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Habilidades sociales y emocionales en el servicio

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About this activity

Prácticas de escucha y empatía

Created by

Arlette ramos
Arlette ramos
Mexico

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Habilidades sociales y emocionales en el servicio
 

Habilidades sociales y emocionales en el servicioOnline version

Prácticas de escucha y empatía

by Arlette ramos
1

La actitud positiva facilita atender bien al cliente y resolver problemas.

2

La gestión de emociones sólo aplica al personal de supervisión.

3

La empatía ayuda a entender las emociones del cliente y a responder con amabilidad.

4

Escuchar sin interrumpir es menos importante que dar soluciones rápidamente.

5

La empatía significa sentir exactamente lo mismo que el cliente.

6

La gestión de emociones permite mantener la calma incluso frente a quejas.

7

La escucha activa implica parafrasear lo que el cliente dice para confirmar comprensión.

8

La cortesía no influye en la satisfacción del cliente.

9

La cortesía incluye usar un tono respetuoso y educado en la comunicación.

10

Practicar habilidades sociales no afecta la fidelización del cliente.

 
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