Bibliographic citations
Mori, A., (2022). Implementación de mejoras a la atención al cliente para optimizar la calidad de servicio en una empresa de casino y juegos de azar - Lima, 2022 [Universidad Peruana de Las Américas]. http://repositorio.ulasamericas.edu.pe/handle/upa/2311
Mori, A., Implementación de mejoras a la atención al cliente para optimizar la calidad de servicio en una empresa de casino y juegos de azar - Lima, 2022 []. PE: Universidad Peruana de Las Américas; 2022. http://repositorio.ulasamericas.edu.pe/handle/upa/2311
@misc{sunedu/3338082,
title = "Implementación de mejoras a la atención al cliente para optimizar la calidad de servicio en una empresa de casino y juegos de azar - Lima, 2022",
author = "Mori Gomez, Anderson Hans",
publisher = "Universidad Peruana de Las Américas",
year = "2022"
}
The purpose of this research work was to implement a customer service improvement plan to optimize the quality of service in a casino and gambling company located in the city of Lima, based on the initial situation detected in the organization in which there were obstacles that affect customer satisfaction: a) lack of knowledge regarding customer service techniques; (b) absence of training plans in quality of service and (c) lack of measurement of customer satisfaction. To overcome these difficulties, actions were created whose main guidelines were a) a general plan of the service quality program; (b) and in- service leadership training and staff training and (c) evaluation and monitoring of program outcomes. It was concluded that, once the actions were implemented, the attributes that observed the best changes in customer perception were responsiveness, empathy on the part of workers and reliability in the service. Consequently, the provision of excellent quality of service through interactions between slot machine players and frontline staff can serve as a key source of customer retention and revenue generation, as well as creating a differentiating value proposition for customers.
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