Evaluación del servicio de postventa en la finca hostería el retiro para la creación de un manual
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Fecha
2013-08-21
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Universidad de Guayaquil. Facultad de Comunicación Social. Carrera de Publicidad y Mercadotecnia
Resumen
El siguiente trabajo se basa en la creación de un manual de postventa
para la Finca Hostería El Retiro ubicada en Olón en la provincia de Santa
Elena. El servicio post-venta es el trato que tiene la empresa con sus
clientes después que este ha hecho usado o consumido su producto. En
“El Retiro”, es importante que los empleados puedan brindar este servicio,
llamando a sus clientes para presentarle diversas promociones y así
lograr su fidelización. En el trabajo está expuesto un marco teórico que
permitirá al lector, definiciones relacionadas al trabajo, además que se
muestra la metodología de la investigación, en la que se sustenta la
recolección de información primaria, mediante las encuestas realizadas.
En el desarrollo de la propuesta, se plantea la posible solución para
mejorar el servicio post- venta de la finca en estudio como es la creación
del manual, en la que los empleados estarán al tanto de las actividades
que tienen que desarrollar para retener a los clientes.
The following work is based on the creation of an aftermarket manual for Hosteria Finca El Retiro Olón located in the province of Santa Elena. The after sales service is the deal the company has with its customers after it has made its product used or consumed. In "El Retiro", it is important that employees can provide this service, customers calling to introduce various promotions and achieve loyalty. In the work is discussed a theoretical framework that will allow the reader, work-related definitions, also showing the research methodology, which is based on the collection of primary data through surveys. In developing the proposal, there is the possible solution to improve after-sales service of the property under consideration as is the creation of the manual, in which employees will be aware of the activities that have to be developed to retain customers.
The following work is based on the creation of an aftermarket manual for Hosteria Finca El Retiro Olón located in the province of Santa Elena. The after sales service is the deal the company has with its customers after it has made its product used or consumed. In "El Retiro", it is important that employees can provide this service, customers calling to introduce various promotions and achieve loyalty. In the work is discussed a theoretical framework that will allow the reader, work-related definitions, also showing the research methodology, which is based on the collection of primary data through surveys. In developing the proposal, there is the possible solution to improve after-sales service of the property under consideration as is the creation of the manual, in which employees will be aware of the activities that have to be developed to retain customers.
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SERVICIO POST-VENTA, FIDELIZACION DE LOS CLIENTES, PLANES DE CAPACITACIÓN, LEALTAD A LA MARCA