FASE 1 – RECONOCIMIENTO

ENTREGADO POR

CARLOS ANDRÉS PÉREZ LEMUS

PRESENTADO AL TUTOR:

ANDRES MAURICIO MEJIA

CURSO:

SERVICIO AL CLIENTE

GRUPO:

102609_55

UNIVERSIDAD NACIONAL ABIERTA Y A DISTANCIA UNAD

ESCUELA DE CIENCIAS BÁSICAS TECNOLOGÍA E INGENIERÍA ECBTI

26 DE FEBRERO DE 2023

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ACTIVIDAD PARA DESARROLLAR

ACTIVIDAD 2 PREGUNTAS

a. What are the principles of customer service? Describe each.

The principles of customer service are 5, they are because the customer is above everything and is the
raison d'être of companies. The principles are:

1. Respect and kindness are the qualities and skills that a worker must develop effectively in terms
of customer service, to receive excellent treatment, considering that the client is the reason for
the service.
2. Prior disposition: workers in addition to having a good knowledge and practice about the
service, must also maintain a motivation through an environment that allows them to channel
their effort and energy for the benefit of the client.
3. Involvement in the response: people must maintain a high level of listening to better understand
other people or customers and thus be able to meet the needs, giving the appropriate
treatment to each type of client.
4. Customer Service: It is to be courteous, friendly, dedicate time for each client, efficient in solving
problems and maintain a speed in the delivery of services.
5. Adequate vocabulary: communication is constant and necessary; therefore, it is essential to
adapt to the interlocutor, always understand and adapt the necessary terms to communication.

b. The communication process consists of which elements, mention them, and describe each
of them.
1. Issuer: is the person who initiates the process, has clear information on the subject and in this
case is the seller, this issuer must consider that his information is transmittable, that he may
interest the receiver, that the language adapts and that it is the most productive possible
2. Receiver: recipient of the message, in this case it is the client, must have an attitude of
dynamism
3. Content: message that you want to transmit, for the customer service area, are the sales
arguments of the product or service
4. Code: forms and styles that the seller (sender) must convey the message
5. Communication channel: means by which the message is channeled.
6. Situation: circumstances, psychological and social emotions that surround the sender (seller)
and the receiver (customer) and that condition the message, influence the transmission and
reception of the message
7. Feedback: variable that measures the effectiveness of the communication process, if the
receiver responds, it means that communication has been effective
8. Interference, barriers, or noises: elements that hinder, weaken, or prevent communication, to
avoid this, we must know the methods of verbal and non-verbal communication.
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 c. Develop an outline with the different types of customers.

It is characterized by being doubtful, rejects arguments, does not reflect, and

1.Distrustful finds faults; occurs in situations when you have information, when there is
customer breach of agreements; In your treatment, you should remain calm, respect
your ideas, build trust.

It is characterized by provoking discussions, pretending to be right,

2.Controversial distrusting solutions; it occurs in situations when they are not attended
customer attentively or time is wasted; in its treatment, it must be listened to carefully
without arguing, clarifying doubts.

It is characterized by knowing everything, is proud and imposing, with a

superior and aggressive attitude; it is presented in situations when
3.Know-it-all critical situations and different points of view arise; in its treatment, a serene
customer and attentive attitude must be adopted, without arguing and without letting
Ty oneself be dominated, showing solutions.

pe It is characterized by knowing what you want and what you are looking for
4.Thorough requires concrete answers; it is presented in situations when the information
s it receives is scarce and in the face of quality problems; in its treatment,
customer
of seriousness and interest must be demonstrated, correct and friendly
treatment demonstrating security.
cu It is characterized by being friendly, talkative, extends in its explanations can
st 5.Talking client become heavy; it occurs in situations when they are attended with great
preference; in its treatment, it must be kind keeping the distance, avoiding
o following the jokes.

m It is characterized by being shy, insecure, asks for opinions and reflects; it

6.Undecided
er customer
presents itself in situations when it is given many opinions or when it is not
reacted in a friendly way; in its treatment, it needs more dedication,
encourage them, inspire confidence, guide, and guide them.

It is characterized by its changes of opinion, is impatient and superficial; it

7. Impulsive presents itself in situations when it has several options to choose from or
customer must think about; in its treatment, it needs to demonstrate firmness to act
quickly with brief and concise arguments.

It is characterized by remaining in a bad mood, argues, is dominant,

8.Rude customer aggressive, and offensive; it occurs in situations when it considers that it is
not treated well or before any point of view; in its treatment, it needs to be
polite, avoid its rudeness and argue without paying attention to its
provocations.