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Manejo Asertivo de Quejas

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Downloading games is an exclusive feature for users with an Academic Plan or a Commercial Plan.

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

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Manejo Asertivo de Quejas

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Played 27 %Accuracy 94 Average time 00:54
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About this activity

Respuestas adecuadas

Created by

Nancy Uriarte
Nancy Uriarte
Mexico

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Manejo Asertivo de Quejas
 

Manejo Asertivo de QuejasOnline version

Respuestas adecuadas

by Nancy Uriarte
1

Prometer soluciones imposibles refuerza la confianza del cliente.

2

Cortar al quejoso si eleva la voz es una buena técnica de manejo de quejas.

3

Responder con sarcasmo demuestra asertividad efectiva.

4

El único objetivo es defender la empresa, no entender al cliente.

5

Resumir la queja para confirmar entendimiento evita malentendidos.

6

Expresar emociones de manera calmada facilita la negociación de la queja.

7

Pedirse disculpas cuando corresponde puede mantener la relación.

8

Ignorar la queja y esperar a que se enfríe siempre resuelve el conflicto.

9

Escuchar activamente antes de responder ayuda a manejar quejas asertivamente.

10

Plantear soluciones concretas muestra proactividad ante la queja.

 
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