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Tácticas de Negociación en Atención al Cliente

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Tácticas de Negociación en Atención al Cliente

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About this activity

Identifica tácticas clave para resolver reclamaciones.

Created by

Richard Alberto Paulino
Richard Alberto Paulino
Dominican Republic

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Tácticas de Negociación en Atención al Cliente
 

Tácticas de Negociación en Atención al ClienteOnline version

Identifica tácticas clave para resolver reclamaciones.

by Richard Alberto Paulino
1

No se debe pedir disculpas ni asumir responsabilidades.

2

Ofrecer opciones de resolución y compromisos concretos es clave.

3

La respuesta debe ser genérica y no adaptar la solución al caso.

4

La empatía facilita tranquilizar al cliente durante la negociación.

5

Ignorar la reclamación y derivarla a otro departamento siempre resuelve.

6

La escucha activa ayuda a entender la reclamación del cliente.

7

Registrar promesas y acuerdos evita malentendidos futuros.

8

No es necesario documentar los acuerdos alcanzados.

9

La negociación se centra solo en el precio, sin considerar el impacto emocional.

10

Es importante clarificar los plazos y lo que se puede cumplir.

 
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