Comunicación y atención al cliente en hostelería y turismo. UF0042.

Name: Comunicación y atención al cliente en hostelería y turismo. UF0042.
Brand: Atlantic Books
SKU: 9788417943967
Price: 2349.0 INR
Availability: OutOfStock

by Miguel Ángel Ladrón de Guevara , Eguzkiñe Urreta Okeranza

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ISBN13: 9788417943967
Binding: Paperback
Subject: N/A
Publisher: Tutor Formacion
Publisher Imprint: Tutor Formacion
Publication Date: February 11, 2025
Pages: 68
Original Price: GBP 21.84
Language: Spanish
Edition: N/A
Item Weight: 241 grams
BISAC Subject(s): Customer Relations

About The Book

Este Manual es el más adecuado para impartir la UF0042 "Comunicación y atención al cliente en hostelería y turismo" de los Certificados de Profesionalidad, y cumple fielmente con los contenidos del Real Decreto.
Puede solicitar gratuitamente las soluciones a todas las actividades en el email tutor@tutorformacion.es

Capacidades que se adquieren con este Manual:

Aplicar técnicas y habilidades de comunicación y atención al cliente de uso común en establecimientos turísticos, a fin de satisfacer sus expectativas y materializar futuras ventas.

- Definir los factores que determinan las diferentes tipologías de clientes.
- Interpretar normas de actuación en función de la tipología de clientes.
- Distinguir modalidades de atención al cliente, según se trate de:
- Contacto directo comunicación cara a cara.
- Contacto no directo a través de teléfono, correo y otras.
- Relacionar el uso de las técnicas y habilidades de comunicación con las diferentes situaciones de atención e información más habituales en establecimientos de hostelería y turismo.
- Identificar las etapas y los factores clave para obtener la satisfacción del cliente, describiendo los procedimientos y técnicas de comunicación más usuales.
- Ejemplificar diversas situaciones de solución de conflictos ante la formulación de quejas y reclamaciones habituales en establecimientos de hostelería y turismo.
- Describir los procesos de acogida, despedida y atención al cliente, identificando las etapas y los factores clave para conseguir su satisfacción.
- Identificar y describir los atributos del producto turístico de la zona y explicar el impacto que tienen sobre su desarrollo turístico.
- En contextos de trabajo, aplicar las técnicas y habilidades de comunicación apropiadas a cada situación que impliquen atención e información al cliente en hostelería y turismo.
- Argumentar la necesidad de atender a los potenciales clientes con cortesía y elegancia, procurando satisfacer sus hábitos, gustos y necesidades de información, resolviendo con amabilidad y discreción sus quejas, y potenciando la buena imagen de la entidad que presta el servicio.
- Justificar la importancia de actuar con rapidez y precisión en todos los procesos de creación y prestación de servicios, desde el punto de vista de la percepción de la calidad por parte de los clientes.

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