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Froggy Jumps
Froggy Jumps

Gestión de Reclamos y Fidelización

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Gestión de Reclamos y Fidelización

Froggy Jumps

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About this activity

Reclamaciones y lealtad en ingeniería

Created by

Miranda Frias Vazquez
Miranda Frias Vazquez
Argentina

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Gestión de Reclamos y Fidelización
 

Froggy Jumps

Gestión de Reclamos y FidelizaciónOnline version

Reclamaciones y lealtad en ingeniería

by Miranda Frias Vazquez
1

¿Cuál es el propósito estratégico del sistema de quejas según ISO 10002?

2

¿Qué etapa sigue a la recepción de la queja en ISO 10002?

3

¿Qué método de satisfacción es un indicador directo?

4

¿Qué indicador indirecto se usa para medir satisfacción?

5

¿Qué técnica describe la escucha activa en atención al cliente?

6

¿Qué concepto mide Reichheld en fidelización?

7

¿Qué implica el ‘Ciclo de Tratamiento’ de una queja?

8

¿Qué fuente de datos es directa para satisfacción?

9

¿Qué busca la escucha activa cuando un cliente está enojado?

10

¿Qué significa ‘Fidelización’ en este contexto?

 
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