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Servicio al Cliente: Verdades y Falsedades

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Servicio al Cliente: Verdades y Falsedades

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concepts clave del servicio al cliente

Created by

Nathaly Maradiaga
Nathaly Maradiaga
Costa Rica

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Servicio al Cliente: Verdades y Falsedades
 

Servicio al Cliente: Verdades y FalsedadesOnline version

concepts clave del servicio al cliente

by Nathaly Maradiaga
1

El mal servicio siempre es causado por el producto, no por el proceso de atención.

2

La evaluación del servicio debe basarse en una libreta de calificaciones del cliente para medir calidad.

3

El ciclo del servicio es un mapa de los momentos de verdad vividos por el cliente.

4

El cliente es el activo más valioso que posee una organización.

5

La retención de clientes se logra principalmente reduciendo costos a corto plazo.

6

Los momentos de verdad deben ser anticipados y gestionados para que sean positivos.

7

Un ANS establece el nivel de servicio y el tiempo de respuesta entre proveedor y cliente.

8

El triángulo del servicio solo incluye Cliente, Sistema y Gente; Estrategia no es parte.

9

CRM es solo tecnología sin necesidad de estrategia ni talento humano.

10

Singularización de los clientes propone tratar a todos los clientes exactamente de la misma manera.

 
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