UNIDAD 1 - PASO 2 - RECONOCIMIENTO

JOHANA MERCEDES CHAVES ERASO – CÓDIGO: 1.084.848.340

TUTOR: WILLIAM RENE HUERTAS

CURSO: SERVICIO AL CLIENTE

GRUPO: 102609_49

UNIVERSIDAD NACIONAL ABIERTA Y A DISTANCIA – UNAD

ESCUELA DE CIENCIAS BASICAS TECNOLOGIA E INGENIERIA

CEAD PASTO,
FEBRERO 2021
Actividad individual
Caso de mal servicio de atención presencial, telefónica, sitio web y/o aplicación de
celular, aplicando la técnica de Storytelling

link: https://www.powtoon.com/s/cQodPVbueGM/1/m
Questions.

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

Customer service is to meet, satisfy and guide a customer by providing clear and
consistent information about the end or product that he needs so that there is a
good relationship between the customer and the person who attends him, thus
making known a high quality service so that the client leaves satisfied and does not
hesitate to return to the entity or company, And that the good attention that
consumers receive is the basis for the growth of companies and that every day it
can be improved by implementing strategies that attract attention and in which
detailed information is provided and meet customer expectations

2. Develop a scheme about customers types

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

Clients are looking for an easier way to access services and products, which is why
more attention spaces have been designed by means of communication via
telephone and virtual messages, video calls, social networks, webconferences,
email, so direct assistance is provided through These techniques in which they
advise, provide answers, help and guide clients, taking into account that
consumers are very much interested in the transparency that companies provide,
the reliability of brands and being able to have access to easier ways of payment

4. Explain why enterprises should have customer support protocols.

Companies by having customer service protocols transmit seriousness and

trust It serves to conduct internal relations between managers, employees
and work teams, and also for company representatives to interact with the
rest of the market, it also streamlines the processes of service, improves
experience and level of service. A customer care and service protocol, then,
is a document, which is made in the form of a manual, which explains how
the actions of the employees should be in relation to customer service or
sales. It details the procedures for interaction with consumers and includes
contingency plans so that employees know how to react in different
situations. In addition, they promote learning and are a fundamental basis
for your team's training.