La innovación en el servicio al cliente

Abstract

The importance that good customer service has gained is fundamental in any company, be it in services or in any other sector. Customer service is the innovative piece that all companies worldwide around 10 years ago have managed to identify as an essential factor for the success of their businesses. But what does good customer service mean? "It is managing satisfaction through producing positive perceptions of the service ..." (Nudel, 2009); that is to say that the opinion of the clients is like an evaluation of the company and of the products and services that are being offered. There are variables that end the importance of providing excellent customer service of which some are, competition is a factor directly proportional to the degree of added value offered to end customers, customers are increasingly demanding both in products and in the service provided by the company, and if a customer is satisfied with the service received, the probability that he will return and make good publicity for the company, is very high, (K., 2014). These aforementioned variables indicate that customer service has become a plus that is increasing every day in companies and is closely connected to the Know How of each company. In this work, a comparison analysis will be made between two large institutions, which offer services to a specific market niche, with very little competition, which means that the type of customer service is not the most optimal since the requirement of this niche is not very high. The company that was analyzed in the visit to Spain is Barcelona Activa, which has been characterized by providing excellent customer service throughout its tenure in the local and international market.