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

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

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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?

Tot el anterior Signup and view all the answers

Què ens permet fer la assertivitat?

Expressar les nostres idees i opinions de manera calmada i defensar els nostres interessos Signup and view all the answers

Què és la assertivitat, segons el text?

Una actitud Signup and view all the answers

Quin model pot ajudar a desenvolupar el comportament assertiu?

DESC Signup and view all the answers

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 Signup and view all the answers

Quin és l'objectiu de la assertivitat?

Expressar-nos de manera honesta i espontània Signup and view all the answers

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

La formació en assertivitat Signup and view all the answers

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.

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Description

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