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Crossword Puzzle
Crossword Puzzle

Gestión de reclamaciones y quejas

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Gestión de reclamaciones y quejas

Crossword Puzzle

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About this activity

Servicio posventa

Created by

Violeta Romero Lara
Violeta Romero Lara
Spain

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Gestión de reclamaciones y quejas
 

Crossword Puzzle

Gestión de reclamaciones y quejasOnline version

Servicio posventa

by Violeta Romero Lara
1

Herramienta proactiva para conocer el nivel de satisfacción antes de que surja una queja formal

2

Canal de tramitación que requiere que el personal tenga formación en gestión de conflictos

3

Canal/medio muy utilizado que permite una interacción rápida y directa, a menudo es gratuito

4

Prueba documental principal de que ha existido una relación comercial

5

Sistema donde un órgano administrativo propone soluciones para un acuerdo amistoso

6

Sistema voluntario que finaliza con un laudo de obligado cumplimiento

7

Derecho legal a la reparación, sustitución o devolución ante fallos de fabricación

8

Oficina municipal que ofrece ayuda y orientación a los consumidores en sus reclamaciones

9

Principal asociación de consumidores en España.

10

Comunicación formal en la que se solicita una solución, compensación o reparación

11

Manifestación de insatisfacción de carácter verbal o informal

12

Aportación del cliente orientada a mejorar el servicio sin que exista un problema previo

13

Estado que se produce cuando el servicio real iguala o supera las expectativas del cliente

14

Sentencia dictada por un colegio arbitral que tiene el mismo valor que una judicial

3
1
9
4
10
7
14
13
11
5
12
8
2
 
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