Gestión de quejas y reclamaciones

Synopsis of Gestión de quejas y reclamaciones

This book provides a practical guide on how to turn customer complaints into opportunities for continuous improvement and loyalty. Aimed at professionals in any sector, the work analyzes the psychological aspects behind complaints, helping to understand customer expectations and manage conflicts effectively through emotional intelligence and smart decision-making. The author, José María Acosta Vera, proposes strategies to lead a culture of organizational change, allowing companies to recover customers and ensure excellent service. Through a practical approach, the text helps identify and modify deeply rooted negative behaviors, turning customer service into a competitive advantage.