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Tipos de clientes

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Tipos de clientes

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About this activity

Tipos de clientes, relación entre el tipo de cliente y la forma de reaccionar o estrategia a utilizar

Created by

Katherine Miranda V
Katherine Miranda V
Costa Rica

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Tipos de clientes
 

Tipos de clientesOnline version

Tipos de clientes, relación entre el tipo de cliente y la forma de reaccionar o estrategia a utilizar

by Katherine Miranda V
1

¿Cuál es el fin último de la gestión de la relación con los clientes, según el concepto de Atención al Cliente?

2

Afirmación: Al tratar con un cliente enojado, el agente no debe negarle su enojo ni decirle "No hay motivo para enojarse", sino que debe calmarlo y ser solidario/a.

3

Al tratar con un/a Cliente Discutidor/a (agresivo/a por naturaleza que rara vez está de acuerdo), ¿cuál es la estrategia recomendada para manejar la situación?

4

Usted atiende a un/a cliente/a con un tipo de personalidad predominantemente Analítica. ¿En qué se basará principalmente este/a cliente/a para tomar una decisión final sobre el producto o servicio?

5

Un/a cliente/a enojado/a presenta una reclamación por un fallo en el servicio. ¿Cuál es la estrategia clave que debe aplicar el agente de servicio en el manejo inicial de la emoción?

6

Un/a cliente/a Conversador/a ocupa una gran cantidad de tiempo del agente, desviándose constantemente del tema principal de la compra. ¿Cuál es la actitud profesional correcta ante esta situación?

 
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