Establecimiento de un sistema de servicio y atención al cliente en la floristería 12 rosas, de la ciudad de Macas, provincia de Morona Santiago.

Abstract

This research is aimed to re-direct the enterprise organization of “12 Roses” flower shop, to make this possible it has been set as a priority the development of an Annual Training Plan in accordance with the needs and requirements established after carrying out a survey whose main purpose lies in improving the assistance and customer service. It is also essential that the management staff at “12 Roses” company put into practice the several formats suggested that will enable this company to improve its customer service control. To conclude, as a corollary of this research, it has been designed an Assistance and Customer Service Manual, which at the moment of being appropriately exposed and implemented by the staff of “12 Roses” flower shop, will provide the opportunity of improving assistance and service to benefit its customers as or final consumer. Another aspect to take into account is that many workers, positioned in the area of customer service consider that is sufficient to address the customer and retail the products, however, this is not enough, because this action requires each and every one of the strategies suggested in this paper research which is permanently aimed to satisfy the final customer or user.