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Joel Meza – Curso de Atención al Cliente

Impartido por:

Joel Meza

Temario del Curso

First Section

Clase #1. Presentación (9:10)
Clase #2. Servicio al cliente y atención al cliente. (11:53)
Clase #3. Tipos de servicio al cliente. (12:58)
Clase #4. Características de un buen servicio al cliente. (12:12)
Clase #5. Cultura de servicio al cliente. (11:52)
Clase #6. Comportamiento del cliente. (13:01)
Clase #7. La satisfacción del cliente. (11:29)
Clase #8. Tipos de clientes. (12:09)
Clase #9. Por qué se pierden los clientes. (10:04)
Clase #10. Las quejas como oportunidad. (9:51)
Clase #11. Cómo gestionar quejas y reclamos. (12:56)
Clase #12. La asertividad y la emotividad. (11:08)
Clase #13. Comunicar valor. (11:07)
Clase #14. La calidad en la atención telefónica. (7:27)
Clase #15. La calidad en la atención telefónica (Parte II) (9:20)
Clase #16. Cómo resolver problemas de SAC vía telefónica. (12:47)
Clase #17. La importancia de la voz. (12:27)
Clase #18. Comunicación no verbal. (12:56)
Clase #19. Qué son los PQRS (15:59)
Clase #20. Por qué evaluar la satisfacción al cliente. (14:49)
Clase #21. Pasos para medir la satisfacción al cliente. (13:26)
Clase #22. Herramientas de evaluación más utilizadas. (12:45)
Clase #23. Errores habituales al evaluar al cliente (10:06)
Clase #24. Implementación de acciones de mejora. (15:20)
Clase #25. Palabras finales. (15:52)

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