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Atención al cliente en la casa musical mejor sonido de Guayaquil, período 2022.
| dc.contributor.advisor | Pazmiño Gavilánez, Julio Ernesto | |
| dc.contributor.author | Sevillano López, Julio Santiago | |
| dc.date.accessioned | 2023-05-19T04:08:23Z | |
| dc.date.available | 2023-05-19T04:08:23Z | |
| dc.date.issued | 2023 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/13752 | |
| dc.description | This case study will be carried out in the company Casa Musical Mejor Sonido in the city of Guayaquil, with the purpose of knowing if the customer service used by the company is adequate, this investigative work allowed, through the blueprint technique, to increase fidelity and satisfaction to improve a user's experience. In addition to identifying through a survey that was carried out on the commercial clients, measuring the level of satisfaction they had with the company and knowing the factors that generate problems in the sales service that is applied in the company, techniques such as blueprint and the survey allowed the collection of sufficient information to know the point of view and perspectives of people who buy a musical instrument, observe and analyze their behavior to understand their needs, and thus be able to identify problems and improve customer service, maintain their loyalty and expand into new segments. It was possible to conclude that the attention provided by the employees when addressing customers when they made a purchase of their products was deficient, for which it was suggested that their employees should be trained to improve customer treatment, use effective tools, such as a survey and training for workers to identify internal problems that affect the quality of service and thus improve the sales of the commercial. In this case study, the importance of knowing the tastes and preferences of customers and the strategies that the company must apply to promote customer loyalty and obtain greater recognition in the market were also described. | es_ES |
| dc.description | This case study will be carried out in the company Casa Musical Mejor Sonido in the city of Guayaquil, with the purpose of knowing if the customer service used by the company is adequate, this investigative work allowed, through the blueprint technique, to increase fidelity and satisfaction to improve a user's experience. In addition to identifying through a survey that was carried out on the commercial clients, measuring the level of satisfaction they had with the company and knowing the factors that generate problems in the sales service that is applied in the company, techniques such as blueprint and the survey allowed the collection of sufficient information to know the point of view and perspectives of people who buy a musical instrument, observe and analyze their behavior to understand their needs, and thus be able to identify problems and improve customer service, maintain their loyalty and expand into new segments. It was possible to conclude that the attention provided by the employees when addressing customers when they made a purchase of their products was deficient, for which it was suggested that their employees should be trained to improve customer treatment, use effective tools, such as a survey and training for workers to identify internal problems that affect the quality of service and thus improve the sales of the commercial. In this case study, the importance of knowing the tastes and preferences of customers and the strategies that the company must apply to promote customer loyalty and obtain greater recognition in the market were also described. | es_ES |
| dc.description.abstract | Este estudio de caso se realizará en la empresa Casa Musical Mejor Sonido de la ciudad de Guayaquil, con el propósito de conocer si la atención al cliente que emplea la empresa es la adecuada, este trabajo investigativo permitió mediante la técnica blueprint, aumentar la fidelidad y satisfacción para mejorar la experiencia de un usuario. Además de identificar a través de una encuesta que se realizó a los clientes del comercial medir el nivel de agrado que tenían con la empresa y conocer los factores que generan problemas en el servicio de ventas que se aplica en la empresa, técnicas como blueprint y la encuesta permitieron la recopilación de información suficiente para conocer el punto de vista y las perspectivas de las personas que compran algún instrumento musical, observar y analizar su comportamiento para comprender sus necesidades, y así poder identificar los problemas y mejorar la atención al cliente, mantener su fidelidad y expandirse a nuevos segmentos. Se pudo concluir que la atención que brindaban los empleados al dirigirse a los clientes cuando realizaban una compra de sus productos era deficiente por lo cual se sugirió que se debe capacitar a sus empleados para mejorar el trato a los clientes, utilizar herramientas efectivas, como encuesta y capacitaciones a los trabajadores para identificar los problemas internos que afectan la calidad del servicio y así mejorar las ventas del comercial. En este estudio de caso también se describieron la importancia de conocer los gustos y preferencias de los clientes y las estrategias que debe aplicar la empresa para fomentar la fidelización de estos y obtener un mayor reconocimiento en el mercado. | es_ES |
| dc.format.extent | 42 p. | es_ES |
| dc.language.iso | es | es_ES |
| dc.publisher | Babahoyo: UTB-FAFI. 2023 | es_ES |
| dc.rights | Atribución-NoComercial-SinDerivadas 3.0 Ecuador | * |
| dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/3.0/ec/ | * |
| dc.subject | Atención | es_ES |
| dc.subject | Clientes | es_ES |
| dc.subject | Ventas | es_ES |
| dc.subject | Fidelización | es_ES |
| dc.title | Atención al cliente en la casa musical mejor sonido de Guayaquil, período 2022. | es_ES |
| dc.type | bachelorThesis | es_ES |
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