Download or read book An lisis de necesidades y expectativas de clientes y usuarios en entidades de servicio written by and published by . This book was released on 2000 with total page 158 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Calidad Total en la Atenci n Al Cliente written by 'Vanesa Carolina Pérez Torres ' and published by Ideaspropias Editorial S.L.. This book was released on 2010-08-13 with total page 106 pages. Available in PDF, EPUB and Kindle. Book excerpt: La importancia de la atención al cliente para las empresas actuales se ha convertido en una importante ventaja competitiva que les permite mantenerse en el mercado, crecer y obtener rentabilidad. Esta ventaja atrae a los clientes y crea la confianza suficiente para que vuelvan a solicitar los productos y servicios ofrecidos por la empresa. Toda estrategia de marketing se dirige a conocer al cliente, sus necesidades y expectativas para adaptar sus productos y servicios a estas características. Es importante que el objetivo de la planificación y organización de la atención al cliente sea lograr la satisfacción de sus expectativas, cuidando cada momento de interacción en el ciclo del servicio. En este manual, que Ideaspropias Editorial le ofrece, se presentan una serie de contenidos que permitirán al lector adquirir las pautas necesarias para garantizar la excelencia en el servicio de atención al cliente.
Download or read book Gesti n de la atenci n al cliente consumidor 2da edici n written by Carlos Alberto Torres Gómez and published by Ecoe Ediciones. This book was released on 2023-06-23 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: Este libro, publicado originalmente en España, es un manual que desarrolla contenidos sobre la gestión de la atención al cliente o consumidor, en el marco de las relaciones con clientes, consumidores o usuarios. Se relaciona con competencias generales sobre la ejecución de acciones del servicio de atención al cliente en el contexto empresarial. El libro tiene tres unidades de aprendizaje: Procesos de atención al cliente/consumidor, Calidad en la presentación del servicio de atención al cliente y Aspectos legales en relación con la atención al cliente, cada una con una introducción general y ejercicios de repaso y autoevaluación. Al final del libro se encuentran los resultados de los ejercicios de las tres unidades de aprendizaje. Dirigido a estudiantes y profesionales de carreras relacionadas con la Administración Empresarial y de Negocios, programas sobre Mercadeo, Marketing Empresarial, Comunicación Social, Administración Turística y Hotelera, Psicología Organizacional, Ingeniería Industrial, Relaciones Internacionales y Comercio Internacional.
Download or read book Servicio al cliente written by 'Renata Paz Couso ' and published by Ideaspropias Editorial S.L.. This book was released on 2005-12-31 with total page 162 pages. Available in PDF, EPUB and Kindle. Book excerpt: El servicio al cliente no es una decisión optativa, sino un elemento imprescindible para la existencia de una empresa y además constituye el centro de interés fundamental y la clave de su éxito o fracaso. Todas las actividades que ligan a una empresa con sus clientes constituyen el servicio al cliente. El objetivo principal de este material didáctico, que Ideaspropias Editorial le presenta, es proporcionar al lector los conocimientos teóricos y prácticos necesarios sobre la atención al cliente para que esta atención responda a las necesidades de los clientes y el servicio prestado sea el adecuado. Este manual aborda temas relacionados con el proceso de comunicación, los elementos fundamentales en la acogida de clientes, el servicio al cliente (productos y servicios), la argumentación en la comunicación telefónica, el servicio postventa, las aptitudes del personal de acogida, la satisfacción del cliente, las quejas y reclamaciones, etc.
Download or read book Identificaci n de las necesidades y expectativas de los clientes y medici n de su satisfacci n written by Asociación Española de Normalización y Certificación and published by . This book was released on 2001 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book An lisis sobre la percepci n de la calidad en el servicio de los clientes internos y externos Casos Gas Com S A de C V written by and published by . This book was released on 2007 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Análisis sobre la percepción de la calidad en el servicio de clientes internos y externos: Caso Gas Com SA de CV. El objetivo general de este proyecto es realizar un análisis sobre la percepción de la calidad del servicio de clientes internos y externos de la empresa en la ciudad de Tuxtla Gutiérrez, Chiapas. Al realizar dicha evaluación la empresa se beneficiará con información relevante en cuanto a su desempeño, identificación de posibles fallas, conocer cual es la percepción del cliente en cuanto al servicio entre otras. Por otra parte la utilidad de este análisis es la de obtener retroalimentación del desempeño en la entrega del servicio y indicar cómo se puede mejorar dicha entrega con el fin de satisfacer las necesidades y requerimientos del consumidor además de exceder sus expectativas. Sin embargo, únicamente se sugerirán propuestas de mejora, el establecimiento de éstas dependerá de la empresa. Ahora bien, mediante la investigación cualitativa se pudieron identificar los componentes del proceso de la entrega del servicio, con base en esto se desarrolló el esquema de servicio que fue de utilidad para identificar qué partes del proceso críticos para la calidad en el servicio. Por otro lado, con base en los resultados de la investigación cuantitativa, la cuál se realizó utilizando el cuestionario SERVQUAL, se determinaron qué atributos del servicio fueron mejor o peor calificados por los clientes, qué atributos son más importantes para los clientes y determinó la calidad en el servicio para cliente. Para encontrar soluciones que pudieran estar al alcance de las capacidades de la empresa se utilizó la herramienta de la casa de la calidad mediante la cual se obtuvieron las relaciones existentes entre las alternativas o requerimientos de diseño y los requerimientos del cliente. Finalmente, es importante considerar siempre que la calidad en el servicio junto con la calidad del producto o servicio y el precio afectan la satisfacción del cliente, la cual crea lealta.
