Reclamaciones
Authored by Nerea Larrazabal
Business
Professional Development
Used 3+ times
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11 questions
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1.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
¿QUÉ PORCENTAJE DE LOS CLIENTES NOS ABANDONAN POR LA MALA ATENCIÓN O LA INDIFERENCIA ANTE SUS QUEJAS Y RECLAMACIONES?
9%
14%
68%
5%
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
NO HAY PAPEL EN EL BAÑO
QUEJA
RECLAMACIÓN
3.
FILL IN THE BLANK QUESTION
45 sec • 1 pt
SI PIDO UNA COMPENSACIÓN ESTOY PONIENDO UNA
4.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
CUALIDADES DEL BUEN NEGOCIADOR A NIVEL CONDUCTUAL
ESCUCHA ACTIVA Y COMUNICACIÓN VERBAL
DOMINIO DE LAS EMOCIONES PROPIAS Y AJENAS
EMPATIA
ASERTIVIDAD
5.
MULTIPLE CHOICE QUESTION
1 min • 2 pts
FASES DE LA RESOLUCIÓN DE UNA RECLAMACIÓN
RECOGER INFORMACIÓN, RECONOCER, RESPONDER, CONFIRMAR, DESPEDIRNOS, AGRADECER Y SEGUIMIENTO.
RECONOCER, RECOGER INFORMACIÓN, CONFIRMAR,RESPONDER, VERIFICAR, AGRADECER, DESPEDIRNOS Y SEGUIMIENTO.
RECONOCER, RECOGER INFORMACIÓN, RESPONDER, CONFIRMAR, AGRADECER, VERIFICAR, DESPEDIRNOS Y SEGUIMIENTO.
VERIFICAR, RECONOCCER, RECOGER INFORMACIÓN, AGRADECER, RESPONDER, CONFIRMAR, DESPEDIRNOS Y SEGUIMIENTO.
6.
FILL IN THE BLANK QUESTION
45 sec • 2 pts
EN EL PLAZO DE ------- DÍAS, LA EMPRESA HA DE RESPONDER AL CLIENTE CON RESPECTO A LA RECLAMACIÓN.
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
AUNQUE SE CREA QUE NO HA SIDO UN FALLO NUESTRO O DE LA EMPRESA, A VECES ES NECESARIO PEDIR DISCULPAS
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