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Test de Atención al Cliente

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If you wish, you can download a demo game here and test its integration:

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Test de Atención al Cliente

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About this activity

Evaluación de servicio

Created by

Mirella Gimenez
Mirella Gimenez
Spain

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Test de Atención al Cliente
 

Test de Atención al ClienteOnline version

Evaluación de servicio

by Mirella Gimenez
1

¿Cuál es la primera acción ante una queja de cliente?

2

¿Qué lenguaje debe emplearse para no perder al cliente?

3

¿Qué canal se recomienda para resolver quejas complejas?

4

¿Qué es buena práctica al cerrar una interacción?

5

¿Qué mide el SLA en atención al cliente?

6

¿Qué hacer ante una objeción del cliente?

7

¿Qué aspecto es clave para la satisfacción del cliente?

8

¿Qué indicador evalúa la eficacia del personal de atención?

9

¿Qué implica la empatía en atención al cliente?

10

¿Qué actitud reduce tensiones durante un conflicto?

Explicación

Escuchar y validar evita malentendidos y establece confianza.

La empatía y el respeto facilitan la solución.

La comunicación directa evita malentendidos.

Cierre claro refuerza satisfacción y confianza.

SLA determina rapidez y efectividad del servicio.

Clarificar la objeción facilita la solución adecuada.

La solución real aumenta la satisfacción.

FCR refleja capacidad de resolver sin derivaciones.

Empatía alivia tensiones y genera confianza.

La serenidad evita escaladas y facilita soluciones.

 
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