Unidad 1: paso 2 Reconocimiento

Presentado por:
ERNESTO DE HARO

Presentado a:
MARIA MERCEDES NARVAEZ
Tutor

Servicio al Cliente

Grupo: 273

Universidad Nacional Abierta y a Distancia UNAD

ECISA
Septiembre de 2021
 1. Define what is a customer service from your point of view.

Customer service is the primary part of communication between customer and

company, this communication allows customers to express their needs regarding a
certain product, and the success or failure of the company depends on its
satisfaction, therefore employees must be trained in the proper treatment and timely
language to satisfy the client
2. Develop a scheme about customers types.

Buyers: is the person

Internal customer: this
who acquires a good,
refers to the company's
service or product
employees, distributors
and suppliers, these are Customer Support
key elements to User: is the person who
understand the uses the good and does
operation and not necessarily have to
development of the be the one who buys it.
product offered by the
Consumer: is the
company and how to
person who buys a
improve it for the
External customer: potential good, service or
benefit of customers
buyers and those who acquire product to consume it.
products and services, this
acquisition is made through the
exchange of money that
constitutes the capital of the
company for a service, good or
product.

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

The digital age has configured all social and work dynamics, and with regard to
customer service, the implementation of technologies has made the demands of
communication channels with the customer increasingly demanding, the use of
social networks, the online chat, the service of complaints, doubts and claims that
are sent to remote operators, make the service increasingly feasible and varied.
 Access to telephone channels considerably reduces the stress of customers who
previously had to stand in long lines to process requests, today a request is just a
click away, a situation that has improved the dynamics of customer-company
interaction

4. Explain why enterprises should have customer support protocols.

It is necessary for companies to apply protocols because customers tend to easily

become stressed, especially in large companies where customers imply high
demand and where each one has a special need, they usually find large lines to
process their request, this fact makes when customers meet the employee who will
attend them, they are stressed and unwilling to receive the answer
 REFERENCIAS

OVI Unidad 1. Conceptos y Generalidades del Cliente

Cely, L. (2018). 102609 OVI El Cliente. [Archivo de video]. Recuperado

de: http://hdl.handle.net/10596/18252

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

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