Atendimento ao cliente : um estudo de caso em uma empresa do município de Capela (SE)

• Autor(a) principal: Marques, Maria Gisleine Silva
• Data de Publicação: 2017
• Tipo de documento: Trabalho de conclusão de curso
• Idioma: por
• Título da fonte: Repositório Institucional da UFS
• Texto Completo: http://ri.ufs.br/jspui/handle/riufs/11743
• topic: Secretariado executivo; Ensino de secretariado executivo; Atendimento ao cliente; Capela (SE); Satisfação do cliente; Satisfaction in service; Customer service; OUTROS::SECRETARIADO EXECUTIVO

Keeping customers happy is one of the most important tasks for companies to stay on the market. The present research had a general objective to analyze the perception of the clients regarding the service received in a private company. And as specific objectives: a) identify the predominant profile of the public that has interest in the services of the company; b) verify the perception of customers regarding the products / services and environment of the organization; and c) to verify the main factors that can be improved in relation to customer service, in the perception of them. To this end, as a place of study, a service company located in the municipality of Capela, state of Sergipe, was intentionally chosen. The purpose of this work is to diagnose how customer service can influence the competitive market, seeking to understand more about the difficulties, needs and identify the main factors that lead the company to its growth through customer service and its products and services. It also allows us to know the reality of customer service, and also contributes to the application of its results in the business area, since it consists of analyzing the importance of customer service and products / services to customer satisfaction. From the research carried out, one can verify and analyze the degree of satisfaction of the clients of the company, for knowledge and seek to create better strategies that seek to satisfy them and keep them loyal to the company. As a research method, a case study was used, being descriptive, in which a questionnaire with closed questions directed directly to the clients was applied to collect data to ascertain the levels of satisfaction regarding the service received, the products / services and the environment of the company. Through the analysis of the results, it was possible to identify negative points related to the mentioned aspects. In the price issue, for customers it is noticeable to note the dissatisfaction, related to the lack of discounts offered by the company.