Universidad Nacional Abierta y a Distancia – UNAD - Vicerrectora Académica y de

Investigación - VIACI
Escuela: Ciencias Básicas Tecnología e Ingeniería Programa: Ingeniería Industrial

UNIVERSIDAD NACIONAL ABIERTA Y A DISTANCIA-UNAD

SERVICIO AL CLIENTE

Unidad 1 - Paso 2 - Reconocimiento

TUTORA

MAYLIN YULEVY PATINO

ESTUDIANTE

MICHAEL STIVEN HERNANDEZ CRUZ

CODIGO: 1012394442

UNIVERSIDAD NACIONAL ABIERTA Y A DISTANCIA

INGENIERÍA INDUSTRIAL

FEBRERO DE 2021
Universidad Nacional Abierta y a Distancia – UNAD - Vicerrectora Académica y de
Investigación - VIACI
Escuela: Ciencias Básicas Tecnología e Ingeniería Programa: Ingeniería Industrial

1. Define what is a customer service from your viewpoint.

Customer service refers to all actions implemented for customers before, during and
after the purchase. Also known as customer service, it is done to meet the
satisfaction of a product or service. This process involves several stages and factors.
2. Develop a scheme about customers types.
Universidad Nacional Abierta y a Distancia – UNAD - Vicerrectora Académica y de
Investigación - VIACI
Escuela: Ciencias Básicas Tecnología e Ingeniería Programa: Ingeniería Industrial

3. Actually there are new trends for customer service, ¿why this happen?
Customer service experiences: they seek an efficient service where questions are
answered and transactions are fast
Social networks these are of vital importance because they generate a great difference
because through them our services are made known our clients will contact through
them, an excellent option having a profile dedicated exclusively to customer service, of
This way your organic content will keep intact and you will be diversifying the
communication of your company.
Personalization responding in a personalized way to the needs of our clients, offering
them an interactive service, that is, establishing dialogues with our clients.
Differentiation in customer service
use strategies based on ceasing to be a service more like any other, that customers feel
the need to seek us for the appropriate solutions to their requirements

4. Explain why enterprises should have customer support protocols.

These protocols are important because the success of our organization depends on
them since applied to the company is a way of conducting internal or external
relationships
therefore we must consider the adoption of measures that, at least, maintain the level
of customer satisfaction, if not try to constantly raise it, a satisfied customer is a loyal
customer, and a loyal customer becomes a spokesperson for your brand or business
promoting it to other environments and, directly or indirectly, recommending it to
others