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Gestion De La Atencion Al Cliente Consumidor Acceso
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Book Synopsis Gestión de la atención al cliente/consumidor. COMT0110 by : María José García Casermeiro
Download or read book Gestión de la atención al cliente/consumidor. COMT0110 written by María José García Casermeiro and published by IC Editorial. This book was released on 2014-11-21 with total page 320 pages. Available in PDF, EPUB and Kindle. Book excerpt: Libro especializado que se ajusta al desarrollo de la cualificación profesional y adquisición de certificados de profesionalidad. Manual imprescindible para la formación y la capacitación, que se basa en los principios de la cualificación y dinamización del conocimiento, como premisas para la mejora de la empleabilidad y eficacia para el desempeño del trabajo.
Book Synopsis Gestión de la atención al cliente/consumidor by : Vértice
Download or read book Gestión de la atención al cliente/consumidor written by Vértice and published by Editorial Vértice. This book was released on 2010-11-15 with total page 185 pages. Available in PDF, EPUB and Kindle. Book excerpt: Los contenidos de este manual se corresponden a la UF0036 Gestión de la atención al cliente/consumidor, del modulo MF0241_2: información y atención al cliente/consumidor/usuario del certificado de profesionalidad Actividades de venta. Tal y como marca el certificado, en sus líneas se mostrará de qué manera analizar las características de una empresa / organización para transmitir la imagen más adecuada y el poder aplicar los procedimientos adecuados para la obtención de información necesaria en la gestión de control de calidad del servicio prestado por una empresa/organización. 1.- Gestión de la atención al cliente/consumidor 1.1. Procesos de atención al cliente/consumidor 1.2. Dependencia funcional del departamento de atención al cliente 1.3. Factores fundamentales desarrollados en la atención al cliente 1.4. El marketing en la empresa y su relación con el departamento de atención al cliente 1.5. Variables que influyen en la atención al cliente 1.6. La información suministrada por el cliente 1.7. Documentación implicada en la atención al cliente 1.8. Servicio post venta 2.- Calidad en la prestación del servicio de atención al cliente 2.1. Procesos de calidad en la empresa 2.2. Concepto y características de la calidad de servicio 2.3. Ratios de control y medición de la calidad y satisfacción del cliente 3.- Calidad en la prestación del servicio de atención al cliente 3.1. Ordenación del comercio minorista 3.3. Protección de datos 3.4. Protección al consumidor
Book Synopsis Gestión de la atención al cliente / consumidor. UF0036. by : Carmen Arenal Laza
Download or read book Gestión de la atención al cliente / consumidor. UF0036. written by Carmen Arenal Laza and published by TUTOR FORMACIÓN. This book was released on 2019-11-22 with total page 124 pages. Available in PDF, EPUB and Kindle. Book excerpt: Este Manual es el más adecuado para impartir la UF0036 "Gestión de la atención al cliente / consumidor" de los Certificados de Profesionalidad, y cumple fielmente con los contenidos del Real Decreto. Puede solicitar gratuitamente las soluciones a todas las actividades y al examen final en el email [email protected] Capacidades que se adquieren con este Manual: Analizar las características de una empresa / organización para transmitir la imagen más adecuada. - Identificar el concepto de imagen de la empresa. - Identificar diferentes tipos de organigramas que se utilizan en función de los objetivos y características de la empresa / organización. - A partir de las características analizadas de una empresa y unos criterios definidos previamente por la misma, proceder a confeccionar el organigrama más adecuado para la empresa/organización. - Describir las funciones del departamento de atención al cliente en diferentes tipos de empresas/organizaciones y su función en el proceso de calidad. - A partir de las características de una empresa relacionadas con su clientela, proveedores, posicionamiento y otros aspectos.: distinguir los elementos fundamentales para transmitir la imagen adecuada de la empresa. Aplicar los procedimientos adecuados para la obtención de información necesaria en la gestión de control de calidad del servicio prestado por una empresa/organización. - Describir incidencias más comunes que pueden originarse en la prestación del servicio de una empresa/organización. - Describir métodos utilizados habitualmente para evaluar la calidad del servicio prestado por una empresa / organización. - Identificar condiciones idóneas de la prestación del servicio de la empresa/organización. - Identificar procedimientos de transmisión de información dentro de la empresa/organización. - A partir de unos datos de clientes y unas necesidades definidas: - Analizar y sintetizar la