ATENDIMENTO AO CLIENTE: A INFLUÊNCIA DA QUALIDADE NO ATENDIMENTO PARA A SATISFAÇÃO E FIDELIZAÇÃO DO CLIENTE

Abstract

The research conducted in this article deals with the theme “Customer Service”. Nowadays companies are facing obstacles to make their sales with a good service, due to the consequences generated by globalization, such as new technologies, new customs and values, social differences, etc. All of this has transformed the way individuals consume goods and services, arousing in companies the need to adapt to new changes in the modern world, various consumer profiles and market swings. A survey in several countries of the world, indicating that Brazil has a low level of sympathy of sellers, raises the problem that will be investigated: The lack of good service and customer dissatisfaction. This is the reality of many Brazilian companies, the lack of trained and motivated employees to perform a service in accordance with customer requirements, which brings dissatisfaction and losses with the drop-in sales. This article aims to analyze the factors of quality service that satisfies and build customer loyalty. In order to achieve the proposed objectives, we used as methodology the literature review through books, scientific articles and websites. Companies need to seek continuous improvement, innovating their tools and actions to train and empower their employees, motivating them to perform well. The result of these actions will be customer satisfaction and customer loyalty.