Bibliographic citations
Berru, M., Espinoza, C. (2023). La comunicación interna como pilar de mejora para el customer service en American Airlines. [Trabajo de suficiencia profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/670418
Berru, M., Espinoza, C. La comunicación interna como pilar de mejora para el customer service en American Airlines. [Trabajo de suficiencia profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2023. http://hdl.handle.net/10757/670418
@misc{renati/1800978,
title = "La comunicación interna como pilar de mejora para el customer service en American Airlines.",
author = "Espinoza Jauregui, Carol",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2023"
}
The purpose of this professional proficiency case is to determine the main issue at American Airlines’ Lima branch since its employees have encountered difficulties in understanding the transmitted information, leading to poor communication with customers/agents. Furthermore, various analysis models were used such as SWOT, a seven-step communication plan, PESTEL analysis, and in-depth interviews have been employed. All of this is aimed at improving the quality of customer service response, their perception of the internal communication used by the company, and potential areas of improvement in such a way that their internal communication is enhanced.
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