Capítol B 3 - Desenvolupar comportaments orientats a la/al Client

Choose a study mode

Play Quiz
Study Flashcards
Spaced Repetition
Chat to Lesson

Podcast

Listen to an AI-generated conversation about this lesson
Download our mobile app to listen on the go
Get App

Questions and Answers

Quin és l'enfocament del capítol?

  • La publicitat de l'empresa
  • Els comportaments dels clients
  • Els productes i serveis de l'empresa
  • Els comportaments dels empleats (correct)

Quants tipus de comportament esmenta el text?

  • Cinc
  • Tres
  • Quatre (correct)
  • Dos

Quin tipus de comportament és el més recomanable per un excel·lent servei al client?

  • Assertiu (correct)
  • Manipulador
  • Agressiu
  • Passiu

Quin tipus de comportament no és recomanable per al servei al client?

<p>Tot el anterior (D)</p>
Signup and view all the answers

Què ens permet fer la assertivitat?

<p>Expressar les nostres idees i opinions de manera calmada i defensar els nostres interessos (C)</p>
Signup and view all the answers

Què és la assertivitat, segons el text?

<p>Una actitud (D)</p>
Signup and view all the answers

Quin model pot ajudar a desenvolupar el comportament assertiu?

<p>DESC (A)</p>
Signup and view all the answers

Quins recursos poden millorar la assertivitat?

<p>El contacte visual, la postura, els gestos, l'expressió facial, la veu, el moment adequat i l'expressió de sentiments (B)</p>
Signup and view all the answers

Quin és l'objectiu de la assertivitat?

<p>Expressar-nos de manera honesta i espontània (A)</p>
Signup and view all the answers

Què pot millorar el servei al client, segons el text?

<p>La formació en assertivitat (B)</p>
Signup and view all the answers

Flashcards are hidden until you start studying

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.

Studying That Suits You

Use AI to generate personalized quizzes and flashcards to suit your learning preferences.

Quiz Team

More Like This

Use Quizgecko on...
Open
Browser
Browser