SERVICIO AL CLIENTE

GRUPO: 102609_45

ETAPA 2
RECONOCIMIENTO

ELABORADO POR:
DIANA PATRICIA ESTRADA MARIN
CC. 1.032.070.360

TUTOR:
LUIS EDUARDO ALVAREZ

UNIVERSIDAD NACIONAL ABIERTA Y A DISTANCIA

2021
 DESARROLLO DE LA ACTIVIDAD INDIVIDUAL

A continuación, encontrará una serie de preguntas en inglés las cuales debe contestar de

manera argumentada (en inglés). Con la finalidad de dar apoyo en la apropiación de los

temas analizados en la unidad 1.

Questions:

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

It is all the support that a company offers to its consumers, before, during or after

the purchase is made. It is the priority that companies give to solve their customers'

doubts, to solve a problem or listen to their concerns.

It is a way of giving stability to the operation of the company, providing excellent

service, maintaining a good relationship with the client, and maintaining brand

recognition.
 2. Develop a scheme about customer’s types.

TYPES OF CLIENTS

INFORMED DEAL MAKER

IMPULSIVE UNDICIDED
ARGUMENTATIVE

Attentive customer Impatient customer Your goal is to argue, You want to access, but Take the

Asks questions You need accurate and you come you have questions opportunities

Has arguments information. prepared to complain. about the purchase. You have counter

offers, look for

discounts.

All types of clients require trained personnel to handle the situation that

arises. You must manage a relationship based on respect for the client, and

know how to manage their behavior and attitude.

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

Currently, companies must recognize the evolution in the market, in the way of

making sales and offering products, since with digital platforms competition has

increased and it is no longer necessary to sell only physically, there are virtual

stores with excellent sales and recognition.

There are smart markets that get the most out of digital, responding to the customer

in a timely manner, offering excellent, personalized, agile and responsible service. It

is clear that the new industry makes it necessary to be present on social networks,

since when offering something the client will want to ask and obtain information

about the product or service as quickly as possible.

4. Explain why enterprises should have customer support protocols.

Customer service protocols are a fundamental part of the operation of companies,

since according to the person who initially receives the customer, it is the

impression that they will take, which must be of cordiality, trust and seriousness in

terms of commitment With the service.

These protocols help at times when the managers are not there and auditors or

people interested in negotiation arrive, guaranteeing that there are trained personnel,
who know the company, its processes and procedures, who fully know the service

provided or the product being offered.

Having defined and implemented protocols help above all to have a presence and

vocabulary in accordance with the solid, security and trust image that is intended to

be shown to customers.