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Servicio al cliente: fundamentos

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Servicio al cliente: fundamentos

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About this activity

Conceptos clave de atención

Created by

yamile florez
yamile florez
Colombia

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Servicio al cliente: fundamentos
 

Servicio al cliente: fundamentosOnline version

Conceptos clave de atención

by yamile florez
1

¿Qué implica escuchar activamente al cliente para entender su necesidad real?

2

¿Qué es lo más importante al iniciar una interacción con un cliente?

3

¿Qué habilidad reduce malentendidos en el servicio?

4

¿Qué debe evitarse para mantener una buena experiencia del cliente?

5

¿Qué significa resolver un problema en la primera interacción?

6

¿Qué rol cumple la paciencia en servicio al cliente?

7

¿Qué indicador es clave para medir satisfacción del cliente?

8

¿Qué comportamiento promueve fidelización en clientes?

9

¿Cuál es una buena práctica al manejar quejas?

10

¿Qué valor debe guiar todo contacto con el cliente?

Explicación

La escucha activa implica atención total, para comprender y confirmar.

Empatía y un saludo amable crean confianza.

Comunicación clara evita falsas expectativas.

La defensiva deteriora la relación con el cliente.

Resolver en la primera interacción mejora satisfacción.

La paciencia ayuda a obtener información precisa.

CSAT refleja percepciones del cliente.

La personalización genera conexión y lealtad.

Proponer soluciones claras es clave.

Respeto mantiene relación profesional y positiva.

 
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