Estratégias na gestão da qualidade do atendimento ao cliente: um estudo de caso em uma empresa de doces em São Luís - MA

Abstract

Currently, companies are more concerned with the efficiency and management of the customer in order to provide solutions that optimize the absolute satisfaction of the customer, aiming to meet the demands of the market. Organizations increasingly seek to improve the services provided in customer service corresponding to continuous improvement and customer loyalty. In this sense, the main explanations about variety in service were presented in order to improve and satisfy the client. The types of customer service were highlighted in order to reinforce the importance of loyalty strategies. General aspects of the quality of care were analyzed to support the discussion. Finally, a case study of a bakery in São Luís affirmed the theory and made the intersection with the practice of the relevance of winning customers. It was concluded that investments in customer service qualification is an administrative management strategy capable of contributing to loyalty and, therefore, to business growth.