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Desafío: Servicio proactivo, reactivo y escucha

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Desafío: Servicio proactivo, reactivo y escucha

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About this activity

Desafío rápido sobre servicio proactivo/reactivo y escucha activa

Created by

Evelyn Cerón Chapi
Evelyn Cerón Chapi
Ecuador

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Desafío: Servicio proactivo, reactivo y escucha
 

Desafío: Servicio proactivo, reactivo y escuchaOnline version

Desafío rápido sobre servicio proactivo/reactivo y escucha activa

by Evelyn Cerón Chapi
1

El servicio proactivo espera a que el cliente llame.

2

Escuchar implica solo oír las palabras, sin poner atención

3

El servicio proactivo se anticipa frente a los problemas

4

En servicio reactivo no tenemos una planificación

5

Un servicio proactivo anticipa necesidades del cliente antes de que las exija.

6

El servicio reactivo siempre es suficiente; no hace falta anticiparse.

7

El servicio proactivo anticipa necesidades del cliente.

8

La escucha activa implica interrumpir al cliente para corregirlo.

9

La escucha activa se logra si nos concentramos en todo, menos en lo que dice el cliente

10

Hacer preguntas para aclarar cuando algo no está claro evita malentendidos.

11

El lenguaje corporal no influye en la confianza del cliente.

12

Para cambiar de ruta, basta gritar al cliente que esperará.

13

La escucha activa se basa en suposiciones sin preguntar

14

La escucha activa parafrasea lo dicho por el cliente.

15

Responder con un tono cordial y respetuoso ayuda a mejorar la experiencia del cliente.

16

La escucha activa implica parafrasear lo que el cliente dice para verificar su comprensión.

 
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