información suministrada. - Confeccionar un informe, de acuerdo a una estructura definida, y de manera que la presentación sea clara, ordenada en su exposición y concisa. - A partir de un supuesto práctico convenientemente caracterizado donde se produce un fallo en el producto y/o servicio: - Identificar el departamento /persona responsable de dar solución a la situación creada en el caso de superar sus límites de actuación. - Elaborar un informe donde se recojan de manera estructurada y clara la situación detectada, conclusiones y alternativas que puedan suponer una mejora utilizando las herramientas de gestión e informáticas disponibles en la empresa. Índice: Procesos de atención al cliente/consumidor/usuario 5 Introducción 6 Concepto y características de la función de atención al cliente 7 Empresas fabricantes 10 Empresas distribuidoras 10 Empresas de relaciones con clientes y servicios de atención al cliente 11 El defensor del cliente: pautas y tendencias 16 Dependencia funcional del departamento de atención al cliente 18 Organización funcional de las empresas: Organigrama. 18 Interrelaciones del departamento de atención al cliente: logístico, financiero y de venta. 23 Factores fundamentales desarrollados en la atención al cliente 27 Naturaleza 28 Efectos 29 Normativa: productos y ámbitos regulados. 30 El marketing en la empresa y su relación con el departamento de atención al cliente 31 Marketing relacional. 31 Relaciones con clientes 31 Canales de comunicación con el cliente: tanto presenciales como no presenciales. 34 Obtención y recogida de información del cliente. 34 Variables que influyen en la atención al cliente 36 Posicionamiento e imagen 36 Relaciones públicas 43 La información suministrada por el cliente 44 Análisis comparativo 44 Naturaleza de la información 46 Cuestionarios 46 Satisfacción del cliente 47 Averías 50 Reclamaciones 51 Documentación implicada en la atención al cliente 54 Servicio Postventa 57 Resumen 65 Autoevaluación 66 Calidad en la prestación del servicio de atención al cliente/consumidor/usuario 67 Introducción 68 Procesos de calidad en la empresa 69 Concepto y características de la calidad de servicio 70 Importancia 73 Objeto 74 Calidad y satisfacción del cliente 78 Ratios de control y medición de la calidad y satisfacción del cliente 80 Elementos de control 83 Métodos de evaluación de la calidad del servicio de atención al cliente 85 Medidas correctoras 89 Resumen 91 Autoevaluación 92 Aspectos legales en relación con la atención al cliente/consumidor/usuario 93 Introducción 94 Ordenación del Comercio Minorista 95 Contenido 96 Implicaciones en la atención al cliente 98 Servicios de la Sociedad de la Información y el Comercio Electrónico 101 Contenido 101 Implicaciones en la atención al cliente 102 Protección de Datos 104 Contenido 104 Implicaciones en la atención al cliente 106 Protección al consumidor 110 Ley General de Defensa de los consumidores y usuarios. 110 Regulación autonómica y local de protección al consumidor 116 Resumen 120 Autoevaluación 121 Bibliografía 122
Download or read book No Rules Rules written by Reed Hastings and published by Penguin. This book was released on 2020-09-08 with total page 371 pages. Available in PDF, EPUB and Kindle. Book excerpt: The New York Times bestseller Shortlisted for the 2020 Financial Times & McKinsey Business Book of the Year Netflix cofounder Reed Hastings reveals for the first time the unorthodox culture behind one of the world's most innovative, imaginative, and successful companies There has never before been a company like Netflix. It has led nothing short of a revolution in the entertainment industries, generating billions of dollars in annual revenue while capturing the imaginations of hundreds of millions of people in over 190 countries. But to reach these great heights, Netflix, which launched in 1998 as an online DVD rental service, has had to reinvent itself over and over again. This type of unprecedented flexibility would have been impossible without the counterintuitive and radical management principles that cofounder Reed Hastings established from the very beginning. Hastings rejected the conventional wisdom under which other companies operate and defied tradition to instead build a culture focused on freedom and responsibility, one that has allowed Netflix to adapt and innovate as the needs of its members and the world have simultaneously transformed. Hastings set new standards, valuing people over process, emphasizing innovation over efficiency, and giving employees context, not controls. At Netflix, there are no vacation or expense policies. At Netflix, adequate performance gets a generous severance, and hard work is irrelevant. At Netflix, you don’t try to please your boss, you give candid feedback instead. At Netflix, employees don’t need approval, and the company pays top of market. When Hastings and his team first devised these