{"id":23969,"date":"2025-01-30T23:07:31","date_gmt":"2025-01-30T23:07:31","guid":{"rendered":"https:\/\/abexis.es\/index.php\/product\/satisfaccion-de-clientes-calidad-y-atencion-telefonica-de-quejas\/"},"modified":"2025-06-16T12:08:16","modified_gmt":"2025-06-16T12:08:16","slug":"satisfaccion-de-clientes-calidad-y-atencion-telefonica-de-quejas","status":"publish","type":"product","link":"https:\/\/abexis.es\/index.php\/product\/satisfaccion-de-clientes-calidad-y-atencion-telefonica-de-quejas\/","title":{"rendered":"SATISFACCI\u00d3N DE CLIENTES, CALIDAD Y ATENCI\u00d3N TELEF\u00d3NICA DE QUEJAS"},"content":{"rendered":"

1. CONCEPTO Y CRITERIOS DE CALIDAD
\n 1.1. Concepto de calidad.
\n 1.2. La calidad en el sector servicios.
\n 1.3. El sistema de calidad.
\n 1.4. \u00bfQu\u00e9 es un sistema de calidad?<\/p>\n

2. EL CERTIFICADO DE CALIDAD ISO 9001
\n 2.1. Desarrollo del sistema de calidad.
\n 2.2. Calidad frente a no calidad.
\n 2.3 la utilidad de la calidad.
\n 2.4. Servicio y calidad de trato.
\n 2.5 Atenci\u00f3n al cliente en el puesto de trabajo.<\/p>\n

3. LA SATISFACCION DEL CLIENTE<\/p>\n

4. LA FIDELIZACION DEL CLIENTE<\/p>\n

5. RESOLUCION DE QUEJAS<\/p>\n

6. EL ABANDONO DE CLIENTES
\n 6.1. \u00bfQu\u00e9 desean los clientes de servicios?
\n 6.2. La creaci\u00f3n de valor para el cliente.
\n 6.3. Gesti\u00f3n de las expectativas del cliente.
\n 6.4. Percepciones.
\n 6.5. Motivaci\u00f3n.
\n 6.6. Actitudes.<\/p>\n

7. TIPOLOGIAS DE CLIENTES Y NORMAS DE TRATO
\n 7.1. Importancia del empleado en la atenci\u00f3n al cliente.
\n 7.2. Actitudes de los empleados.
\n 7.3. Cliente interno, cliente externo.
\n 7.4. El proceso de la comunicaci\u00f3n.
\n 7.5. La comunicaci\u00f3n no verbal.
\n 7.6. La escucha eficaz.<\/p>\n

8. LA ATENCION TELEFONICA
\n 8.1. Componentes de la comunicaci\u00f3n telef\u00f3nica.
\n 8.2. La correcta recepci\u00f3n de llamadas.
\n 8.3. C\u00f3mo atender las llamadas de reclamaci\u00f3n.
\n 8.4. Habilidades y actitud de quien atiende el tel\u00e9fono.<\/p>\n","protected":false},"excerpt":{"rendered":"

Adquirir los conocimientos de los sistemas de gesti\u00f3n de calidad de la norma ISO 9000
\n y los diferentes procedimientos en relaci\u00f3n con el trato al cliente y su atenci\u00f3n
\n telef\u00f3nica.<\/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-23969","product","type-product","status-publish","has-post-thumbnail","product_cat-comercio-y-marketing","first","instock","virtual","taxable","purchasable","product-type-simple"],"yoast_head":"\nSATISFACCI\u00d3N DE CLIENTES, CALIDAD Y ATENCI\u00d3N TELEF\u00d3NICA DE QUEJAS -<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/abexis.es\/index.php\/product\/satisfaccion-de-clientes-calidad-y-atencion-telefonica-de-quejas\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"SATISFACCI\u00d3N DE CLIENTES, CALIDAD Y ATENCI\u00d3N 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