Customer service management in Venezuela and Suggestions

The past has fled, what hope is absent, but this is yours GENERAL The customer service management by companies and public and private Venezuelan organizations leaves a lot to say, where there is a clear demonstration of interest by poor Management of paying the necessary attention to what she can produce. Venezuelans complain about the way that companies, organizations, especially those of services, including clinics, hospitals, government agencies, provide services, lack of identification that we have about the service culture. Share the aspect that really see what manifests, leaving much to tell the customer service. Hence the importance of lead into the topic, noting the relevance, scope that provides service management. To do this, we have considered the opinions of research by the specialty program management and productivity Quality Faces graduate, who has been exposed opinions in forums, workshops and seminars, and virtual classroom of the chair of marketing. SCOPE, RELEVANCE AND SUGGESTIONS It is known that the management of customer service is the set of interrelated activities offered by a supplier to the customer for the product at the time and place and to ensure proper use of it.

Customer service is a powerful marketing tool. Neyra Calderon gives us the respect that a good customer service can be a promotional item for sales as powerful as discounts, advertising or sale personal.Atraer a new customer is about six times more expensive than maintaining one. So the companies have chosen to write the action of the empresa.Se have found that customers are sensitive to the service they receive from their suppliers, since it means that the customer will get to the finals of the lower costs of inventario.Contingencias service: the seller must be prepared to prevent strikes and natural disasters cliente.Todas harm the people who come into contact with the customer project it attitudes that affect the sales representative by phone call, the receptionist at the door, calling the technical service to install new equipment or service on the premises, and sales staff that finally, does the order. Consciously or unconsciously, the buyer is always evaluating how the company does business, how to treat others and how they expect customers to be treated with it.

Faced with the reality of the great weaknesses of the management of customer service from the Venezuelan management. Ana Martinez, a participant in the chair of the graduate faces Marketing, University of Carabobo, offers the following suggestions: 1 .- It is recommended that the Marketing Management take into consideration fundamental elements in the customer service that will allow the company to add greater value to routine activities in marketing. 2. Visualize and analyze the triangle of service currently has a fundamental role in the analysis of success factors that help to implement a service initiative in any organization, taking into consideration that the service is a triangle diagram form the interaction between three elements: service strategy, systems and personnel, which must interact properly with each other to maintain a high level service quality. The customer is the center of the model requires that both the other components of the triangle, and the organization itself, are directed toward him. Management should not forget or neglect the following strategies Customer Service Leadership of top management is the basis of the chain.

Internal quality drives employee satisfaction. The employee satisfaction drives loyalty. The employee loyalty drives productivity. The employee productivity drives the value of the service. The service value drives customer satisfaction. Customer satisfaction drives customer loyalty. Customer loyalty drives profits and achieving new goals. It is further recommended that management take into account not only the ten commandments of customer service, but try to implement the appropriate actions to achieve them: 1 .- The customer above all. The customer is the cornerstone of the organization and therefore actions should be directed towards their satisfacción.2 .- Nothing is impossible when quiere3. - Meets all it promises. There are many companies trying to give birth to deceit, make sales and retain customers, but what happens when elcliente you see? 4. There is only one way to satisfy the customer, give you more of what the customer espera.5 .- To mark the difference. People who have direct contact with customers have a strong commitment, a customer can return or never want to return.

That makes the diferencia.6 .- Failure means fail point todo7 .- An employee dissatisfied customers generates insatisfechos8 .- Judgement upon the quality of service does cliente9 .- No matter how good a service can always mejorar10 .- When it comes to customer satisfaction, we are all a team finally stands Martinez (2009),, take into account that the customer is a real challenge for any company that does not want to be displaced by more aggressive competition and clients who are increasingly aware of the power of choice that are more sophisticated in their needs and expectations and more demanding as they were a few years ago. Finally note that the first tool to improve and analyze the customers' attention as a company is simply following question: Who are my customers? Determine which types of people will try the company. What were the people who'll try? It is trying to determine the basic requirements (information, material questions) of the person who is being treated. What services does my area at that time customer? Determine what is.

What services when they fail to serve customers? Determine the failure by a self-assessment exercise. How does the area of ​​customer loyalty in the brand and the product and what the impact of customer management? To determine the importance of the care process has on the company. How I can improve? Design of policies and strategies to improve care.