
The verb to attend derives from the Latin “attendere”, meaning to follow a certain direction, to be attentive. Here is one of the main pillars of customer service in an advertising agency, attention. Listening and having the technical and emotional capacity to understand the client’s needs and seek an effective solution.
According to a survey by Kantar IBOPE Media, advertising investments in the Brazilian market moved more than R$ 11.2 billion in the first quarter of 2021 alone. Service plays a key role in this.
Everything starts and ends with this professional, so he has a highly strategic role, which goes far beyond the functions known by common sense. Service has the power to make the customer’s eyes shine, and this has a direct impact on business growth.
The service needs to have acumen, know how to read the moment and understand the situation completely. An effective service is able to anticipate problems and see opportunities even before the briefing. It’s also important to know the technical processes to get a complete view of campaign creation and execution.
A good service is a seller of ideas, whether on the client or at the agency. He feels the pains of the business owner and therefore manages to transmit the demand to the team in a strategic way, and not just placing an order. And that makes all the difference in the result of the project.
The “Inconvenience” that we talk so much about here at Publicis, which is the spirit of falling in love with problems and going all the way to solve them, needs to be intrinsic to the service. Annoyance has enormous transforming power. Transforming advertising into a strategy that really works is what moves us. And it all starts with the service.
Gabriela Borges is Vice President of Customer Service at Publicis
