Implementación y elaboración de un modelo de atención al cliente para el almacén Kohls localizado en la ciudad de Commack, NY

Abstract

The present work was made with the purpose of designing a customer service model for the KOHLS retail store; based on the integration of all the elements that involve the company, and the needs of its clients through strategies and indicators that identify specific areas that need to improve considering the importance of retaining current customers and attracting new ones. The methodology applied was a descriptive exploratory type, where the different characteristics of internal and external customers of the company were identified. In order, to determine the current situation of the company and to analyze the competition, the SOWT analysis and Matriz of Porter were applied. The instrument used was the interview and a survey was conducted with a sample of 163 clients. This way, the data about the existing problems and the aspects to be improved were collected, which were diagnosed and evaluated. Based on this analysis and in order to contribute to the process of customer service within the company, the model was developed, which will guide and facilitate the customer service process for the staff that conforms the organization.