El coaching ejecutivo para el mejoramiento de la atención al cliente: caso de estudio farmacia Cruz Azul de la ciudad de Esmeraldas, Ecuador

Although it is true, companies currently require continuous innovation both in their internal processes and in the capacity for personalized and friendly attention, offering solutions to the needs of the client, the truth is that, by applying coaching, it is possible to promote inclusive leadership. and participatory by the workforce, having clear business objectives and goals without deviating from the ability to listen, motivate and receive feedback from what employees say or what they think about their role in the company, the quality of communication and customers. The general objective of this document is to analyze the impact of executive coaching on improving customer service at the Cruz Azul Pharmacy located in the city of Esmeraldas, Ecuador. A descriptive methodology with a mixed approach was used, in such a way that both theoretical and practical findings were objectively analyzed and the survey was also used to diagnose how the sales leadership and administrative staff of the Cruz Azul Esmeraldas pharmacy are currently doing. The results showed that although, in most cases, both sales and administrative leaders indicate that they do know the business mission, but it is necessary to improve communication, which in turn will improve the quality of customerservice, through the inclusion of toolssuch as coaching. A coaching model was proposed for the case of the Cruz Azul Esmeraldas Pharmacy, which includes the GROW methodology, which in Spanish is to grow and proposes the inclusion of a more strengthened teamwork and anchored to the competences of each member in such a way that the clearly defined objectives are reached, which in the case of the Cruz Azul Pharmacy is the improvement of customer service.

• Hovedforfatter: Santos Tomalo, Adriana Jazmín (author)
• Format: masterThesis
• Udgivet: 2023
• Fag: atención al cliente, modelo de coaching, GROW, líderes
• Online adgang: https://repositorio.puce.edu.ec/handle/123456789/42037