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Table Of Contents

Qué es servicio?
Características de servicio
Qué es calidad en el servicio?
LA EXCELENCIA EN EL
SERVICIO
El cliente es:
Tipos de clientes
Expectativas de los clientes
CULTURA DEL SALUDO
Servicio Excepcional
Por qué perdemos clientes?
Errores y horrores del servicio
Las dos dimensiones del servicio
Espíritu de Servicio
Expectativas de servicio al cliente
Espejo Positivo
Servicio telefónico de
excelencia
Frases prohibidas
Cliente intermedio (interno)
Siete claves del trabajo en equipo
Liderazgo
Kit de servicio
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ATENCION AL CLIENTE

ATENCION AL CLIENTE

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Published by cokesito16

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Published by: cokesito16 on Dec 24, 2011
Copyright:Attribution Non-commercial

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02/22/2013

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