Questions

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

R/ The concept of customer service is related to the elements or actions that occur before,

during and after the acquisition of a product or service and that generate significant value in the

customer, transmitting a sense of trust, empathy and satisfaction. As explained by Blanco

(2019), customer service has different aspects that seek to convey a solution and response to what

the customer needs using techniques such as efficiency, dedication of timely time, courtesy,

organization, listening and information management.

2. Develop a scheme about customers types.

R/ The typology of customer is very complex and presents diverse behavior. The above can

be explained in the following diagram.

https://www.mindomo.com/mindmap/19a966384af948ec961783a37b7bcd0b

3. Actually there are new trends for customer service, ¿why this happen?

R/ New trends related to customer service are focused on transparency, personification,

predictive models and personal relationships. Currently the client is not only looking for a

product or service with special characteristics, in addition to this the client needs to feel identified

with the service that offer him/her and that it adapts to their basic needs. It is very important for

the client to find a person who offers good communication to give a clear and effective solution

to their problem.
The new trends seek to convey to the client that companies know their needs and that they have

the best options to solve each of them.

4. Explain why enterprises should have customer support protocols.

R/ Companies must have all the necessary tools to guarantee a good quality of customer

service, allowing them to compete with other organizations. In order to optimize the service, it is

important for companies to have protocols that generate standardized procedures to make the

work of the organization effective and efficient. The support protocols for clients seek to be

training tools and a contingency plan in the event of unexpected situations with clients and to be

able to provide a solution in the most successful way. It should not be forgotten that the type of

client is complex and employees must know how to interact with the client to transmit good

values and excellent service.

 Referencia

 Ladrón de Guevara, D. M. Á. (2020). Atención al cliente en el proceso comercial:

UF0349. Editorial Tutor Formación. https://elibro-
net.bibliotecavirtual.unad.edu.co/es/lc/unad/titulos/126744

 Mateos de Pablo Blanco, M. Á. (2019). Atención al cliente y calidad en el servicio.

COMM002PO. IC Editorial. (pp 12-20) Recuperado de: https://elibro-
net.bibliotecavirtual.unad.edu.co/es/ereader/unad/124251?page=14

 Mateos de Pablo Blanco, M. Á. (2019). Atención al cliente y calidad en el servicio.

COMM002PO. IC Editorial. (pp 53-54) Recuperado de: https://elibro-
net.bibliotecavirtual.unad.edu.co/es/ereader/unad/124251?page=14

 Arenal Laza, C. (2019). Atención básica al cliente. MF1329. Editorial Tutor Formación. (pp
31-36) Recuperado de: https://elibro-
net.bibliotecavirtual.unad.edu.co/es/ereader/unad/105977?page=1