More Related Content Similar to Calidad servicio al cliente.fernando Similar to Calidad servicio al cliente.fernando (20) More from INSTITUCION TECNOLOGICA COLEGIO MAYOR DE BOLIVAR More from INSTITUCION TECNOLOGICA COLEGIO MAYOR DE BOLIVAR (20) Calidad servicio al cliente.fernando4. Enfoque hacia el Cliente El valor se mide con base en la “Percepción del Cliente” = x Enfoque hacia lo que “Debería” ser hecho para lograr el mayor impacto en el valor. x Valor Calidad Servicio Costo Tiempo 5. Conceptos de Calidad Total CALIDAD TOTAL Es un sistema: que se extiende a lo largo y ancho de la Organización que abarca todos los niveles, que incluye planificación, control y mejora de la calidad, para satisfacer las necesidades y expectativas de los clientes. 6. Conceptos Básicos CALIDAD TOTAL Es una actitud positiva y permanente que se manifiesta en : el pensar el sentir y el actuar. 7. ¿QUÉ SIGNIFICA PROPORCIONAR UN SERVICIO DE CALIDAD? Significa hacer que la mayor cantidad posibles de MOMENTOS DE VERDAD ¡¡¡¡ salgan bien !!!! 8. MOMENTO DE VERDAD Y debido a ese contacto tiene la oportunidad de formarse una impresión de la misma. Es una situación en la cual el cliente directa o indirectamente tiene un contacto con la Organización. 9. La Calidad se inicia en nuestras acciones. Si estas acciones son de Calidad, los Productos y Servicios serán de Calidad 10. Para que el producto o servicio logre la satisfacción del cliente, debe cumplir ciertas características que denominamos: REQUISITOS Estos deben ser negociados con el Cliente. 11. La Calidad se logra únicamente con la participación de todos los que están involucrados en el Proceso. La Calidad es un proceso contínuo de mejoramiento e implica cambio de Mentalidad. 13. PRECONDICIONES DEL SERVICIO AL CLIENTE 1. VOCACION Y APTITUDES PARA EL SERVICIO (RECLUTAMIENTO Y SELECCION EFECTIVA) 2. ACTITUD POSITIVA (AUSENCIA DE ESTRES Y FATIGA) 3. CAPACITACION (DESARROLLO DE HABILIDADES Y COMPETENCIAS DEL SERVICIO) 4. APOYO DE CALIDAD Y BUEN TRATO DEL JEFE. 15. NECESIDADES BASICAS DEL CLIENTES 1. NECESIDAD DE SER COMPRENDIDO (EMPATIA Y COMUNICACION EFECTIVA) 2. NECESIDAD DE SER RECIBIDO/VISITADO 3. NECESIDAD DE SENTIRSE IMPORTANTE (AUTOESTIMA) 4. NECESIDAD DE COMODIDAD (FISICA Y PSICOLOGICA) 16. LOS SIETE PECADOS DEL SERVICIO LAS ACTITUDES Y COMPORTAMIENTOS QUE NO SE DEBEN REALIZAR AL MOMENTO DE PRESTAR EL SERVICIO. 24. 1. CONOCER A LOS CLIENTES 2. CREAR VALOR PARA LOS CLIENTES 6. CAPACITAR AL PERSONAL 5. GENERAR LEALTAD EN LOS CLIENTES 4. GESTIONAR EN PROVECHO PROPIO LAS QUEJAS DE LOS CLIENTES 3. AUDITAR LA CALIDAD EN EL SERVICIO LOS 7 SECRETOS DEL SERVICIO AL CLIENTE 7. INTEGRAR LOS PROCESOS DE SERVICIO A LA ORG. Editor's Notes Notas _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ ____________________________________________________________________________________________________________________________________________________________________________________________________________________________ Notas _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ ____________________________________________________________________________________________________________________________________________________________________________________________________________________________ Notas _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ ____________________________________________________________________________________________________________________________________________________________________________________________________________________________ Notas _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ ____________________________________________________________________________________________________________________________________________________________________________________________________________________________ Notas _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ ____________________________________________________________________________________________________________________________________________________________________________________________________________________________ Notas _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ ____________________________________________________________________________________________________________________________________________________________________________________________________________________________ Notas _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ ____________________________________________________________________________________________________________________________________________________________________________________________________________________________ Notas _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ ____________________________________________________________________________________________________________________________________________________________________________________________________________________________ Notas _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ ____________________________________________________________________________________________________________________________________________________________________________________________________________________________ Notas _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ ____________________________________________________________________________________________________________________________________________________________________________________________________________________________ Notas _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ ____________________________________________________________________________________________________________________________________________________________________________________________________________________________ Notas _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ ____________________________________________________________________________________________________________________________________________________________________________________________________________________________ Notas _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ ____________________________________________________________________________________________________________________________________________________________________________________________________________________________ Notas _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ ____________________________________________________________________________________________________________________________________________________________________________________________________________________________ Notas _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ ____________________________________________________________________________________________________________________________________________________________________________________________________________________________ Notas _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ ____________________________________________________________________________________________________________________________________________________________________________________________________________________________ Notas _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ ____________________________________________________________________________________________________________________________________________________________________________________________________________________________ Notas _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ ____________________________________________________________________________________________________________________________________________________________________________________________________________________________ Notas _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ ____________________________________________________________________________________________________________________________________________________________________________________________________________________________ Notas _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ ____________________________________________________________________________________________________________________________________________________________________________________________________________________________ Notas _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ ____________________________________________________________________________________________________________________________________________________________________________________________________________________________ Notas _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ ____________________________________________________________________________________________________________________________________________________________________________________________________________________________ Notas _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ ____________________________________________________________________________________________________________________________________________________________________________________________________________________________ Notas _________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ ____________________________________________________________________________________________________________________________________________________________________________________________________________________________