Modelo de estrategias de calidad de servicio al cliente y su influencia comercial en la empresa Hightelecom Cia. Ltda

Abstract

Abstract:The limited commercial growth that has "Hightelecom CIA. Ltda." In business lines, leads to seek alternative solutions to the problems it presents. So the study "Strategies Model Quality Customer Service and commercial influence on the company" Hightelecom CIA. Ltda. "aims to optimize the quality of customer service by diagnosing care system, evaluation of the service areas; determination of the situation in relation to attention deficit, and analysis of customer satisfaction in relation to the service they receive. The analysis units under investigation are the massive customers, officers and employees of the areas of the company. Quantitative and qualitative approaches applied in research. The first describes the variables to determine the causes and effects that influence their growth through numerical measurement; the second provides the scenario of holistically understand the situation that presents the organization. To conduct the study techniques and interview survey with the questionnaire used as an instrument; their results establish improve enterprise management, providing customers with quality products and services that meet their needs for greater competitive advantage in the telecommunications market.