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Atención al cliente en el Local Comercial “Mindiola” de la ciudad de Babahoyo, periodo 2023.
| dc.contributor.advisor | Calderón Angulo, Reyes Johan | |
| dc.contributor.author | Bolaños Mindiola, Adamarys Maithe | |
| dc.date.accessioned | 2024-03-23T00:06:49Z | |
| dc.date.available | 2024-03-23T00:06:49Z | |
| dc.date.issued | 2024 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/15807 | |
| dc.description | This work focused on the search for a problem in the “Mindiola” Commercial Premises. The various areas of improvement in the quality of customer service were evident. Although the relevance of courtesy and assistance to customers is recognized, the owner's admission of complaints suggests failures in customer service management. The lack of a complaint resolution channel and the need to improve the knowledge and work of the customer service team highlighted the need to establish a key structure to improve customer loyalty. The objective of building customer loyalty is to provide a comprehensive approach that includes all aspects of the customer experience, including incentives so that the customer is satisfied with their service, increasing trust and loyalty. As well as it was recommended to implement a systematic and continuous training program for employees, conflict resolution and effective communication. These discoveries provide a solid basis for making decisions, identifying priority areas for improvement and designing specific strategies to address them within the “Mindiola” Commercial Premises. | es_ES |
| dc.description | This work focused on the search for a problem in the “Mindiola” Commercial Premises. The various areas of improvement in the quality of customer service were evident. Although the relevance of courtesy and assistance to customers is recognized, the owner's admission of complaints suggests failures in customer service management. The lack of a complaint resolution channel and the need to improve the knowledge and work of the customer service team highlighted the need to establish a key structure to improve customer loyalty. The objective of building customer loyalty is to provide a comprehensive approach that includes all aspects of the customer experience, including incentives so that the customer is satisfied with their service, increasing trust and loyalty. As well as it was recommended to implement a systematic and continuous training program for employees, conflict resolution and effective communication. These discoveries provide a solid basis for making decisions, identifying priority areas for improvement and designing specific strategies to address them within the “Mindiola” Commercial Premises. | es_ES |
| dc.description.abstract | Este trabajo se enfocó en la búsqueda de una problemática en el Local Comercial “Mindiola”. Las diversas áreas de mejora en la calidad del servicio al cliente fueron evidentes. Aunque se reconoce la relevancia de la cortesía y la asistencia hacia los clientes, la admisión de quejas por parte del propietario sugiere fallos en la gestión de la atención al cliente. La falta de un canal de resolución de quejas y la necesidad de mejorar el conocimiento y trabajo del equipo de atención al cliente pusieron como relieve la necesidad de establecer una estructura clave para mejorar la fidelización del cliente. El objetivo de fidelizar a los clientes es dar un enfoque integral que incluya todos los aspectos de la experiencia del cliente incluyendo incentivos para que el cliente este satisfecho con su atención aumentando la confianza y la lealtad. Así como se recomendó implementar un programa sistemático y continuo de capacitación para empleados, la resolución de conflictos y la comunicación efectiva. Estos descubrimientos proporcionan una base sólida para tomar decisiones, identificar áreas prioritarias de mejora y diseñar estrategias específicas para abordarlas dentro del Local Comercial “Mindiola”. | es_ES |
| dc.format.extent | 43 p. | es_ES |
| dc.language.iso | es | es_ES |
| dc.publisher | Babahoyo: UTB-FAFI. 2024 | 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 | Servicio al cliente | es_ES |
| dc.subject | Atención al cliente | es_ES |
| dc.subject | Estrategias | es_ES |
| dc.subject | Competitividad | es_ES |
| dc.subject | Rentabilidad | es_ES |
| dc.subject | Fidelización | es_ES |
| dc.title | Atención al cliente en el Local Comercial “Mindiola” de la ciudad de Babahoyo, periodo 2023. | es_ES |
| dc.type | bachelorThesis | es_ES |
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