10 Questions
Quin és l'enfocament del capítol?
Els comportaments dels empleats
Quants tipus de comportament esmenta el text?
Quatre
Quin tipus de comportament és el més recomanable per un excel·lent servei al client?
Assertiu
Quin tipus de comportament no és recomanable per al servei al client?
Tot el anterior
Què ens permet fer la assertivitat?
Expressar les nostres idees i opinions de manera calmada i defensar els nostres interessos
Què és la assertivitat, segons el text?
Una actitud
Quin model pot ajudar a desenvolupar el comportament assertiu?
DESC
Quins recursos poden millorar la assertivitat?
El contacte visual, la postura, els gestos, l'expressió facial, la veu, el moment adequat i l'expressió de sentiments
Quin és l'objectiu de la assertivitat?
Expressar-nos de manera honesta i espontània
Què pot millorar el servei al client, segons el text?
La formació en assertivitat
Study Notes
- The chapter focuses on the behaviors of the person attending to the client and their influence on client satisfaction and loyalty.
- There are four types of behavior: aggressive, passive, manipulative, and assertive.
- Assertive behavior is the most recommended for excellent customer service.
- Aggressive and passive behavior are not recommended.
- Assertiveness allows us to express our ideas and opinions calmly and defend our interests.
- Assertiveness is more than a technique, it is an attitude.
- The DESC model can help develop assertive behavior.
- Resources such as eye contact, posture, gestures, facial expression, voice, timing, and expressing feelings can enhance assertiveness.
- The goal is to express ourselves honestly and spontaneously.
- Assertiveness training can improve customer service.
Are you looking to improve your customer service skills? This quiz will test your knowledge on the four types of behaviors when attending to clients: aggressive, passive, manipulative, and assertive. Learn why assertive behavior is the most recommended for excellent customer service and how to develop your assertiveness using the DESC model. Discover how resources such as eye contact, posture, gestures, and voice can enhance your communication skills. Take this quiz to improve your understanding of assertiveness and how it can improve customer service
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