A importância do atendimento ao cliente: na geração de valor e fidelização de clientes

Abstract

Currently, the market is constantly evolving and highly competitive, and providing excellent customer service has been one of the main differentials for the survival of the organization, which is an important factor in keeping it active. Thus, the objective of this study is to understand the importance of customer service and how this factor has a direct impact on the customer's decision, and consequently on the generation of value and loyalty of these for companies. Given the relevance of this topic, the following question arose: how can a good service directly influence the generation of value and customer loyalty for the organization? Seeking an answer to this question, the methodology adopted was qualitative research based on a bibliographic review found in books by renowned authors in this area, and on the main digital platforms. We sought to understand what are the factors that contribute for the company to offer a qualified service in the provision of its services and products, as it is of paramount importance that the company establishes a good relationship with its customer. In addition to being committed to satisfying the needs of its customers through the implementation of quality in its organizational processes, and in this way, conquering, through each stage, the trust and prestige of the customers. Finally, it is concluded that the combination of these factors incorporated into the product/service will result in the delivery of value and customer satisfaction.