unorthodox principles, the implications were unknown and untested. But in just a short period, their methods led to unparalleled speed and boldness, as Netflix quickly became one of the most loved brands in the world. Here for the first time, Hastings and Erin Meyer, bestselling author of The Culture Map and one of the world’s most influential business thinkers, dive deep into the controversial ideologies at the heart of the Netflix psyche, which have generated results that are the envy of the business world. Drawing on hundreds of interviews with current and past Netflix employees from around the globe and never-before-told stories of trial and error from Hastings’s own career, No Rules Rules is the fascinating and untold account of the philosophy behind one of the world’s most innovative, imaginative, and successful companies.
Book Synopsis Gestión de la atención al cliente-consumidor : legislación y calidad de servicio en el proceso comercial by : Alexandre Hermida Mondelo e Inmaculada Iglesias Fernández
Download or read book Gestión de la atención al cliente-consumidor : legislación y calidad de servicio en el proceso comercial written by Alexandre Hermida Mondelo e Inmaculada Iglesias Fernández and published by . This book was released on 2016-07 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Coronavirus: A Book for Children by : Kate Wilson
Download or read book Coronavirus: A Book for Children written by Kate Wilson and published by Nosy Crow. This book was released on 2020-04-07 with total page 29 pages. Available in PDF, EPUB and Kindle. Book excerpt: What is the coronavirus, and why is everyone talking about it? Engagingly illustrated by Axel Scheffler, this approachable and timely book helps answer these questions and many more, providing children aged 5-10 and their parents with clear and accessible explanations about the coronavirus and its effects - both from a health perspective and the impact it has on a family’s day-to-day life. With input from expert consultant Professor Graham Medley of the London School of Hygiene & Tropical Medicine, as well as advice from teachers and child psychologists, this is a practical and informative resource to help explain the changes we are currently all experiencing. The book is free to read and download, but Nosy Crow would like to encourage readers, should they feel in a position to, to make a donation to: https://www.nhscharitiestogether.co.uk/
Download or read book EDGE written by Jim Highsmith and published by Addison-Wesley Professional. This book was released on 2019-08-02 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: EDGE: The Agile Operating Model That Will Help You Successfully Execute Your Digital Transformation “[The authors’] passion for technology allows them to recognize that for most enterprises in the 21st century, technology is THE business. This is what really separates the EDGE approach. It is a comprehensive operating model with technology at its core.” —From the Foreword by Heidi Musser, Executive Vice President and Principal Consultant, Leading Agile; retired, Vice President and CIO, USAA Maximum innovation happens at the edge of chaos: the messy, risky, and uncertain threshold between randomness and structure. Operating there is uncomfortable but it’s where organizations “invent the future.” EDGE is a set of fast, iterative, adaptive, lightweight, and value-driven tools to achieve digital transformation, and EDGE: Value-Driven Digital Transformation is your guide to using this operating model for innovation. Jim Highsmith is one of the world’s leading agile pioneers and a coauthor of the Agile Manifesto. He, Linda Luu, and David Robinson know from their vast in-the-trenches experience that sustainable digital transformation requires far more than adopting isolated agile practices or conventional portfolio management. This hard, indispensable work involves changing culture and mindset, and going beyond transforming the IT department. EDGE embraces an adaptive mindset in the face of market uncertainty, a visible, value-centered portfolio approach that encourages continual value linkages from vision to detailed initiatives, incremental funding that shifts as strategies evolve, collaborative decision-making, and better risk mitigation. This guide shows leaders how to use the breakthrough EDGE approach to go beyond incremental improvement in a world of exponential opportunities. Build an organization that adapts fast enough to thrive Clear away unnecessary governance processes, obsolete “command and control” leadership approaches, and slow budgeting/planning cycles Improve collaboration when major, fast-paced responses are necessary Continually optimize investment allocation and monitoring based on your vision and goals Register your product for convenient access to downloads, updates, and/or corrections as they become available. See inside book for details.
