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dc.contributor.advisorNivela Icaza, José María
dc.contributor.authorPeralta Burgos, Raúl Armando
dc.date.accessioned2022-09-21T05:13:00Z
dc.date.available2022-09-21T05:13:00Z
dc.date.issued2022
dc.identifier.urihttp://dspace.utb.edu.ec/handle/49000/12509
dc.descriptionThe case study entitled CUSTOMER SERVICE IN THE "DOÑA BLANQUITA" COMMERCIALIZER OF THE RICAURTE PARISH PERIOD 2021, has as its general objective "to analyze customer service in the "Doña Blanquita" Marketer of the Ricaurte Parish, through the situational identification of the same”, applying the methodological approach method that allowed to know the problematic situation of the organization through an investigation that consisted in the search for information through an interview directed to the owner, a survey directed to the clients of the aforementioned company; In addition to technically knowing the different key concepts in the investigation, concluding that the main shortcomings that affect the commercial are: the inappropriate response times when knowing what the needs of the clients are, the quality of information offered of the products is generated by the ignorance of the characteristics on the part of the collaborators, which has presented complaints and claims of the clients towards the commercial establishment; In addition, customer service is not efficient due to the various shortcomings mentioned above, at the same time not applying training strategies to staff, sales and advertising that allow the marketer to increase sales, not focusing more effort on satisfying customers. customers, not carrying out the post-sale process to retain and attract customers to retain them, all this has not allowed growth as an organization.es_ES
dc.descriptionThe case study entitled CUSTOMER SERVICE IN THE "DOÑA BLANQUITA" COMMERCIALIZER OF THE RICAURTE PARISH PERIOD 2021, has as its general objective "to analyze customer service in the "Doña Blanquita" Marketer of the Ricaurte Parish, through the situational identification of the same”, applying the methodological approach method that allowed to know the problematic situation of the organization through an investigation that consisted in the search for information through an interview directed to the owner, a survey directed to the clients of the aforementioned company; In addition to technically knowing the different key concepts in the investigation, concluding that the main shortcomings that affect the commercial are: the inappropriate response times when knowing what the needs of the clients are, the quality of information offered of the products is generated by the ignorance of the characteristics on the part of the collaborators, which has presented complaints and claims of the clients towards the commercial establishment; In addition, customer service is not efficient due to the various shortcomings mentioned above, at the same time not applying training strategies to staff, sales and advertising that allow the marketer to increase sales, not focusing more effort on satisfying customers. customers, not carrying out the post-sale process to retain and attract customers to retain them, all this has not allowed growth as an organization.es_ES
dc.description.abstractEl estudio de caso titulado ATENCIÓN AL CLIENTE EN LA COMERCIALIZADORA “DOÑA BLANQUITA” DE LA PARROQUIA RICAURTE PERÍODO 2021, tiene como objetivo general “analizar la atención al cliente en la Comercializadora “Doña Blanquita” de la Parroquia Ricaurte, mediante la identificación situacional de la misma”, aplicando el método de aproximación metodológica que permitió conocer la situación problemática de la organización mediante una investigación que consistía en la búsqueda de información a través de una entrevista dirigida al propietario, una encuesta dirigida a los clientes de la empresa antes mencionada; además de conocer de manera técnica los diferentes conceptos claves en la investigación, llegando a concluir que las principales falencias que afectan al comercial son: los tiempos de respuestas no oportunos al momento de conocer cuáles son las necesidades de los clientes, la calidad de información ofrecida de los productos se genera por el desconocimiento de las características por parte de los colaboradores lo cual ha presentado quejas y reclamos de los clientes hacia el establecimiento comercial; además la atención al cliente no es eficiente debido a las diversas falencias antes mencionadas, al mismo tiempo de no aplicar estrategias de capacitaciones al personal, ventas y publicitarias que permita a la comercializadora aumentar sus ventas, el no centrar un mayor esfuerzo en satisfacer a los clientes, el no realizar el proceso de la post venta para retener y captar clientes para fidelizarlos, todo esto no ha permitido tener un crecimiento como organización.es_ES
dc.format.extent38 p.es_ES
dc.language.isoeses_ES
dc.publisherBabahoyo: UTB-FAFI. 2022es_ES
dc.rightsAtribución-NoComercial-SinDerivadas 3.0 Ecuador*
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/3.0/ec/*
dc.subjectAtenciónes_ES
dc.subjectClientees_ES
dc.subjectEmpleadoses_ES
dc.subjectSatisfacciónes_ES
dc.subjectVentases_ES
dc.titleAtención al cliente en la Comercializadora “Doña Blanquita” de la Parroquia Ricaurte período 2021.es_ES
dc.typebachelorThesises_ES


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Atribución-NoComercial-SinDerivadas 3.0 Ecuador
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