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Froggy Jumps
Froggy Jumps

Quejas y reclamaciones

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Quejas y reclamaciones

Froggy Jumps

Played 6 %Accuracy 99 Average time 02:37
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About this activity

Elegir la actuación más adecuada ante una queja o reclamación.

Created by

Maite Arbones Escauriaza
Maite Arbones Escauriaza
Spain

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Quejas y reclamaciones
 

Froggy Jumps

Quejas y reclamacionesOnline version

Elegir la actuación más adecuada ante una queja o reclamación.

by Maite Arbones Escauriaza
1

Un cliente comienza a explicar una queja. ¿Qué hacemos primero?

2

¿Qué diferencia principal tiene una reclamación?

3

El cliente habla con enfado. ¿Qué tono conviene utilizar?

4

No conocemos todavía la solución. ¿Qué debemos hacer?

5

¿Conviene discutir para demostrar que el cliente se equivoca?

6

¿Qué demuestra que hemos comprendido la queja?

7

Si el error es evidente, conviene…

8

Una respuesta profesional debe ser…

9

¿Qué debe evitarse?

10

Al cerrar la atención de una queja conviene…

11

Una queja puede servir para…

12

¿Debe mantenerse la cortesía aunque el cliente esté molesto?

 
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