Atención al cliente en la Tienda Roland de la ciudad de Babahoyo provincia de Los Ríos, periodo 2023.

The present case study called “CUSTOMER SERVICE AT THE ROLAND STORE IN THE CITY OF BABAHOYO, LOS RIOS PROVINCE” is aligned with the Financial, Administrative, Tax, Audit and Control Management research line and is framed in the Marketing and Commercialization subline. The main objective is to analyze customer service at the Roland store in the city of Babahoyo, Los Ríos Province, in order to identify how the deficiencies in the service originated. Regarding the conceptualization of the work, it covers necessary and relevant information on customer service, its importance, and the factors that influence the quality of service, which is essential to influence growth and the achievement of business objectives and goals. In addition, the methodology that was implemented to carry out this research was based on descriptive, analytical and documentary methods, which allowed for analysis of customer service at the store. Interviews and surveys were used as information gathering techniques; The interview was applied to the business owner to explore internal customer service practices and the survey was directed to customers with questions on a Linkert scale, facilitating the analysis of key points of attention. On the other hand, the results obtained reflect that training programs should be implemented to improve the skills of the sales team, creating suggestion boxes that help maintain interactive communication between the customer and the business, which highlights the importance of implementing corrective measures that address the importance of improving customer service.

• Hovedforfatter: Morejón Murillo, Karen Andrea (author)
• Format: bachelorThesis
• Udgivet: 2024
• Fag: Atención al cliente; Satisfacción del cliente; Experiencia del cliente; Estrategias de serviciO
• Online adgang: http://dspace.utb.edu.ec/handle/49000/18145