Inteligencia emocional y atención al cliente en la cámara de comercio de San Andrés
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Fecha
2024
Autores
Carrasquilla Angulo, Sandy Johana
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Ediciones Universidad Simón Bolívar
Facultad de Administración y Negocios
Facultad de Administración y Negocios
Resumen
El presente trabajo de investigación se centra en la inteligencia emocional y su impacto en la atención al cliente dentro de la Cámara de Comercio de San Andrés. El objetivo principal es evaluar cómo la inteligencia emocional puede influir en la calidad de la atención al cliente, así como en la satisfacción y fidelización de los clientes.
La investigación se sustenta en teorías de inteligencia emocional, destacando la importancia de reconocer, entender y gestionar las emociones tanto propias como ajenas, especialmente en contextos empresariales y de servicio. La metodología empleada incluye un enfoque mixto con técnicas de recolección de datos cualitativos y cuantitativos, utilizando encuestas y entrevistas a empleados y clientes de la Cámara de Comercio.
Los resultados obtenidos muestran una correlación significativa entre la inteligencia emocional del personal y la satisfacción del cliente. Se destaca que la falta de capacitación en habilidades emocionales puede llevar a una alta rotación de empleados y conflictos mal gestionados, afectando negativamente la lealtad del cliente.
This research work focuses on emotional intelligence and its impact on customer service within the San Andrés Chamber of Commerce. The main objective is to evaluate how emotional intelligence can influence the quality of customer service, as well as customer satisfaction and loyalty. The research is based on theories of emotional intelligence, highlighting the importance of recognizing, understanding and managing one’s emotions as well as others, especially in business and service contexts. The methodology used includes a mixed approach with qualitative and quantitative data collection techniques, using surveys and interviews with employees and customers of the Chamber of Commerce. The results show a significant correlation between staff emotional intelligence and customer satisfaction. It is stressed that lack of training in emotional skills can lead to high employee turnover and mismanaged conflicts, negatively affecting customer loyalty.
This research work focuses on emotional intelligence and its impact on customer service within the San Andrés Chamber of Commerce. The main objective is to evaluate how emotional intelligence can influence the quality of customer service, as well as customer satisfaction and loyalty. The research is based on theories of emotional intelligence, highlighting the importance of recognizing, understanding and managing one’s emotions as well as others, especially in business and service contexts. The methodology used includes a mixed approach with qualitative and quantitative data collection techniques, using surveys and interviews with employees and customers of the Chamber of Commerce. The results show a significant correlation between staff emotional intelligence and customer satisfaction. It is stressed that lack of training in emotional skills can lead to high employee turnover and mismanaged conflicts, negatively affecting customer loyalty.
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Palabras clave
Inteligencia emocional, Atención al cliente, Satisfacción del cliente, Habilidades blandas
