Procedimiento para mejorar el nivel de servicio al cliente en la Empresa Gráfica de Villa Clara
Fecha
2014-07-20
Autores
Taboada Cámbar, María Angélica
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Editor
Universidad Central "Marta Abreu" de Las Villas
Resumen
La presente investigación está dirigida al análisis del nivel de servicio al cliente y la búsqueda de oportunidades de mejora del mismo, tomando como objeto de estudio práctico la Empresa Gráfica de Villa Clara “Enrique Núñez Rodríguez”; específicamente el Grupo de Atención al Cliente. Para el logro de los objetivos se diseña y aplica un procedimiento, el cual se encuentra compuesto por doce pasos, cada uno con sus particularidades y aspectos distintivos; con el fin de elaborar una estrategia de servicio al cliente en la empresa. Durante el desarrollo de la investigación se utilizaron métodos de recopilación de información como la encuesta, la entrevista y el trabajo con expertos. Como resultados fundamentales del trabajo se pueden destacar la evaluación del nivel de servicio al cliente actual, varias propuestas que contribuirán a su mejoramiento; así como la factibilidad de utilizar de forma sistemática el procedimiento como herramienta metodológica.
The present research is aimed at analyzing the level of customer service and finding opportunities for improvement of the same, on the subject of practical study company Graphic Villa Clara "Enrique Nuñez Rodriguez", specifically the Customer Group. To achieve the objectives are designed and implemented a method, which is composed of twelve steps, each with its peculiarities and distinctive features, in order to develop a strategy for customer service in the business. During the development of research methods for collecting information such as the survey, interview and work with experts were used. As key results of the work can highlight the current client, several proposals that will contribute to improving the assessment of the level of service as well as the feasibility of using systematic procedure as a methodological tool.
The present research is aimed at analyzing the level of customer service and finding opportunities for improvement of the same, on the subject of practical study company Graphic Villa Clara "Enrique Nuñez Rodriguez", specifically the Customer Group. To achieve the objectives are designed and implemented a method, which is composed of twelve steps, each with its peculiarities and distinctive features, in order to develop a strategy for customer service in the business. During the development of research methods for collecting information such as the survey, interview and work with experts were used. As key results of the work can highlight the current client, several proposals that will contribute to improving the assessment of the level of service as well as the feasibility of using systematic procedure as a methodological tool.
Descripción
Palabras clave
Servicio al Cliente, Empresa Gráfica de Villa Clara “Enrique Núñez Rodríguez”, Grupo de Atención al Cliente