Análise da qualidade do atendimento de uma empresa de representação comercial de Chapecó-SC

Abstract

To meet the needs of their customers, companies must seek competitive differentials in order not to lose their customers to the competition and the quality of customer service is one of the differentials that have extreme importance and a determining factor for customer loyalty. The main function of the sales representative is to sell, however, he/she has other functions such as maintaining a good relationship with his/her customers. Therefore, in addition to having vast knowledge about the product he/she is selling, it is important that he/she knows how to treat the customer properly and answer all their questions about the product being sold. Thus, this study aims to analyze the quality of care provided by the commercial representation of iron supply located in ChapecóSC, in order to identify possible failures in relation to service and determine alternatives for the service to be adequate. To produce this study field research was applied a 9question questionnaire directed by email to active customers of the company to evaluate the quality of care provided by the commercial representation company. The data obtained were submitted to qualitative analysis and explained through graphics relating them to the theoretical reference obtained through comprehensive research in articles, publications from reliable sources, books, magazines, and articles on customer relationship management, customer service management, motivation, and consumers. The results of the research allowed us to verify that the company presents results between excellent and satisfactory about the quality of care, explaining a “low” degree in relation to answering questions and response time for obtaining information about the product, in view of this, possible improvements were proposed to obtain an "excellent" level for these issues.