Estrategias de atención al cliente. Estudio de caso: Éticos Serrano Gómez LTDA.
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Fecha
2019
Autores
Duran Fontalvo, Angie Fernanda
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Ediciones Universidad Simón Bolívar
Facultad de Administración y Negocios
Facultad de Administración y Negocios
Resumen
El presente trabajo tiene como propósito mejorar la atención del servicio al cliente de los dispensarios de medicamento de la empresa Éticos Serrano Gómez Ltda., sustentando con una evaluación previa del mismo. Este se realizara con el fin de establecer los niveles de satisfacción del usuario, la calidad de la atención y percepción general de los usuarios actuales de la empresa, dado que se ha incrementado el número de quejas sobre esta área.
Dicha evaluación nos ayudara a determinar indicadores de satisfacción y los puntos en que se presenta debilidad, con los resultados obtenidos de esta evaluación se podrían proponer estrategias para la mejora del servicio al cliente de los dispensarios de Éticos serrano Gómez Ltda., para así poder corregir las falencias encontradas en este área, con el objetivo de crecer y mejorar la imagen del servicio al cliente.
Una vez identificadas estas falencias podremos darle solución a los problemas suscitados en esta area, buscando satisfacer la necesidad del cliente, prestándole un excelente servicio.
The purpose of this work is to improve the customer service attention of the drug dispensaries of the company Éticos Serrano Gómez Ltda., Sustaining with a previous evaluation of the same. This is done in order to establish the levels of user satisfaction, the quality of care and the general perception of the current users of the company, since the number of complaints about this area has increased. Said evaluation will help us to determine the satisfaction indicators and the points in which it presents / displays weakness, with the results of this evaluation we could propose strategies for the improvement of the customer service of the dispensaries of Eticos serrano Gómez Ltda., In order to correct the shortcomings found in this area, with the aim of growing and improving the image of customer service. Once these shortcomings have been identified, we can give you the solution to the problems raised in this area, seeking to satisfy the client's needs, providing an excellent service.
The purpose of this work is to improve the customer service attention of the drug dispensaries of the company Éticos Serrano Gómez Ltda., Sustaining with a previous evaluation of the same. This is done in order to establish the levels of user satisfaction, the quality of care and the general perception of the current users of the company, since the number of complaints about this area has increased. Said evaluation will help us to determine the satisfaction indicators and the points in which it presents / displays weakness, with the results of this evaluation we could propose strategies for the improvement of the customer service of the dispensaries of Eticos serrano Gómez Ltda., In order to correct the shortcomings found in this area, with the aim of growing and improving the image of customer service. Once these shortcomings have been identified, we can give you the solution to the problems raised in this area, seeking to satisfy the client's needs, providing an excellent service.
Descripción
Palabras clave
Atención, Servicio, Cliente, Satisfacción, Estrategias, Attention, Service, Customer, Satisfaction, Strategies