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MF0241:UF0037: Test 4.Protocol dAtenció al Client

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MF0241:UF0037: Test 4.Protocol dAtenció al Client

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About this activity

Qüestionari sobre el protocol d’atenció

Created by

Miguel Ángel Docencia
Miguel Ángel Docencia
Spain

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MF0241:UF0037: Test 4.Protocol dAtenció al Client
 

MF0241:UF0037: Test 4.Protocol dAtenció al ClientOnline version

Qüestionari sobre el protocol d’atenció

by Miguel Ángel Docencia
1

Quin és l’objectiu principal d’un protocol d’atenció al client?

2

Quin és el primer pas habitual en un procés d’atenció?

3

Quin document s’utilitza per recollir les dades bàsiques del client?

4

Què és una incidència segons el dossier?

5

Quin element garanteix que totes les atencions segueixin el mateix procediment?

6

Quina informació s’anota al registre d’incidències?

7

Quin pas del procés serveix per assegurar que el client rep la informació necessària?

8

Quin pas del procés ajuda a verificar que el client ha entès la informació donada?

9

Quin pas es realitza habitualment abans del tancament de l’atenció?

10

Quin document serveix per deixar constància de les consultes i demandes rebudes?

11

Per què és important seguir un protocol d’atenció al client?

12

Si un client aporta informació incompleta, quin pas cal reforçar?

13

Per què és útil registrar les incidències?

14

Quina conseqüència pot tenir no confirmar la informació?

15

Si el client demana un servei especial que no està clar, què cal fer?

 
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