Citas bibligráficas
Vilchez, R., Hidalgo, G. (2023). TELCO: Propuesta para mejorar el servicio al cliente en la postventa para el cliente empresa [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/670810
Vilchez, R., Hidalgo, G. TELCO: Propuesta para mejorar el servicio al cliente en la postventa para el cliente empresa [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2023. http://hdl.handle.net/10757/670810
@misc{renati/410991,
title = "TELCO: Propuesta para mejorar el servicio al cliente en la postventa para el cliente empresa",
author = "Hidalgo Méndez, Germán",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2023"
}
A company in the telecommunications sector that is dedicated to the sale of mobile, cable and internet services through all its channels, likewise, outsources its after-sales customer service. The company has carried out a series of good practices to improve customer satisfaction for twenty two months, thus achieving a historic result in the level of satisfaction. In the sector we are in, the competition is highly competitive, which means that it is crucial to pay attention to this aspect. It is also important to take into account customer recommendations and their perception of the service. These factors are decisive, since depending on the results obtained, we can choose to continue doing the same to maintain customer satisfaction, or make changes to adapt to new demands that may arise. An external study that evaluates the quality of service provided by telecommunications companies is taken as a reference. From this study, a relationship is established with the factors that the external source uses in its results to measure customer satisfaction. In addition, the progress of customer satisfaction is examined through three actions and/or good improvement practices implemented in the after-sales service area, with the aim of determining which of them is considered the most important by the customer. In this way, the good practices carried out are shared so that any company can consider them in order to achieve the loyalty of its customers.
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