Final Activities Unit 7
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ScribdTranslationsFinal Activities Unit 7
Uploaded by
ScribdTranslations2021-2022
CYAC
Answer the following questions:
1. Using a practical example, establish the difference that exists between a complaint, a
a suggestion and a complaint.
2. Reflect in a diagram the reasons that affect a customer's level of satisfaction with the good or
service received.
3. Who is easier to satisfy, a customer who expresses themselves or one who does not? Justify your answer.
List the channels available to a company to facilitate its customers expressing their
degree of satisfaction with the service received.
[Link] four rights that consumers have.
6. What elements should a complaints form have?
7. What does accessibility as a basic principle in complaint management consist of?
8. Order the steps followed for handling a complaint.
9. What does arbitration consist of in conflict resolution?
10. What does arbitration consist of in a negotiation?
11. Are the following statements true or false? Justify your answer.
a) A complaint always requests compensation from the company to which it is filed.
It is mandatory for the company to use a complaint model established by the Administration.
C) A claim must be mandatory filed by the claimant in a record of
any public Administration.
D) If the complained company signs the complaint form, it means that it agrees with what is
count on her.
12. Create a scheme that reflects the different channels available to the customer for
to submit a complaint form.
What mechanisms does a company have at its disposal to establish improvement mechanisms?
does it continue to the complaint handling system? (Quality in complaint management)
2021-2022
CYAC
14. Are the following statements true or false? Justify your answer.
a) Claims forms should not be visible to consumers. This reduces the
number of complaints and the quality of the service provided increases.
b) The claimant must have updated information available at all times about the
processing of the claim.
c) The company has no obligation to inform the claimant that it has received a
claim.
The first thing to do when handling a complaint is to find the culprit.
e) The complaint is closed at the time the solution is communicated to the claimant, whether it is
whether you like it or not.
F) The company must inform the claimant of the legal alternatives available to him.
to claim.
15. Miguel went to a department store to return an ironing center he had.
purchased ten days ago. The response that the establishment has proposed is that they would refund you.
the money, but not at the price at which it had been acquired, but at the price it was at that moment. Miguel
He/She thinks that is unfair and considers asking for a complaint form, but does not know what it should contain.
what to do with it once completed.
Explain what actions Miguel should take if he decided to do it.
16. Based on the ISO 10002:2004 standard, apply the basic principles of management
complaints regarding the established procedure for managing them in a company of
telecommunications.
17. Apply the basic principles of anomaly management to the following case: it is about a client
wants to file a complaint against a gas company because in the last two
months have passed with an erroneous billing in their services.
18. What steps should the gas company take if it wants to carry out proper management of the
Complaint that the customer from the previous activity has submitted for billing him incorrectly?
19. Explain what procedure should be followed to treat a customer with quality.
a restaurant that informs the manager of the establishment that they are unhappy with the delay
of the service provided by the waiters.
20. Determine which negotiation style corresponds to the following ways of acting:
a) The negotiator's way of acting is to avoid conflict at all costs.
The negotiator shows a high interest in both external and personal objectives.
The negotiator takes a position of sacrifice, seeking not to harm the relationship.
The negotiator's ultimate goal is to win the conflict, regardless of the cost.
21. Can a company sell a product without informing its customer of the basic rules of
use? Justify your answer.
