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Mejora Continua en Servicio al Cliente

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Mejora Continua en Servicio al Cliente

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About this activity

Quiz sobre mejora continua

Created by

Beatriz Martínez
Beatriz Martínez
Colombia

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Mejora Continua en Servicio al Cliente
 

Mejora Continua en Servicio al ClienteOnline version

Quiz sobre mejora continua

by Beatriz Martínez
1

¿Qué es la mejora continua en servicio al cliente?

2

¿Cuál es la primera etapa del ciclo de mejora mostrado en el gráfico?

3

¿Qué implica la etapa Planear en la mejora continua?

4

¿Qué acción corresponde a la etapa Implementar?

5

¿Qué indica la etapa Revisar en el ciclo?

6

¿Qué se debe hacer al escuchar en la mejora continua?

7

¿Qué pide la etapa Capacitar?

8

¿Qué significa Resolver en el marco de la mejora continua?

9

¿Qué se mide para mejorar la satisfacción del cliente?

10

¿Qué actitud debe acompañar a todas las etapas de la mejora?

Explicación

Explica que es un proceso continuo, no un cambio aislado.

La secuencia inicia con evaluar para entender la experiencia.

Planear es definir oportunidades y acciones concretas.

Implementar es ejecutar las mejoras en la operación.

Revisar se basa en medir y escuchar para ajustar.

Escuchar sirve para comprender necesidades y opiniones.

Capacitar al equipo mejora la calidad del servicio.

Resolver implica acción rápida y empatía.

Medir la satisfacción es clave para ajustar.

Una actitud proactiva impulsa mejoras continuas.

 
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