CUSTOMER SERVICE: A STUDY ON AN OPERATOR MOBILE OF THE CITY GUARAPUAVA / PARANÁ

Abstract

Customers are increasingly demanding with regard to their rights, always emphasizing the quality products and excellent service. Thus, it is noted that some companies are not prepared to meet these new customers and end up losing their customers by not having recycled their organizational flaws. Thus, this study was conducted in 2011, and proposed to diagnose how the Company "XYZ", the mobile segment, located in Guarapuava, Paraná state, provides support to its customers to they do not change their service provider, maintaining a positive vision of the company. This is an exploratory field study that used the literature, the questionnaire with open and closed and documentary research as the main research techniques. The survey questionnaire was administered to a sample of 60 clients operating in this period of 2 to 6 May 2011, aiming to find out how they felt about the service received and the products offered by the carrier, considering that this same date completed two years of existence in the market guarapuavano. Thus, the survey pointed to weaknesses in relation to care provided at the same time demonstrating to employees the importance of developing a service oriented customer needs and not just the achievement of goals.