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Froggy Jumps
Froggy Jumps

Servicio al Cliente y el "Ello", el "Yo" y el "Superyó"

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Servicio al Cliente y el "Ello", el "Yo" y el "Superyó"

Froggy Jumps

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Played 37
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About this activity

Encuentra el comportamiento del Servicio al Cliente según Sigmund Freud

Created by

Profesor Oscar Fung Portorreal
Profesor Oscar Fung Portorreal
Dominican Republic

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Servicio al Cliente y el "Ello", el "Yo" y el "Superyó"
 

Froggy Jumps

Servicio al Cliente y el "Ello", el "Yo" y el "Superyó"Online version

Encuentra el comportamiento del Servicio al Cliente según Sigmund Freud

by Profesor Oscar Fung Portorreal
1

Son el "Ello", el "Yo" y el "Superyó"

2

Un empleado molesto que quiere responder de forma impulsiva ante un cliente grosero.

3

El empleado reconoce su molestia pero responde con cortesía para mantener la profesionalidad.

4

El empleado siente que debe ser ético, honesto y justo en su trato con el cliente, aunque no sea fácil.

5

Puede aportar energía y pasión por servir

6

Promueve la inteligencia emocional, adaptación y buen juicio.

7

Fomenta ética, responsabilidad, empatía

8

Si domina, puede llevar a impulsividad, impaciencia o conflictos.

9

Si es débil, no logra mediar entre el impulso (Ello) y la exigencia (Superyó).

10

Si domina, puede generar culpa excesiva, rigidez o autocensura, incluso frente a abusos del cliente.

11

Permite manejar bien situaciones tensas sin explotar (Frena al "Ello")

12

Sin sentirse culpable todo el tiempo (modera al Superyó).

13

Permite ser amable sin dejarse humillar por clientes abusivos

14

Analiza si se debe hacer una excepción,

15

Si hay que seguir las normas.

16

Si conviene complacer al cliente.

17

Depende de profesionales emocionalmente equilibrados

18

Un servicio al cliente de alta calidad

19

Un servicio al cliente de alta calidad depende de

20

Actúa según el principio de realidad:

 
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