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CALIDAD DEL SERVICIO Y ATENCIÓN AL CLIENTE.

El contacto con el cliente no siempre es algo fácil, de hecho, puede tratarse de una de las experiencias más difíciles que existen si no se sabe enfocar de la manera correcta.
Aprender a satisfacer las necesidades del cliente y brindar la mejor calidad, será clave en un negocio.

¿Qué es un cliente?.

Es la persona más importante en cualquier negocio.

No depende de nosotros; nosotros dependemos de él.

No interrumpe nuestro trabajo; es el propósito del mismo.

Tipos de clientes:

Informado.

Impulsivo.

Discutidor.

Indeciso.

Confundido.

Silencioso.

Negociador.

Apóstol.

Leal.

Rehén.

Mercenario.

10 Mandamientos del Servicio al Cliente

1. El cliente por encima de todo.

2. Es preciso hacer todo lo posible para satisfacer al cliente.

3. La empresa debe cumplir todo lo que prometa y nunca mentir.

4. Una sola forma de satisfacer al cliente, darle más de lo que espera.

5. Las personas que tienen contacto directo con los clientes marcan la diferencia.

6. Fallar en un punto significa fallar en todo.

7. Un empleado insatisfecho genera clientes insatisfechos.

8. El juicio sobre la calidad de servicio lo hace el cliente.

9. Por muy bueno que sea un servicio siempre se puede mejorar: la competencia no da tregua.

10. Todas las personas de la organización deben estar dispuestas a trabajar en Pro de la satisfacción del cliente.

Esta última área es una de las más delicadas y que mayores inconvenientes reportan durante las relaciones con el cliente.

La resolución de las quejas, la manera en que se deben afrontar o el sistema de reclamaciones necesario, tiene un espacio muy importante aquí.

La Calidad.

https://plataformaeisi.com.co/videos2024/cliente/calidad.mp4

Triangulo del Servicio.

https://plataformaeisi.com.co/videos2024/cliente/triángulo.mp4