Download or read book SPIN® -Selling written by Neil Rackham and published by Taylor & Francis. This book was released on 2020-04-28 with total page 253 pages. Available in PDF, EPUB and Kindle. Book excerpt: True or false? In selling high-value products or services: 'closing' increases your chance of success; it is essential to describe the benefits of your product or service to the customer; objection handling is an important skill; open questions are more effective than closed questions. All false, says this provocative book. Neil Rackham and his team studied more than 35,000 sales calls made by 10,000 sales people in 23 countries over 12 years. Their findings revealed that many of the methods developed for selling low-value goods just don‘t work for major sales. Rackham went on to introduce his SPIN-Selling method. SPIN describes the whole selling process: Situation questions Problem questions Implication questions Need-payoff questions SPIN-Selling provides you with a set of simple and practical techniques which have been tried in many of today‘s leading companies with dramatic improvements to their sales performance.
Book Synopsis Measure What Matters by : Katie Delahaye Paine
Download or read book Measure What Matters written by Katie Delahaye Paine and published by John Wiley & Sons. This book was released on 2011-02-14 with total page 56 pages. Available in PDF, EPUB and Kindle. Book excerpt: In an online and social media world, measurement is the key to success If you can measure your key business relationships, you can improve them. Even though relationships are "fuzzy and intangible," they can be measured and managed-with powerful results. Measure What Matters explains simple, step-by-step procedures for measuring customers, social media reputation, influence and authority, the media, and other key constituencies. Based on hundreds of case studies about how organizations have used measurement to improve their reputations, strengthen their bottom lines, and improve efficiencies all around Learn how to collect the data that will help you better understand your competition, do strategic planning, understand key strengths and weaknesses, and better respond to customer preferences Author runs a successful blog and serves as a measurement consultant to companies such as Facebook, Southwest Airlines, Raytheon, and Allstate Don't draw conclusions or make key decisions based on guesswork. Instead, Measure What Matters and the difference will show in the most important measure: your bottom line.
Book Synopsis The Challenger Sale by : Matthew Dixon
Download or read book The Challenger Sale written by Matthew Dixon and published by Penguin. This book was released on 2011-11-10 with total page 242 pages. Available in PDF, EPUB and Kindle. Book excerpt: What's the secret to sales success? If you're like most business leaders, you'd say it's fundamentally about relationships-and you'd be wrong. The best salespeople don't just build relationships with customers. They challenge them. The need to understand what top-performing reps are doing that their average performing colleagues are not drove Matthew Dixon, Brent Adamson, and their colleagues at Corporate Executive Board to investigate the skills, behaviors, knowledge, and attitudes that matter most for high performance. And what they discovered may be the biggest shock to conventional sales wisdom in decades. Based on an exhaustive study of thousands of sales reps across multiple industries and geographies, The Challenger Sale argues that classic relationship building is a losing approach, especially when it comes to selling complex, large-scale business-to-business solutions. The authors' study found that every sales rep in the world falls into one of five distinct profiles, and while all of these types of reps can deliver average sales performance, only one-the Challenger- delivers consistently high performance. Instead of bludgeoning customers with endless facts and features about their company and products, Challengers approach customers with unique insights about how they can save or make money. They tailor their sales message to the customer's specific needs and objectives. Rather than acquiescing to the customer's every demand or objection, they are assertive, pushing back when necessary and taking control of the sale. The things that make Challengers unique are replicable and teachable to the average sales rep. Once you understand how to identify the Challengers in your organization, you can model their approach and embed it throughout your sales force. The authors explain how almost any average-performing rep, once equipped with the right tools, can successfully reframe customers' expectations and deliver a distinctive purchase experience that drives higher levels of customer loyalty and, ultimately, greater growth.
