Plan de mejoramiento del servicio al cliente en el country international hotel.
DOI:
https://doi.org/10.15665/rde.v11i1.163Keywords:
Servicio al Cliente, Plan de Mejoramiento, Consumidores, Estrategias, Plan de Acción.Abstract
En el siguiente documento se realizó un análisis de la percepción o la satisfacción del cliente del Country International
Hotel. Para el estudio, se utilizó una metodología descriptiva con un método analítico, se hicieron encuestas
a clientes del hotel y se midió la percepción de los mismos, así como el análisis del sector hotelero mediante un
análisis DOFA y otros aspectos relevantes. El estudio concluyó que existen fortalezas y debilidades respecto del
análisis del cliente. Dado que las respuestas de los usuarios señalan que si medianamente están a gusto con el
servicio, pero que difieren de algunos aspectos del mismo. Se concluye que las debilidades si son corregidas,
generan mayores beneficios e imagen a la empresa. Esto hace importante el establecimiento de estrategias de
mejora de la atención, fidelización y manejo de las quejas frecuentes. Una solución es la aplicación de CRM
(Customer relationship management) como acción estratégica básica y así mejorar la percepción de los clientes
respecto del Hotel.
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