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Atención de clientes de la empresa de servicios de telecomunicaciones "SETEL" de la ciudad de Babahoyo, periodo 2023.
| dc.contributor.advisor | Toscano Ruiz, Darwin Fabian | |
| dc.contributor.author | Mora Zambrano, Alexandra Gabriela | |
| dc.date.accessioned | 2024-09-26T16:53:20Z | |
| dc.date.available | 2024-09-26T16:53:20Z | |
| dc.date.issued | 2024 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/17365 | |
| dc.description | This work focused on the search for a problem in the telecommunications services company "SETEL" in the period 2023. The different areas of improvement in the quality of customer service were evident. The kindness and courtesy of the team were also generally well valued, although not uniformly, and the overall quality of service received a high rating, with a majority of users very satisfied. However, a smaller segment showed dissatisfaction and neutrality. The lack of attention 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 evaluating the company's customer service processes is to provide a comprehensive approach that includes all aspects of the user experience, including incentives for the consumer to be satisfied with their service, increasing trust and loyalty. In addition, suggest strategies that improve customer service to strengthen critical areas such as response time and clarity in the communication provided. The methodological process of this study was analytical and qualitative, allowing us to understand the problems that the company presents. These findings provide a solid basis for making decisions, identifying factors for improvement and designing specific strategies to address them within the telecommunications services company "SETEL" Babahoyo. | es_ES |
| dc.description | This work focused on the search for a problem in the telecommunications services company "SETEL" in the period 2023. The different areas of improvement in the quality of customer service were evident. The kindness and courtesy of the team were also generally well valued, although not uniformly, and the overall quality of service received a high rating, with a majority of users very satisfied. However, a smaller segment showed dissatisfaction and neutrality. The lack of attention 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 evaluating the company's customer service processes is to provide a comprehensive approach that includes all aspects of the user experience, including incentives for the consumer to be satisfied with their service, increasing trust and loyalty. In addition, suggest strategies that improve customer service to strengthen critical areas such as response time and clarity in the communication provided. The methodological process of this study was analytical and qualitative, allowing us to understand the problems that the company presents. These findings provide a solid basis for making decisions, identifying factors for improvement and designing specific strategies to address them within the telecommunications services company "SETEL" Babahoyo. | es_ES |
| dc.description.abstract | El objetivo de este estudio fue encontrar una problemática en la empresa de servicios de telecomunicaciones "SETEL" en el periodo 2023. Las diferentes áreas de mejora en la calidad de la atención al cliente fueron evidentes. La amabilidad y cortesía del equipo también fueron generalmente bien valoradas, aunque no de manera uniforme, y la calidad general del servicio recibió una alta calificación, con una mayoría de usuarios muy satisfechos. No obstante, un segmento menor mostró insatisfacción y neutralidad. La falta de atención 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 valuar los procesos de atención de la empresa, es dar un enfoque integral que incluya todos los aspectos de la experiencia de los usuarios incluyendo incentivos para que el consumidor este satisfecho con su atención aumentando la confianza y la lealtad. Además, sugerir estrategias que mejoren la atención al cliente para fortalecer áreas críticas como el tiempo de respuesta y la claridad en la comunicación brindada. El proceso metodológico de este estudio fue de carácter analítico y cualitativo permitiendo conocer los problemas que presenta la empresa. Estos descubrimientos proporcionan una base sólida para tomar decisiones, identificar factores de mejora y diseñar estrategias específicas para abordarlas dentro la empresa de servicios de telecomunicaciones "SETEL" Babahoyo. | es_ES |
| dc.format.extent | 50 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 | Atención al cliente | es_ES |
| dc.subject | Servicio al cliente | es_ES |
| dc.subject | Estrategias | es_ES |
| dc.subject | Lealtad | es_ES |
| dc.subject | Confianza | es_ES |
| dc.subject | Calidad | es_ES |
| dc.subject.other | Comercio | es_ES |
| dc.title | Atención de clientes de la empresa de servicios de telecomunicaciones "SETEL" de la ciudad de Babahoyo, periodo 2023. | es_ES |
| dc.type | bachelorThesis | es_ES |
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