Citas bibligráficas
Toussaint, N., Vallejos, S. (2017). Capacitación en personal training y habilidades de atención al cliente para mejorar la calidad del servicio brindado en el área de deportes de la tienda Ripley, en la ciudad de Trujillo en el año 2016 [Tesis, Universidad Privada Antenor Orrego - UPAO]. https://hdl.handle.net/20.500.12759/2989
Toussaint, N., Vallejos, S. Capacitación en personal training y habilidades de atención al cliente para mejorar la calidad del servicio brindado en el área de deportes de la tienda Ripley, en la ciudad de Trujillo en el año 2016 [Tesis]. : Universidad Privada Antenor Orrego - UPAO; 2017. https://hdl.handle.net/20.500.12759/2989
@misc{renati/376167,
title = "Capacitación en personal training y habilidades de atención al cliente para mejorar la calidad del servicio brindado en el área de deportes de la tienda Ripley, en la ciudad de Trujillo en el año 2016",
author = "Vallejos Rojas, Sandra",
publisher = "Universidad Privada Antenor Orrego - UPAO",
year = "2017"
}
This research aims to develop a training program in personal training and customer service skills to improve the quality of service offered in the Ripley store in the area of sports of the city of Trujillo, being the design of research descriptive and explanatory. The problem that arose was: How would a training program in personal training and customer service skills improve the quality of service? As hypothesis, it was considered: The development of a training program in personal training and customer service skills that will improve the quality of service. The population with which we work is 500 clients at Trujillo level, of which we selected a sample of 217 for this we applied a methodological study in which surveys were used both for customers and for the 10 workers in the sports area of the store. In both cases, the questionnaire was used for both worker and client samples. We obtained results on the part of the clients who were not completely in agreement with the quality of service offered. The development of the work shows that the proposal of training in quality of service for shop workers, in the sports area, would be favorable. It is demonstrated that the training is important for the improvement and positioning of the company, because the quality of customer service is one of the main pillars for the success of it.
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