Book Synopsis Gestión de la atención al cliente/consumidor. COMT0110 by : Innovación y Cualificación S. L.
Download or read book Gestión de la atención al cliente/consumidor. COMT0110 written by Innovación y Cualificación S. L. and published by IC Editorial. This book was released on 2023-04-04 with total page 198 pages. Available in PDF, EPUB and Kindle. Book excerpt: Libro especializado que se ajusta al desarrollo de la cualificación profesional y adquisición del certificado de profesionalidad "COMT0110 - ATENCIÓN AL CLIENTE, CONSUMIDOR O USUSARIO". Manual imprescindible para la formación y la capacitación, que se basa en los principios de la cualificación y dinamización del conocimiento, como premisas para la mejora de la empleabilidad y eficacia para el desempeño del trabajo.
Book Synopsis Enhancing Synergies in a Collaborative Environment by : Pablo Cortés
Download or read book Enhancing Synergies in a Collaborative Environment written by Pablo Cortés and published by Springer. This book was released on 2015-02-04 with total page 370 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume contains a selection of the best papers presented at the 8th International Conference on Industrial Engineering and Industrial Management, XX International Conference on Industrial Engineering and Operations Management, and International IIE Conference 2014, hosted by ADINGOR, ABEPRO and the IIE, whose mission is to promote links between researchers and practitioners from different branches, to enhance an interdisciplinary perspective of industrial engineering and management. The conference topics covered: operations research, modelling and simulation, computer and information systems, operations research, scheduling and sequencing, logistics, production and information systems, supply chain and logistics, transportation, lean management, production planning and control, production system design, reliability and maintenance, quality management, sustainability and eco-efficiency, marketing and consumer behavior, business administration and strategic management, economic and financial management, technological and organizational innovation, strategy and entrepreneurship, economics engineering, enterprise engineering, global operations and cultural factors, operations strategy and performance, management social responsibility, environment and sustainability. This book will be of interest to researchers and practitioners working in any of the fields mentioned above.
Book Synopsis Leading Complex Projects by : Edward W. Merrow
Download or read book Leading Complex Projects written by Edward W. Merrow and published by John Wiley & Sons. This book was released on 2018-05-01 with total page 261 pages. Available in PDF, EPUB and Kindle. Book excerpt: Quantitative analysis of outcomes vs PMs at the individual level Leading Complex Projects takes a unique approach to post-mortem analysis to provide project managers with invaluable insight. For the first time, individual PM characteristics are quantitatively linked to project outcomes through a major study investigating the role of project leadership in the success and failure of complex industrial projects; hard data on the backgrounds, education, and personality characteristics of over 100 directors of complex projects is analyzed against the backdrop of project performance to provide insight into controllable determinants of outcomes. By placing these analyses alongside their own data, PMs will gain greater insight into areas of weakness and strength, locate recurring obstacles, and identify project components in need of greater planning, oversight, or control. The role of leadership is to deliver results; in project management, this means taking responsibility for project outcomes. PMs are driven by continuous improvement, and this book provides a wealth of insight to help you achieve the next step forward. Understand why small, simple projects consistently outperform larger, more complex projects Delve into the project manager's role in generating successful outcomes Examine the data from over 100 PMs of complex industrial projects Link PM characteristics to project outcome to find areas for improvement Complex industrial projects from around the world provide a solid basis for quantitative analysis of outcomes—and the PMs who drive them. Although the majority of the data is taken from projects in the petroleum industry, the insights gleaned from analysis are widely applicable across industry lines for PMs who lead complex projects of any stripe. Leading Complex Projects provides clear, data-backed improvement guidance for anyone in a project management role.
