{"id":23903,"date":"2025-01-30T23:07:25","date_gmt":"2025-01-30T23:07:25","guid":{"rendered":"https:\/\/abexis.es\/index.php\/product\/gestion-de-la-venta-y-su-cobro-atencion-de-quejas-y-reclamaciones\/"},"modified":"2025-06-16T12:08:13","modified_gmt":"2025-06-16T12:08:13","slug":"gestion-de-la-venta-y-su-cobro-atencion-de-quejas-y-reclamaciones","status":"publish","type":"product","link":"https:\/\/abexis.es\/index.php\/product\/gestion-de-la-venta-y-su-cobro-atencion-de-quejas-y-reclamaciones\/","title":{"rendered":"GESTI\u00d3N DE LA VENTA Y SU COBRO. ATENCI\u00d3N DE QUEJAS Y RECLAMACIONES"},"content":{"rendered":"<p>1. GESTI\u00d3N COMERCIAL<br \/>\n 1.1. La \u201cconciencia comercial\u201d: qu\u00e9 supone concebir la relaci\u00f3n con los clientes desde una perspectiva<br \/>\n comercial<br \/>\n 1.2. Que es vender. Nuevas formas comerciales. Proceso de compra- venta<br \/>\n 1.3. Tipolog\u00eda de la venta. La venta personal.<br \/>\n 1.4. El punto de venta y el merchandising.<br \/>\n 1.5. Organizaci\u00f3n del trabajo: gesti\u00f3n de la cartera de clientes.<br \/>\n 2. LA RELACI\u00d3N CON EL CLIENTE.<br \/>\n 2.1. Calidad del servicio al cliente.<br \/>\n 2.2. Perfil del cliente actual.<br \/>\n 2.3. Derechos y obligaciones del cliente.<br \/>\n 2.4. Tipolog\u00eda de comportamientos del cliente y estrategias de gesti\u00f3n.<br \/>\n 2.5. Instituciones y Servicios de Protecci\u00f3n al consumidor.<br \/>\n 3. SERVICIO DE ATENCI\u00d3N AL CLIENTE. QUEJAS Y RECLAMACIONES.<br \/>\n 3.1. Procedimiento y normativa en los procesos de reclamaci\u00f3n. Documentos necesarios.<br \/>\n 3.2. Habilidades de comunicaci\u00f3n en el servicio de atenci\u00f3n al cliente.<br \/>\n 3.3. La comunicaci\u00f3n: instrumento de relaci\u00f3n y atenci\u00f3n al cliente.<br \/>\n 3.4. El lenguaje positivo.<br \/>\n 3.5. Los diferentes estilos de comunicaci\u00f3n.<br \/>\n 3.6. T\u00e9cnicas de negociaci\u00f3n.<br \/>\n 3.7. El manejo y la resoluci\u00f3n de conflictos.<br \/>\n 3.8. La conducta de los clientes en situaciones dif\u00edciles.<br \/>\n 3.9. Instrumentos para hacer frente a las situaciones dif\u00edciles.<br \/>\n 3.10. El proceso de atenci\u00f3n de quejas y reclamaciones.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Organizar la gesti\u00f3n de la cartera de clientes de manera eficiente, mejorar la calidad de la atenci\u00f3n al cliente y reconocer todos los elementos que influyen en la atenci\u00f3n de las quejas y las reclamaciones de los clientes.<\/p>\n","protected":false},"featured_media":23564,"template":"","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":""},"product_brand":[],"product_cat":[37],"product_tag":[],"class_list":["post-23903","product","type-product","status-publish","has-post-thumbnail","product_cat-comercio-y-marketing","first","instock","virtual","taxable","purchasable","product-type-simple"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>GESTI\u00d3N DE LA VENTA Y SU COBRO. 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