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MF0241: UF0036 2Qualitat del servei i satisfacció

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MF0241: UF0036 2Qualitat del servei i satisfacció

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Played 2 %Accuracy 75 Average time 09:24
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Aconsegueix comprendre la qualitat en atenció al client.

Created by

Miguel Ángel Docencia
Miguel Ángel Docencia
Spain

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MF0241: UF0036 2Qualitat del servei i satisfacció
 

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MF0241: UF0036 2Qualitat del servei i satisfaccióOnline version

Aconsegueix comprendre la qualitat en atenció al client.

by Miguel Ángel Docencia
1

La és essencial per a la imatge de l ? empresa i la confiança del client . Cal respondre a les expectatives mitjançant , i en cada interacció . L ? objectiu és oferir una experiència coherent des del primer contacte fins al , utilitzant sistemes de gestió orientats a la i la coherència entre allò ofert i allò entregat .

2

Les normes ISO , especialment , proporcionen un marc per gestionar de forma sistemàtica i documentada . , lideratge i participació del personal són principis fonamentals . La i la presa de decisions basada en permeten planificar , fer , verificar i actuar per disminuir i augmentar la satisfacció del client .

3

La gestió de la relació amb el client ( ) centralitza informació , mesura i permet detectar patrons de o . A més , un CRM ben configurat facilita informes i ofereix una visió completa del client i de la qualitat rebuda . Aquest potencia el i la a llarg termini .

 
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