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Approche Client

This class was created by Brainscape user Francois Lalumière-Bédard. Visit their profile to learn more about the creator.

By: Francois Lalumière-Bédard
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Decks in this class (6)

Thème 1 - Les Caractéristiques De Base Du Service À La Clientèle
Quels sont les quatre caracterist...,
Donner un exemple pour la caracte...,
Donner un exemple pour la caracte...
13  cards
Thème 2 - Les Concepts De Qualité Et Les Facteurs Influençant La Qualité De Service
Qu est ce que la qualite percu,
Qu est ce que la qualite percu se...,
Qu est ce que la qualite percu du...
19  cards
Thème 3 - L'offre Et La Demande Dans Les Services Et L'évaluation De La Qualité
Quels sont les quatre zones de ca...,
Quelle est la definition de depas...,
Quelle est la definition de surut...
21  cards
Thème 4 - Les Normes Et Les Promesses
Quels sont les deux types de prom...,
Qu est ce que la promesse explicite,
Qu est ce qu une promesse implicite
8  cards
Thème 5 - Les Outils De Contrôle Et De Mesure De La Qualité De Service
Quelle est la definition de servu...,
Quels sont les elements d un serv...,
Quels sont les trois relations en...
14  cards
Indicateurs Clés De La Performance (KPI)
Taux de retention client crr,
Indice de satisfaction de la clie...,
Taux net de recommandation nps
5  cards

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Approche Client

  • Class purpose General learning

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