Plan de capacitación para área de postventa de la empresa Autohyun S.A., año2014.

Abstract

This research is called training plan for theafter-sale area of the company Autohyun SA, which analyzes the customer sensation whenever he interacts with services or parts consultative, truly considering at this time the perception of internal and external customers. In order to acquire this information the survey was applied as the data collection instrument. The research was conducted in three subsidiaries of the company "Autohyun SA" nationwide, internal and external customers were considered of the parent agency in Cuenca, Azuay Province, in Machala-province of El Oro and Guayaquil-province The Guayas. It was concluded that the customer service in the after-sale area is relatively acceptable, since the customer requirements are not always complied by the Advisory service and parts. These results allow us the proposal a training plan to customer service improvement in the workshop and counter, to be applied to all agencies of the company nationwide, and by making use of the EFQM excellence model. Keywords: Training plan, perception, service, customer service, after-sale.