Book Synopsis An Opportunity for a Different Peru by : Marcelo Giugale
Download or read book An Opportunity for a Different Peru written by Marcelo Giugale and published by World Bank Publications. This book was released on 2007 with total page 860 pages. Available in PDF, EPUB and Kindle. Book excerpt: For the first time in the republican history of Peru, the presidential transition takes place in democracy, social peace, fast economic growth and favorable world markets. In other words, there has never been a better chance to build a different Peru - a richer country, more equal and governable. There are multiple ways to achieve that goal. New reforms must stem from a widespread and participatory debate, one of a common vision conceived for and by Peruvians. This book aims at making a technical and independent contribution to such debate; it summarizes the knowledge available about the challenges to be faced by the new administration. The study does not recommend silver bullets, but suggests policy options. It is based on the analysis of the current reality and in six decades of relationships with Peru, in which the Bank has implemented more than 100 projects and prepared more than 500 technical reports covering the wide range of development topics. When necessary, the study provides lessons that the Bank has learned elsewhere. The study provides a conceptual framework to the analysis of the country's 34 economic sectors and the two historical perspectives behind them. In doing so, it offers a comprehensive reform agenda that sheds light on possible priorities and courses of action.
Book Synopsis Consultative Selling by : Mack HANAN
Download or read book Consultative Selling written by Mack HANAN and published by AMACOM. This book was released on 2011-03-15 with total page 287 pages. Available in PDF, EPUB and Kindle. Book excerpt: When you help your customers and clients make profitable business decisions, the result is a win-win solution that can lead to a mutually beneficial long-term business relationship. In Consultative Selling, sales consultant Mack Hanan helps you achieve just that by introducing a formula that will take your sales to the next level--one that involves you exchanging your salesperson hat for that of a trusted consultant. You’ll learn how to: create a two-tiered sales model to separate consultative sales from commodity sales; build and use consultative databases for value propositions and proof of performance; study your customers’ cash flows to win proposals; use consultative selling strategies on the web; and cope with--and reverse--the inevitable “no.” For over four decades, Consultative Selling has empowered countless sales professionals to reap maximum success. Now, packed with new partnering strategies, cost/benefit analysis templates, detailed monetized value proposition models, outcome-based branding approaches, and powerful consulting tactics, the eighth edition of this invaluable resource will bring you wide-ranging success--making the competition irrelevant.
Book Synopsis Gestión de la atención al cliente by : Andrew Brown
Download or read book Gestión de la atención al cliente written by Andrew Brown and published by Ediciones Díaz de Santos. This book was released on 1992 with total page 148 pages. Available in PDF, EPUB and Kindle. Book excerpt: La gestión de la atención al cliente consiste simplemente en eso: en 'gestionar' la forma de atender al cliente. Desde siempre, el negocio se ha identificado con la competición. Se trata de competir por los mercados, por los territorios, por los lugares en los que se desarrolla la venta al por menor y, sobre todo, por los clientes. INDICE: El contexto. Asentar los cimientos dentro de la empresa. Asentar los cimientos con los clientes. Creación del programa de atención al cliente. Primera fase del control de calidad. Diseño de un sistema de servicio. Segunda fase de control. La calidad de lo que vende. Tercer control de calidad. Cómo se 'vende' a los empleados la atención al cliente. Formación y análisis transaccional. Tratamiento de reclamaciones. Publicación. Lanzamiento del programa de atención al cliente. Cómo 'vender' a la clientela la idea de la atención al cliente, con ayuda de los empleados. Postlanzamiento. El momento más difícil.
Book Synopsis The Guide for the Perplexed by : Moses Maimonides
Download or read book The Guide for the Perplexed written by Moses Maimonides and published by . This book was released on 1910 with total page 498 pages. Available in PDF, EPUB and Kindle. Book excerpt:
