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UF0036: MF0241 1.6 Atenció client

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UF0036: MF0241 1.6 Atenció client

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About this activity

Conceptes clau de negoci i atenció al client

Created by

Miguel Ángel Docencia
Miguel Ángel Docencia
Spain

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UF0036: MF0241 1.6 Atenció client
 

Crossword Puzzle

UF0036: MF0241 1.6 Atenció clientOnline version

Conceptes clau de negoci i atenció al client

by Miguel Ángel Docencia
1

Manera com l’empresa vol ser percebuda en el mercat.

2

Percepció real que té el client sobre una empresa.

3

Procés de transmissió d’informació entre empresa i client.

4

Mitjà utilitzat per contactar amb el client, com telèfon o correu.

5

Capacitat d’entendre els sentiments i necessitats del client.

6

Grau en què el servei satisfà les expectatives del client.

7

Accions comercials per donar a conèixer un producte o servei.

8

Opinió general que el públic té sobre una empresa.

9

Sentiment de seguretat que genera una empresa coherent i transparent.

10

Procés de mantenir clients satisfets i recurrents.

7
3
2
8
5
10
6
1
4
1

Eina per recollir opinions i dades dels clients.

2

Grau d’accord entre el que el client espera i el que rep.

3

Expressió d’un descontentament per part del client.

4

Document formal per denunciar una incidència.

5

Mal funcionament d’un producte o servei tècnic.

6

Compromís legal o comercial que assegura un producte.

7

Servei d’atenció després de la compra per mantenir la confiança.

8

Persona que adquireix un producte o rep un servei.

9

Organització que ofereix béns o serveis als clients.

10

Situació de desacord que pot resoldre’s mitjançant mediació o arbitratge.

4
1
9
8
3
10
6
5
 
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