A importância da cultura de atendimento na empresa para atrair e fidelizar clientes: estudo de caso de uma rede de franquias de cosméticos

Abstract

This monograph aims to present a case study on the importance of service quality, analyzing the relationship between service quality and business growth, identifying how customer service can influence customer loyalty and attracting them. To achieve this objective, a quantitative and qualitative research was carried out, as well as a literature review on customer service and its relationship with the company's growth. The methodology used was the bibliographic review, based on scientific articles, books and other materials related to the theme. The results indicate that the quality of customer service can directly influence business growth, both in terms of loyalty and new customer acquisition. Companies that invest in employee training, effective communication and quick and efficient problem solving tend to have better results in terms of customer satisfaction and, consequently, growth. It is concluded that the quality of customer service is a key factor for business success and should be treated as a priority by companies that want to grow and stand out in the market. Empowering employees and adopting effective customer service practices are critical to ensuring customer satisfaction and driving business growth.