Ficha de trabalho nº 1

Responda às seguintes questões de acordo com a informação do manual:

1 – Defina atendimento.
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2 – Identifique quais são os momentos chave no atendimento.

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3 – Explique, resumidamente, quais são as regras de protocolo no atendimento ao cliente.

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4 – Identifique as barreiras à comunicação existentes e dê um exemplo de cada uma.

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5 – Explique o que é a assertividade.

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6 – Indique quais os aspetos mais importantes no marketing pessoal.

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7 – Diga o que se pretende durante a fase e acolhimento do cliente.

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8 – Indique quais os passos que o verdadeiro profissional de atendimento deve dar.

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9 – Explique os 7 P’s.
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