Atención de clientes de la empresa de servicios de telecomunicaciones "SETEL" de la ciudad de Babahoyo, periodo 2023.

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.

• Glavni avtor: Mora Zambrano, Alexandra Gabriela (author)
• Format: bachelorThesis
• Izdano: 2024
• Teme: Atención al cliente; Servicio al cliente; Estrategias; Lealtad; Confianza; Calidad; Comercio
• Online dostop: http://dspace.utb.edu.ec/handle/49000/17365