
ManejoQuejas&Reclamos
Authored by Luis Ávila
Professional Development
University
Used 5+ times

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10 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 5 pts
Es una propuesta de idea para mejorar las prestaciones del servicio
Sugerencia
Reclamo
Queja
Encuesta
2.
MULTIPLE CHOICE QUESTION
30 sec • 5 pts
Es toda denuncia de carencias en la prestación del servicio
Sugerencia
Queja
Reclamo
Análisis
3.
MULTIPLE CHOICE QUESTION
30 sec • 5 pts
Es toda denuncia de insatisfacción o disconformidad acerca del servicio
Queja
Sugerencia
Reclamo
Mejora
4.
MULTIPLE CHOICE QUESTION
30 sec • 5 pts
Señale la opción que NO corresponda, con respecto al manejo efectivo de quejas y reclamos
Viabilidad
Accesibilidad
Respuesta oportuna
Objetividad
5.
MULTIPLE CHOICE QUESTION
30 sec • 5 pts
Seleccione la opción que NO corresponde al manejo adecuado de quejas y reclamos
Tomar acción inmediata
Organizar los seguimientos
Evitar responsabilidad
Registrar la incidencia de la queja o reclamo
6.
MULTIPLE CHOICE QUESTION
30 sec • 5 pts
Cuando el servicio recibido no cumple con mis expectativas como cliente realizo:
Reclamo
Queja
Sugerencia
Encuesta
7.
MULTIPLE CHOICE QUESTION
30 sec • 5 pts
No tiene una solución posible a corto plazo
Reclamo
Queja
Sugerencia
Mejora
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