Fecha : 28 de Enero 6:00 pm a 10:00 pm
Lugar : Colegio de Ingenieros del Perú


En todo negocio siempre existirán las quejas y reclamos por parte del cliente, ya sea que se trate de un cliente muy exigente o seamos nosotros mismos los que cometimos algún error.
Ante la aparición de estos inconvenientes debemos ser conscientes de que nos encontramos ante una situación difícil, pero antes de preocuparnos por perder al cliente y de que cuente su mala experiencia a otras personas debemos tomar la situación como una oportunidad.

Al finalizar el programa, los participantes estarán en capacidad de:
•  Preparar a los participantes en el uso de un estilo de interacción eficaz con el cliente en situaciones de conflicto.
•  Ayudar a los participantes a planificar la interacción futura.
•  Aplicar reglas que gobiernen y mejoren la comunicación.
•  Aprender a manejar el autocontrol.
•  Aprender a diferenciar las quejas de reclamos.
•  Aprender a gestionar quejas y reclamos desde su propia identidad.

Profesionales y público en general que quiera mejorar sus habilidades socios emocionales en el área laboral.

El curso-taller se desarrolla a través de una modalidad activo-participativa:
Realización de ejercicios sobre contextos y situaciones reales
Demostraciones prácticas
Dinámicas de grupo y juegos de aprendizaje
Recursos de Video


•  Debilidades que originan reacciones negativas en los clientes.

•  Cómo mantener una actitud dialogante con un cliente difícil o que está fuera de control.

• 7 frases mortales que pueden hacernos perder clientes.

•  Qué debemos evitar para no enloquecer a nuestros clientes.

•  La presencia de conflictos.

•  Razones por la cuales se crean conflictos.

•  Conflictos destructivos y constructivos

•  Conflictos que alejan a los clientes.

•  Indicadores de conflictos.

•  Acciones generadoras de conflicto.

•  Una diferencia clave entre queja y reclamo.

•  Cómo gestionar una queja. Cómo gestionar un reclamo.

•  Métodos para enfrentar los conflictos.

•  Estilos y estrategias en el manejo de conflictos.

•  Consejos sobre la resolución del conflicto.

•  Gestión de inconformidades.

EXPOSITORA – Florence Arce Ross
Realizó sus estudios de Psicología en la Universidad de Sao Paulo , Brasil con especialización en Marketing, Ventas y Andragogía en la Universidad del Pacífico.   Es actual expositora de seminarios a nivel nacional. Profesora titular de la carrera de marketing del Instituto Peruano de Marketing desde 1996. es expositora de entidades como: Congreso de la República, Colegio Médico del Perú, Colegio odontólogico del Perú, Prom- Pymes,  Sociedad de Medicina alternativa. dictado de cursos y seminarios como invitada en: Universidad del Pacifico, Universidad Científica del Sur, (Universidad Privada Antonio Orrego de Trujillo) ,Universidad San Martin de Porras, Universidad Catolica etc. Ejerció el cargo de jefe de selección y capacitación en AFP INTEGRA a nivel nacional desde su fundación, y fue capacitad a en Chile. Asesora y entrenadora del personal de ventas y servicio al cliente de más de 100 empresas nacionales como E.WONG y METRO, AFP INTEGRA, ALICORP, SIEMENS, GRUPO ROKY´S, MULTICINES UVK, entre otras.


S/.220.00 cada participante.
Brindamos 20% de Descuento a partir de 3 participantes . Todos los precios Incluyen IGV


Banco de Crédito
Cta. Cte. Soles 191-1935917-0-15

Efectivo o cheque a nombre de

Material de Trabajo, Certificado de Participación, Coffee Break


Colegio de Ingenieros del Perú –
Consejo Nacional
Av. Arequipa 4947 Miraflores

Fecha y Hora

28 Enero de 6:00 pm a 10:00 pm


Grupo Avance Profesional S.A.C
Ruc 20547682492
Capacitación de Alto Nivel Profesional

Informes e Inscripciones:
Av. 2 de Mayo Nº 516 Torre B Of. 201 – Miraflores
Solicitar Ficha de Inscripción
a los Teléfonos 6510260 / RPC 993199684
/Nextel 51*639*206


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