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Froggy Jumps
Froggy Jumps

Calidad

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Calidad

Froggy Jumps

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About this activity

Calidad del servicio a cliente

Created by

Lisandro Cano
Lisandro Cano
Mexico

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Calidad
 

Froggy Jumps

CalidadOnline version

Calidad del servicio a cliente

by Lisandro Cano
1

¿A qué se refiere el concepto de 'intangibilidad' en los servicios?

2

Según el contenido, ¿cuál es el rol fundamental del cliente en el proceso de servicio?

3

¿Qué herramienta utiliza el ingeniero para mapear el proceso del servicio dividido en capas?

4

En el caso de éxito de Disney, ¿cuál es la primera prioridad dentro de sus '4 Claves del Servicio'?

5

¿Qué mide el indicador NPS (Net Promoter Score)?

6

¿Cuál es una consecuencia directa de la 'variabilidad' en los servicios?

7

Dentro de la filosofía de Disney, ¿qué significa el concepto 'Todo habla'?

8

¿Qué es la 'Recuperación del Servicio'?

9

¿Por qué la calidad en el servicio se considera un factor estratégico?

10

¿Qué indicador mide la resolución de un problema en el primer contacto?

 
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