{"id":127,"date":"2019-07-10T12:13:40","date_gmt":"2019-07-10T10:13:40","guid":{"rendered":"https:\/\/mstholdingblog.com\/?p=127"},"modified":"2023-06-06T16:59:49","modified_gmt":"2023-06-06T14:59:49","slug":"los-cinco-puntos-basicos-de-la-atencion-telefonica","status":"publish","type":"post","link":"https:\/\/www.mstholding.com\/blog\/los-cinco-puntos-basicos-de-la-atencion-telefonica\/","title":{"rendered":"Los cinco puntos b\u00e1sicos de la atenci\u00f3n telef\u00f3nica"},"content":{"rendered":"<p><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone size-full wp-image-128\" src=\"https:\/\/www.mstholding.com\/blog\/wp-content\/uploads\/2019\/08\/speak-238488_1920.jpg\" alt=\"speak-238488_1920\" width=\"1920\" height=\"1280\" srcset=\"https:\/\/www.mstholding.com\/blog\/wp-content\/uploads\/2019\/08\/speak-238488_1920.jpg 1920w, https:\/\/www.mstholding.com\/blog\/wp-content\/uploads\/2019\/08\/speak-238488_1920-300x200.jpg 300w, https:\/\/www.mstholding.com\/blog\/wp-content\/uploads\/2019\/08\/speak-238488_1920-1024x683.jpg 1024w, https:\/\/www.mstholding.com\/blog\/wp-content\/uploads\/2019\/08\/speak-238488_1920-768x512.jpg 768w, https:\/\/www.mstholding.com\/blog\/wp-content\/uploads\/2019\/08\/speak-238488_1920-1536x1024.jpg 1536w, https:\/\/www.mstholding.com\/blog\/wp-content\/uploads\/2019\/08\/speak-238488_1920-1568x1045.jpg 1568w\" sizes=\"(max-width: 1920px) 100vw, 1920px\" \/><\/p>\n<h3>\u00bfC\u00f3mo debemos comunicarnos para ser efectivos?<\/h3>\n<p>Una buena atenci\u00f3n telef\u00f3nica personal permanente constituye un valor a\u00f1adido para la empresa y una ventaja comparativa frente a la competencia. De ah\u00ed la relevancia que tiene el hecho de que cualquier empleado, y no s\u00f3lo los de telemarketing, sea capaz de gestionar con un m\u00ednimo de garant\u00edas una herramienta tan aparentemente simple y tan cotidiana como es la atenci\u00f3n y la coordinaci\u00f3n telef\u00f3nica.<\/p>\n<p>Pese a que el Grupo MST tiene su propio est\u00e1ndar de calidad de gesti\u00f3n telef\u00f3nica, no est\u00e1 de m\u00e1s tambi\u00e9n dar un vistazo a los cinco consejos b\u00e1sicos que ofrecen los expertos sobre esta cuesti\u00f3n y que son los siguientes:<\/p>\n<p><strong>1. Hablar despacio y con claridad<\/strong>. Si un posible cliente llama por primera vez, puede que no entienda una sola palabra si se le responde con apresuramiento al recitar el nombre de la empresa y otros datos b\u00e1sicos. Ello es a\u00fan m\u00e1s importante en el caso en que se proporcione informaci\u00f3n que necesita anotarse.<\/p>\n<p><strong>2.-Aportar inicialmente los datos de identificaci\u00f3n<\/strong>. Es preciso proporcionar al inicio de la conversaci\u00f3n el nombre del empleado, de la organizaci\u00f3n y del departamento, se solicite o no por parte del interlocutor. De esta manera se evitan confusiones, gastos innecesarios de tiempo y posibles p\u00e9rdidas de oportunidad de negocio.<\/p>\n<p><strong>3.-Requerir los datos del interlocutor<\/strong>. Tras escuchar el planteamiento inicial del interlocutor, deben siempre requerirse y anotarse aquellos datos que permiten la identificaci\u00f3n y localizaci\u00f3n del mismo, debido a que la comunicaci\u00f3n puede interrumpirse inesperadamente.\u00a0 Sin esta informaci\u00f3n b\u00e1sica no puede realizarse ninguna gesti\u00f3n posterior.<\/p>\n<p><strong>4.-Gestionar y coordinar la llamada<\/strong>. Si no se puede dar una respuesta inmediata a la solicitud, consulta el requerimiento del comunicante, hay dos procedimientos b\u00e1sicos de actuaci\u00f3n: llamar m\u00e1s tarde con una respuesta definida en un intervalo razonable, o bien transferir la llamada a otro empleado o departamento pertinentes. En ambos casos, nunca debe dejarse sin solucionar un asunto, sea o no de la incumbencia espec\u00edfica de quien primero atendi\u00f3 la llamada. Hay que devolver inexcusablemente la llamada o bien asegurarse de que la gesti\u00f3n ha seguido su curso y el asunto se encuentra encauzado.<\/p>\n<p><strong>5.-Dar un tratamiento correcto y amable<\/strong>. Aunque pueda parecer trivial recordarlo, el hecho es que muy pocas llamadas de clientes o posibles clientes son de agradecimiento o felicitaci\u00f3n. Una gran parte de las comunicaciones consisten en quejas, reclamaciones y aclaraciones, y a pesar de ello, o mejor, debido precisamente a ello, la capacidad de atenci\u00f3n y gesti\u00f3n que se desarrolle en estos casos constituye el mejor valor a\u00f1adido de la empresa para conservar a sus clientes descontentos.<\/p>\n<p>Si quieres que mejorar el departamento de atenci\u00f3n al cliente de tu empresa\u00a0<a href=\"http:\/\/www.consultingc3.com\/formacion\/curso-de-atencion-al-cliente-y-habilidades-comunicativas\/\">puedes adquirir uno de los cursos de formaci\u00f3n de Consulting C3.<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u00bfC\u00f3mo debemos comunicarnos para ser efectivos? Una buena atenci\u00f3n telef\u00f3nica personal permanente constituye un valor a\u00f1adido para la empresa y una ventaja comparativa frente a la competencia. De ah\u00ed la relevancia que tiene el hecho de que cualquier empleado, y no s\u00f3lo los de telemarketing, sea capaz de gestionar con un m\u00ednimo de garant\u00edas una [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_crdt_document":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[3],"tags":[16],"class_list":["post-127","post","type-post","status-publish","format-standard","hentry","category-noticias","tag-barcelona"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\r\n<title>Los cinco puntos b\u00e1sicos de la atenci\u00f3n telef\u00f3nica - MST Holding Blog<\/title>\r\n<meta name=\"description\" content=\"Una buena atenci\u00f3n telef\u00f3nica personal permanente constituye un valor a\u00f1adido para la empresa y una ventaja comparativa frente a la competencia.\" \/>\r\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\r\n<link rel=\"canonical\" href=\"https:\/\/www.mstholding.com\/blog\/los-cinco-puntos-basicos-de-la-atencion-telefonica\/\" \/>\r\n<meta property=\"og:locale\" content=\"es_ES\" \/>\r\n<meta property=\"og:type\" content=\"article\" \/>\r\n<meta property=\"og:title\" content=\"Los cinco puntos b\u00e1sicos de la atenci\u00f3n telef\u00f3nica - 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