Atención al cliente en la Panadería La Favorita

The case study was developed in the bakery "LA FAVORITA" in the city of Babahoyo located at Av. Clemente Baquerizo and Av. 8, mainly dedicated to the sale of bread based on wheat or wholemeal flour, with the aim of analyzing the customer service of the microenterprise. In this research, the methodology that was used was the descriptive method, being qualitative and quantitative, since it allowed to describe each process that takes place in the microenterprise, the low performance of the employees when providing unsatisfactory customer service, where it was applied as technical interview with the owner of the bakery and consumer surveys, all that was used to obtain information for this case study. The investigation carried out allowed to know uncertain situations that generate distrust in the consumer at the time of receiving the service by the company employee, for receiving products and services that do not meet their expectations, which is manifested in the dissatisfaction when receiving the service, and it also generates inconveniences. By identifying the causes of the situation presented by the company in customer service, the owner of the bakery was made known about the status so that she could give the importance that the customer requires in her care, so that she can improve her management, implement efforts, apply strategies, because when a client feels that he is being served in an exceptional way, he begins to demonstrate loyalty.

• Main Author: García Macías, Glenda Lineth (author)
• Format: bachelorThesis
• Published: 2021
• Subjects: Panadería; Servicio al clientes; Atención; Productos
• Online Access: http://dspace.utb.edu.ec/handle/49000/10581