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Desafío: Servicio al Cliente

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Desafío: Servicio al Cliente

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About this activity

Acierta afirmaciones sobre Servicio al Cliente.

Created by

Maria Rodriguez
Maria Rodriguez
Dominican Republic

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Desafío: Servicio al Cliente
 

Desafío: Servicio al ClienteOnline version

Acierta afirmaciones sobre Servicio al Cliente.

by Maria Rodriguez
1

La retroalimentación de clientes no influye en la mejora de procesos.

2

Las guías de atención deben evitar cualquier escalamiento a otro nivel de soporte.

3

La empatía y la escucha activa son habilidades fundamentales en servicio al cliente.

4

Los tiempos de respuesta, como el SLA, determinan cuándo debe responder un agente.

5

Un agente debe registrar todas las interacciones en el sistema de tickets para mantener el seguimiento.

6

Se pueden revelar datos personales de un cliente si es para resolver su tema.

7

El objetivo principal es reducir la duración de la llamada, aunque el problema no se resuelva.

8

La personalización de respuestas no aporta valor en el servicio al cliente.

9

El canal preferido por el cliente puede cambiar según la situación.

10

La resolución en primera llamada es una métrica clave de servicio.

 
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