Atendimento ao cliente como diferencial competitivo: um estudo de caso aplicado na empresa NataCar peças e acessórios

Abstract

The qualified service, that is, the relationship that the company has with the customer, has become a great differential for the organization, making it capable of winning and retaining customers. This monograph presents a study done in a small company called NATACAR, where the main objective was to analyze the customer service as a competitive differential, since this service allows the company to conquer new customers and can be used as a powerful tool, making the Achieve organizational success and customer satisfaction. Companies can win customers and outperform the competition by performing a better service work and meeting customer needs. So doing the right thing the first time, on all the requirements needed by the customer, is the easiest way to shape the positive image, satisfy it and keep it. The client can value aspects of the company, such as: delivery, product, after-sales assistance, credit, price, brand, corporate image, social-environmental responsibility, which must be validated and prioritized attributes . Customer satisfaction is not an option: it is a survival issue for any organization. Without your clients the organization has no purpose, in fact, nor exist for a long time. To satisfy the customer it is necessary to first have a deep understanding of their needs and then to have the work processes that can effectively and consistently solve those needs. For this the organization must translate these needs into requirements and meet these requirements, always, because the customer will not require less. This will require the dedication of resources to systematically collect and analyze data and information to understand customer requirements and perceptions. The customer expects to be met in their expectations. He expects to obtain reliability through the performance of the company that has to be consistent so that customers can trust the services offered, everything must be done correctly the first time and the established deadlines fulfilled. It still hopes for credibility, because the advertising has to be honest, the products safe, the attendants trustworthy and the problems solved.