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Actitudes ante una reclamación

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Actitudes ante una reclamación

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About this activity

Guía rápida de actitudes ante una reclamación

Created by

María Rojas Pavón
María Rojas Pavón
Spain

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Actitudes ante una reclamación
 

Actitudes ante una reclamaciónOnline version

Guía rápida de actitudes ante una reclamación

by María Rojas Pavón
1

Ofrecer soluciones o alternativas razonables dentro de la política.

2

Culpar a otro departamento

3

Pedir disculpas por las molestias ocasionadas aunque no creas que lleve razón

4

Respondes con sarcasmo para reducir la tensión del momento.

5

Preguntar datos personales no relevantes es buena práctica.

6

Ignorar las quejas para no demorar a otros clientes.

7

Si la reclamación es de alto valor, no hace falta documentarla.

8

Mantener la calma y no tomarlo como un ataque ayuda a gestionar la reclamación.

9

Escuchar al cliente sin interrumpir

10

Ignorar la reclamación porque “no es importante”

11

Explicar claramente los pasos a seguir y los plazos.

12

Prometer una solución ficticia para cerrar el caso se considera correcto.

13

Pedir datos y documentos relevantes para verificar la reclamación.

14

Escuchar atentamente al reclamar facilita resolverla.

15

Defenderse inmediatamente y discutir con el cliente

 
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