Qualidade no atendimento ao cliente: uma estratégia competitiva

Abstract

This work is inspired by the quality of customer service, through the analysis of quality in as key tool in attracting and maintaining customers and, as good treatment translates into competitive advantage to organizations. Research on the theme in question was made by the literature, where it was observed that focussed on improving the relationship with their clients have the ability to recognize the needs and anticipate the wishes of these, a fact that supports the creation of competitive advantage. Although often no perfection when we consider the quality, there are many ways in which organizations can improve their care and services, examples on how successful service providers use the attention to detail and improve their profits and customer satisfaction. One of the things that they do is to know their business very well and tackle services with an innovative attitude in pursuit of customer loyalty. Customer loyalty is directly tied to your satisfaction, since only satisfied customers have earned their loyalty. Among the ways to achieve this high level of satisfaction include the quality of services and quality of care. Finally, it is concluded that the quality of care acts as a competitive advantage for organizations, improving competitiveness and maintaining its attractiveness in the eyes of the customers business.