Description

Various degree projects related to customer service from the Mariana University, Universidad del Valle and Ecuadorian universities served as a reference for the present, whose main objective was to propose a customer service plan for the Batericar’s Éxito Avenida Panamericana, in the city of Pasto. The methodology used was descriptive and mixed because in that information, gathering techniques such as surveys and interviews were used. With the completion of this research, a sectoral analysis was obtained with which it was possible to identify the behavior of the Porter forces in the environment of the company and the field work.Through the elaboration of the field work, it was possible to identify internal and external factors that affect the company. There is a point of relevance and care regarding internal customers, since some officials do not have a high degree of knowledge related to corporate philosophy and this hurts the company, due to the commitment to offer excellent customer service depends on knowledge in-depth of each of the components that make up the strategic direction. In addition, there were negative ratings issued by external clients regarding the service, which must be reviewed to be corrected.