Diseño de propuesta para mejorar la calidad del servicio al cliente en la Sanducheria y Pastelería “le croissant” del Cantón Samborondón
Archivos
Fecha
2019
Autores
Título de la revista
ISSN de la revista
Título del volumen
Editor
Universidad de Guayaquil Facultad de Ciencias Administrativas
Resumen
El presente trabajo fue realizado en la Empresa “Le Croissant” se evidenció la insatisfacción de servicio hacia el cliente, se realizó un enfoque de los objetivos y aspectos teóricos, además identificar las problemáticas que evitan el mejoramiento de la calidad y diseñar un programa para el mejoramiento de calidad en el servicio que ofrece el personal, la investigación fue realizada utilizando el método cuantitativo, para la obtención de la información se aplicó una encuesta que fue elaborada con preguntas cerradas para medir la calidad del servicio al cliente de 7 empleados que forman parte del establecimiento estudiado, la capacitación se desarrolló mediante la empresa SBS CONSULTING porque brindan servicios de capacitación, asesoría y consultoría con altos estándares de calidad que ayudan al personal de las organizaciones a mejorar su productividad y gestión empresarial global. La capacitación cumplió con las expectativas, de acuerdo a los planteamientos de los objetivos y los estándares presentados, en conclusión, la capacitación resultó positiva para mejorar la calidad del servicio de atención al cliente de “Le Croissant”, esto permitirá fortalecer el servicio para que sea eficaz, enfocándose en una buena actitud de calidad a través de estándares de excelencia. Finalmente, los resultados obtenidos de la propuesta de Servicio al cliente fueron favorables, por lo que el proyecto resultó factible.
The present work was carried out in the company "Le Croissant" showed the dissatisfaction of attention to the customer, having as objectives to expose the theoretical aspects, identify the problems that prevent the improvement of quality and design a program for improvement of quality in the service offered by the staff, the research was carried out using the quantitative method, in order to obtain the information, a survey was applied that was elaborated with closed questions to measure the quality of the customer service of 7 employees that are part of the establishment studied, the training was designed by the company SBS CONSULTING because they provide training and consulting services with high quality standards that help the staff of the organizations to improve their productivity and also the global business management. The training met expectations, according to the objectives and standards presented, in conclusion, the training was positive to improve the quality of customer service of "Le Croissant", this will strengthen the service and make it more effective, generating good quality attitude through standards of excellence, generating the company's staff to improve customer service in a successful manner as was the purpose of this research.
The present work was carried out in the company "Le Croissant" showed the dissatisfaction of attention to the customer, having as objectives to expose the theoretical aspects, identify the problems that prevent the improvement of quality and design a program for improvement of quality in the service offered by the staff, the research was carried out using the quantitative method, in order to obtain the information, a survey was applied that was elaborated with closed questions to measure the quality of the customer service of 7 employees that are part of the establishment studied, the training was designed by the company SBS CONSULTING because they provide training and consulting services with high quality standards that help the staff of the organizations to improve their productivity and also the global business management. The training met expectations, according to the objectives and standards presented, in conclusion, the training was positive to improve the quality of customer service of "Le Croissant", this will strengthen the service and make it more effective, generating good quality attitude through standards of excellence, generating the company's staff to improve customer service in a successful manner as was the purpose of this research.
Descripción
Palabras clave
ATENCION AL CLIENTE, COMPETITIVIDAD, CLIENTES