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Test de Servicio al Cliente

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Test de Servicio al Cliente

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Played 74 %Accuracy 80 Average time 03:27
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About this activity

Evalúa habilidades de atención al cliente

Created by

Juan Manuel Castañeda
Juan Manuel Castañeda
Colombia

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Test de Servicio al Cliente
 

Test de Servicio al ClienteOnline version

Evalúa habilidades de atención al cliente

by Juan Manuel Castañeda
1

¿Qué opción describe mejor la escucha activa en servicio al cliente?

2

¿Cuál es la primera respuesta adecuada ante una queja de un cliente?

3

Si un cliente solicita una solución, ¿qué debes hacer primero?

4

¿Qué comportamiento favorece la fidelización del cliente?

5

¿Qué indica una buena gestión de quejas?

6

En atención telefónica, ¿qué marca una experiencia positiva?

7

¿Qué es lo correcto al equivocarte con un cliente?

8

¿Cuál es una buena práctica al cerrar una conversación?

9

¿Qué hacer ante una queja repetitiva de un mismo cliente?

10

¿Qué habilidad es clave para vender soluciones sin presionar?

Explicación

La escucha activa implica atención, parafrasear y confirmar el entendimiento.

Empatía y agradecimiento calman la situación inicial.

Recopilar información precisa evita malentendidos.

Cumplir tiempos y comunicar avances genera confianza.

La gestión efectiva cierra con una solución comunicada.

Un tono claro y amable mejora la experiencia.

Reconocer errores genera confianza y soluciones.

Cierre claro evita malentendidos futuros.

Soluciones definitivas y seguimiento reducen recurrencias.

Entender necesidades facilita soluciones adecuadas.

 
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