Download or read book Principles of Operations Management written by Jay H. Heizer and published by Pearson Educación. This book was released on 2004 with total page 710 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this textbook, Heizer (business administration, Texas Lutheran U.) and Render (operations management, Rollins College) provide a broad introduction to the field of operations management. A sampling of topics includes operations strategy for competitive advantage, forecasting, design of goods and services, human resources, e- commerce, project management, inventory management, and maintenance. The CD-ROM contains video case studies, lecture notes, Excel OM and Extend software, and additional practice problems. Annotation copyrighted by Book News Inc., Portland, OR
Download or read book IFLA General Conference written by and published by . This book was released on 1992 with total page 286 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Una Gu a para Emprendedores J venes xito en M xico Productos Digitales con Identidad Mexicana written by Isaac Medina and published by KNI Publishing Inc. This book was released on 2024-04-03 with total page 78 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Una Guía para Jóvenes, tener Éxito en México, con Productos Digitales con Identidad Mexicana" es una guía completa y detallada diseñada específicamente para jóvenes emprendedores que desean aventurarse en el emocionante mundo de los productos digitales con una perspectiva única y auténtica que celebre y promueva la identidad mexicana. Este eBook es único y valioso porque ofrece una combinación equilibrada de teoría, práctica, ejemplos inspiradores, consejos prácticos y herramientas útiles que te guiarán paso a paso en el emocionante y desafiante viaje de emprender y triunfar en el mundo de los productos digitales con una perspectiva y enfoque auténtico y distintivo que celebra y promueve la identidad, cultura y estilo de México. ¡No Esperes Más, Emprende Tu Camino hacia el Éxito Digital Hoy Mismo! Si estás listo para embarcarte en este emocionante viaje hacia el éxito digital y transformar tus pasiones, ideas y visiones en productos digitales innovadores, rentables y significativos que resuenen con tu audiencia y reflejen la rica cultura, historia y estilo de México, ¡no esperes más y obtén tu copia de "Una Guía para Emprendedores Jóvenes, Éxito en México, Productos Digitales con Identidad Mexicana" hoy mismo! Empieza a leer, aprender, crear, innovar, colaborar, crecer, escalar y triunfar con pasión, determinación y creatividad, y descubre cómo puedes hacer una diferencia positiva y duradera en el mundo digital y la sociedad a través de productos digitales auténticos, valiosos y enriquecedores que celebren, promuevan y fortalezcan la identidad, cultura y estilo de México. ¡Únete a la comunidad de emprendedores jóvenes y visionarios que están transformando el mundo digital con pasión, cultura y estilo mexicano, y sé parte del movimiento de innovación, creatividad y éxito en México y más allá!
Download or read book Management Information Systems written by Kenneth C. Laudon and published by Pearson Educación. This book was released on 2004 with total page 618 pages. Available in PDF, EPUB and Kindle. Book excerpt: Management Information Systems provides comprehensive and integrative coverage of essential new technologies, information system applications, and their impact on business models and managerial decision-making in an exciting and interactive manner. The twelfth edition focuses on the major changes that have been made in information technology over the past two years, and includes new opening, closing, and Interactive Session cases.
