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dc.contributor.advisorColcha Seilema, Alberto Eduardo
dc.contributor.authorRamos Cepeda, Karina Elizabeth
dc.date.accessioned2022-09-30T05:00:38Z
dc.date.available2022-09-30T05:00:38Z
dc.date.issued2022
dc.identifier.urihttp://dspace.utb.edu.ec/handle/49000/12603
dc.descriptionThe present case study was carried out in the company Dismero S.A of the Montalvo canton, it is a supermarket that started 5 years ago in the commercial activities of the canton, offering varieties of massive products at affordable prices, it is currently the most visited supermarket by consumers due to which they express that they have very convenient costs for users, however, one of the drawbacks is the dissatisfaction of customer service by employees since they are not cordial, attentive and helpful, therefore their lack of training in how to treating or helping customers lead to a bad image of the supermarket, since customer service is definitely an essential component for any company. One of the main reasons for which the employee does not perform his function well in customer satisfaction is due to the lack of motivation since his work environment is also not harmonious and by ignoring the needs of consumers, he provides a bad service experience and this results in the loss of customers who will go to the competition. That is why every company must be very clear that it is essential to listen to the needs of its customers since there are many factors that affect the attention of consumers, whether it is the skills of the employees or the expectations they hope to obtain with the supermarket, always keeping in mind that the consumer lies in the success of a company.es_ES
dc.descriptionThe present case study was carried out in the company Dismero S.A of the Montalvo canton, it is a supermarket that started 5 years ago in the commercial activities of the canton, offering varieties of massive products at affordable prices, it is currently the most visited supermarket by consumers due to which they express that they have very convenient costs for users, however, one of the drawbacks is the dissatisfaction of customer service by employees since they are not cordial, attentive and helpful, therefore their lack of training in how to treating or helping customers lead to a bad image of the supermarket, since customer service is definitely an essential component for any company. One of the main reasons for which the employee does not perform his function well in customer satisfaction is due to the lack of motivation since his work environment is also not harmonious and by ignoring the needs of consumers, he provides a bad service experience and this results in the loss of customers who will go to the competition. That is why every company must be very clear that it is essential to listen to the needs of its customers since there are many factors that affect the attention of consumers, whether it is the skills of the employees or the expectations they hope to obtain with the supermarket, always keeping in mind that the consumer lies in the success of a company.es_ES
dc.description.abstractEl presente caso de estudio se realizó en la empresa Dismero S.A del cantón Montalvo, es un supermercado que inicio hace 5 años en las actividades comerciales del cantón, brindando variedades de productos masivos a precios accesibles, actualmente es el supermercado más visitado por los consumidores debido a que expresan que tienen costos muy convenientes para los usuarios, sin embargo, unos de los inconvenientes es la insatisfacción de atención al cliente por parte de los empleados ya que no son cordiales, atentos y serviciales, por lo tanto su falta de capacitación al cómo tratar o ayudar a los clientes proceden a tener mala imagen del supermercado, ya que la atención al cliente es definitivamente un componente esencial para toda empresa. Uno de los principales motivos de la cual el empleado no ejerce bien su función en la satisfacción al cliente es por la falta de motivación ya que también su ambiente laboral no es armonioso y al ignorar las necesidades de los consumidores proporciona mala experiencia del servicio y esto tiene como resultado la pérdida de clientes que acudirán a la competencia. Por eso toda empresa debe de tener muy en claro que es fundamental escuchar las necesidades de sus clientes ya que existen muchos factores que afectan en la atención de los consumidores, ya sea en las aptitudes de los empleados o expectativas que esperan obtener con el supermercado, teniendo siempre en cuenta que el consumidor radica el éxito de una empresa.es_ES
dc.format.extent21 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.subjectAtención al clientees_ES
dc.subjectSatisfacción del clientees_ES
dc.subjectCapacitaciónes_ES
dc.subjectMotivación de empleadoses_ES
dc.subjectFidelizaciónes_ES
dc.titleAtención al cliente en la Empresa Dismero S.A del cantón Montalvo.es_ES
dc.typebachelorThesises_ES


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