preguntas

referencia entrevista

El ________ en la información especializada para una búsqueda lleva tiempo, suele responder a una cita previa y se lleva a cabo en un entorno de cierta privacidad.

Público entidad

En muchos casos, es la única respuesta que necesita el ________, por lo que es un aspecto vital para la relación con el usuario, donde comienza a generarse confianza.

Autoafirmación

El ________ es una técnica que nos permite expresarnos tal como somos, diciendo lo que pensamos, sin provocar conductas agresivas, rechazo o huida en otras personas, y también sin mantener ningún sentido de lucha o agresión interna.

discurso tasa

El ________ no debe ser tan rápido como para ser ininteligible para el receptor.

Información

________ u orientación es la base del servicio al usuario, que se proporciona para responder a cualquier solicitud o procedimiento desde el principio.

Inmediato servicio

Por lo general, se prefiere ________ al solicitar búsquedas, pero la naturaleza de esta disposición significa que una búsqueda que se retrase con el tiempo puede ser más apropiada, por rigurosa y completa que sea.

Fiabilidad

________: garantías sobre el valor y la calidad de la información recibida.

inmediato comunicación

CARE implica ________: el servidor y el usuario intercambian mensajes de forma continua, también utilizando un lenguaje no verbal.

Eficacia

________: obtención de resultados y respuestas reales.

Respuesta teléfono

Evite: ________ llamadas durante todo el proceso de atención.

personal peculiaridades

Tratamiento individualizado: atención a ________.

general información

Resuma las instrucciones o ________ con notas breves, siempre escritas con letra grande y clara.

Facilidad

________: sencillez, comodidad, ahorro de esfuerzo Concentración: encontrar la respuesta completa en un solo lugar, de una sola manera.

Ojo contacto

________ indica que el canal de comunicación está abierto.

General Objetivo Proporcionar

________ una herramienta de trabajo que facilita la gestión de situaciones en términos de relaciones personales y que propone diversas opciones que pueden evitar conflictos, a fin de promover una cultura de buen servicio a los usuarios de los servicios prestados por las entidades públicas.

Difícil situaciones

Los ________ suelen surgir debido a la incómoda situación que, en un momento dado, afecta tanto al usuario como al Servidor.

referencia entrevista

La búsqueda de información, además de un «________», suele requerir un trabajo relativamente lento y riguroso, a menudo retrasado en el tiempo, que implica gestionar y contrastar diversas fuentes de información, hacer una selección y evaluación de la documentación, presentar adecuadamente los resultados, etc.

The expectations of users are increasing

they are not satisfied with poor quality care, they are not easy to satisfy, because they are well-trained and informed

Effectiveness

real obtaining results and responses

Speed

time is a fundamental factor, always scarce and valuable

Reliability

guarantees about the value and quality of the information received

Individualized treatment

attention to personal peculiarities

Using words that are too technical, or too familiar or ambiguous

you should be simple in your language

CARE involves immediate communication

the server and the user exchange messages continuously, also using non-verbal language

Attempt to

Welcome and treat the user in a friendly and cordial manner

Avoid

Answer phone calls for the duration of the care process

It is not advisable to be invisible, on your back or on your side, etc., but rather to come into eye contact with our users

look at them and let them see us

When we see disoriented, hesitant or expectant users, we must offer help, be interested

"Can I help you with anything?"

It is important to make transparent the user's personal commitment to solving the problem

"As soon as I have a moment, I'll consult them and call them", "I'll take care of it"

When we detect it, we will act accordingly

"Go to

In general, four fundamental variables must be taken into account that may positively or negatively affect the interaction of customer service staff with the user

a

Having the documents and materials necessary for the correct attention of the call in close proximity and in sight

the computer equipment with all the necessary programs

Whether you are going to request the presence of a specific interlocutor, or if you intend to request information, it is recommended to use conditional verbal forms and not with an imperative sense, such as

"Please, could you contact,", "Please, I would like to speak with,", "Please, could you inform me of,"

For this purpose, for example, the following formula will be used

"Thank you for your help, Good morning/afternoon"

If I need a little more time to execute the task, an answer must be given to let the user know this situation, such as

¨Your request has been registered, I am working on it, as soon as I resolve it I will let you know, thank you very much

For a good general information service, printed documentation must be displayed near the service module and in the access environment (announcements)

brochures, information sheets, printed matter sheets, posters, etc

The precise and detailed definition of the problem

"Tell me about the topic you are working on", "What would you like to know about X?"

Previous searches or user experiences on the subject

"What have you found so far?"

A sincere clarification of the value of the information provided is usually pertinent

its reliability, completeness, usefulness, limitations, etc

We will naturally use verbal expressions related to vision

"You'll see how you don't have any problems", "Let's see,", etc.)

Specify the positions of physical elements with reference to the person in question

"To your left", "Right behind you"

The disgruntled person believes that they have good reasons to be disgruntled

it is not common for someone to get angry just because they do so

You have to be careful when expressing yourself

never say that the problem is not important because if the user complains it is because they consider it important

Do not reduce or blame the user Don't blame the Institution

we are the Institution Don't respond with anger or aggression

It consists of recognizing that our interlocutor, in part or in all, may be right, but that ultimately we have to adjust to our mode of action and we don't feel ashamed or anxious about it, nor are we on the defensive

"Yes, you are right, but,", "Yes, it is possible that.., however", "You are right, but you will understand that we have to conform to our procedures."

If, despite our explanation, he insists, it may be a good time to use the "broken record" technique

we will let him speak and we will repeatedly indicate that we understand his motives and/or needs, but that, ultimately, we have to adjust to our mode of action