Download or read book Benchmarking Water Services written by Enrique Cabrera Jr and published by IWA Publishing. This book was released on 2011-03-01 with total page 185 pages. Available in PDF, EPUB and Kindle. Book excerpt: Benchmarking has become a key tool in the water industry to promote and achieve performance targets for utilities. The use of this tool for performance improvement through systematic search and adaptation of leading practices, has expanded globally during the past decade. Many ongoing projects worldwide aim to address different needs and objectives, in varying contexts, with outstanding results and impact. Benchmarking Water Services provides valuable information to everyone interested in benchmarking in the water industry. The text is aimed at utilities considering joining a benchmarking project, experienced practitioners in charge of organizing a benchmarking exercise, consultants, regulators and researchers. The document is presented with a clear practice oriented approach and can be used as a how-to-benchmark guide presented from different perspectives (participants, organizers, supervising bodies). Readers will gain practical insight on real life benchmarking practices and will benefit from the experiences gained in some of the leading benchmarking projects of the water industry (including the IWA-WSAA benchmarking efforts, the European Benchmarking Co-operation and the several benchmarking projects carried out in Austria and Central Europe). The manual also presents the new IWA Benchmarking Framework, which aims to harmonize the terms used to describe benchmarking and performance indicators practices in the water industry, guaranteeing a more fluent and efficient communication. This Manual of Best Practice is edited by the IWA Specialist Group on Benchmarking and Performance Assessment, and co-published by AWWA and IWA Publishing. Praise for Benchmarking Water Services: "The continual trend of conceptual to specifics throughout the book provides for an educational experience each time the book is either casually perused or carefully studied." "The authors (Cabrera, Haskins and Fritiz) diligently pursue the focus of improvement." "Benchmarking Water Services is an in depth and practical ‘must have’ guide for any utility currently engaged in or planning to develop a benchmarking process" - Gregory M. Baird (2012) Benchmarking: An International Journal 19:2. More information about the book can be found on the Water Wiki in an article written by the author: http://www.iwawaterwiki.org/xwiki/bin/view/Articles/TheNewIWABenchmarkingFramework A Spanish language version of this book is available as a free eBook: http://www.iwawaterwiki.org/xwiki/bin/view/Articles/eBookTitlesfromIWAPublishingFreetoDownload-Volume2#HBenchmarkingParaServiciosdeAgua
Download or read book In Search of Excellence written by Thomas J. Peters and published by Harper Collins. This book was released on 2012-11-27 with total page 404 pages. Available in PDF, EPUB and Kindle. Book excerpt: The "Greatest Business Book of All Time" (Bloomsbury UK), In Search of Excellence has long been a must-have for the boardroom, business school, and bedside table. Based on a study of forty-three of America's best-run companies from a diverse array of business sectors, In Search of Excellence describes eight basic principles of management -- action-stimulating, people-oriented, profit-maximizing practices -- that made these organizations successful. Joining the HarperBusiness Essentials series, this phenomenal bestseller features a new Authors' Note, and reintroduces these vital principles in an accessible and practical way for today's management reader.
Download or read book The Really Truly Honest to Goodness One Pot Cookbook written by Jesse Ziff Cool and published by Chronicle Books. This book was released on 2006-08-24 with total page 362 pages. Available in PDF, EPUB and Kindle. Book excerpt: You know those cookbooks that say they're one-pot, but somehow you are left with a pile of dishes? Well, this is the real thing: 65 fabulous recipes that truly need just one pot and only one pot (or skillet, saut pan, or Dutch oven), start to finish. Included are dishes for family suppers like Moroccan Chicken with Couscous, or larger gathering with companyBraised Chipotle-Orange Pork with Yams. Cookbook author, chef, and one-pot enthusiast Jesse Ziff Cool braised, stir-fried, steamed, stewed, and simmered to perfection such delectable dishes as Short Ribs with Steamed Vegetables (the vegetables are ingeniously steamed on top of the ribs during the last few minutes of cooking), and Any Season Stir-Fry with Orange, Ginger, and Lemongrass. Recipes also offer suggestions for variations to either lighten up a dish or, when everyone is really hungry, make it more substantial. Plus there are plenty of tips for choosing the perfect pot, techniques on proper timing, and do-ahead strategies to make the prep as easy as the clean up.
Download or read book Geomarketing written by Gérard Cliquet and published by John Wiley & Sons. This book was released on 2013-03-04 with total page 236 pages. Available in PDF, EPUB and Kindle. Book excerpt: This title describes the state of the art in all areas of spatial marketing, discussing the various constituents which make up the geography of markets. Demand varies according to location and can be measured according to revenue, the number of households, spending patterns and lifestyles. Supply is also dependent on position, because prices, services, products and available shops rely on location, while the difference between supply and demand is the rationale for the role of the trader. The book also covers the way geographic techniques help to solve marketing problems and contains chapters written by contributors with extensive experience in this field; given that it is crucial for companies to direct their marketing correctly at their target audience, this will be indispensable reading for those involved in this area.
Download or read book Guide for the Perplexed written by Moses Maimonides and published by CCEL. This book was released on 2021 with total page 605 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the 12th century, Moses Maimonides wrote a long letter to one of his rabbinical students discussing a variety of philosophical matters concerning theology. The text tries to clarify some of the contradictions between the literal meaning of the Torah and its philosophical explications. This work is still of interest to contemporary philosophers and theologians.
Download or read book Trust in Organizations written by Roderick Moreland Kramer and published by SAGE. This book was released on 1996 with total page 442 pages. Available in PDF, EPUB and Kindle. Book excerpt: Perspectives from organizational theory, social psychology, sociology and economics are brought together in this volume to provide a broad coverage of trust, including the psychological and social antecedents of trust.
Download or read book Uncommon Service written by Frances X. Frei and published by Harvard Business Press. This book was released on 2012 with total page 262 pages. Available in PDF, EPUB and Kindle. Book excerpt: Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.
